Sales Tip - Body language on the phone?

Our body language conveys  messages that are more believable than what we say. Body language includes not only visual characteristics like eye contact, facial expressions and body posture, but also vocal qualities. While the customer you are talking to on the phone can't see you, so does not appreciate the visual aspects of your body language, you can improve your communication by focusing on your tone of voice and "how you say what you are saying".

Just as your physical body language conveys much of your message in a face to face situation, did you realise that your vocal tone can account for 80% of your message over the phone?

The four important elements of your tone of voice are

1. Inflection - the wave like movement of highs and lows in your pitch.
   
   Without inflection your voice has a monotone quality, resulting in you portraying no interest in what the customer is saying. Remember you need to convey the message that the customer, and their particular solution, is the most important thing on your mind.
   
2. Volume
   
   You need to ensure your customer can clearly hear you, and that there are not disturbances in the background. Try to match the volume of your voice to your customer.
   
3. Pace - the rate of your speech
   
   Speak slowly enough to clearly and concisely convey your message. Don't give the impression that you need to hurry to move on and go elsewhere.
   
4. Intensity - The strength of emotion that is projected along with the words you use.
   
   The intensity or pitch of your voice conveys how you are feeling - if you are calm and relaxed, the level of intensity will be fairly low. If you are angry or upset, the level of intensity can rise and this will probably not convey the right message.
   
   Remember, people forget specific words, but they won't forget the feeling the words leave behind.

To establish an effective relationship with your customer you need to be able to communicate effectively; you need to build rapport. The trick is to be in sync with your customer by matchings your tone of voice. Its important to listen to the customer's tone of voice and mimic their  "hello", then continue with a similar voice into the conversation.

So how can you build good body language over the phone? Here's a few tips:

• Smile!! Smiling makes sound wave more fluid. Its impossible to sound negative when you are smiling.
• Breath while you talk. Under stress your breathing becomes shallower and quicker and your vocal cords make your voice go up and sound strained.
• Stand up and move around while you talk. You will breath better, your voice will be stronger, and it will help reduce fatigue.
• Look the part. Even though your customer can't see you, if you are dressed professionally you will feel good about yourself and project a strong and confident self-image.

Above all, train yourself to think positively. When you transmit a positive attitude, people are naturally more responsive and your success rate will increase.

And of course, a good CRM system will help you achieve all of the above. When you have the information you need at your fingertips you will be more confident, relaxed and able to focus on what you are saying and how you say it.