Background: I formerly worked at Apple as an At-Home-Advisor where I would solve technical support calls for various Apple products. One part of my job was to sell the AppleCare protection plan. Over the course of two years, I was trained extensively on phone communication skills and was ranked the #1 technical advisor in the company for a period of time. Once I implemented these tips, I began seeing a drastic increase in sales of AppleCare.
Do you remember the concept of inertia when you were in school? Things that are in motion, want to stay in motion. Ring a bell? Well, there is a well-known psychological principle ― explained by Dr. Robert Cialdini in his book Influence: The Psychology of Persuasion ― that essentially states, when someone has said yes to you once, they will be more inclined to continue to say yes to you. The reverse is also true, once someone has said no to you, it will be an uphill battle to try to get them to say yes to you.
The goal of this technique is to have your potential client say yes two to three times before you offer your services. But how do you get them to say yes?
One simple way to do this is when you cold call a potential client. Start the call like this, “Hello, is this [Name]?” If the person you were intending to call answered, they will say “Yes.”
As an example, after you introduce yourself you can ask another “yes generating question”. If you are calling a real estate agent, you can say, “I am calling about 1234 Peachtree street, this is your listing correct?” (A simple Google search can give you the name of the listing agent for a given property). If it is indeed the property they are trying to sell, then they will again say, “Yes.”
At this point you have the momentum going in the right direction. Implement this tool, and you will begin to hear a lot more “Yes” in your life.
Not many people realize that the tone that you use on the phone, greatly affects the receptivity of your potential clients. Think of it this way, when you are on the phone with a potential client, they cannot see you. Seems obvious right?
According to a study conducted by psychologist Albert Mehrabian, the most effective form of communication is body language (55%), then tone of voice (38%), then words (7%). Based on this, you are at disadvantage when right from the start. How can we combat this? Animate yourself on the phone. This is something I learned at Apple. You must sound more enthusiastic than what is probably natural to you. If your normal phone call energy level is a three or four you will need to crank that up to a seven or eight if you want to close a deal. People are way more receptive to someone who sounds clear, happy, enthusiastic, and eager to do business than someone who sounds monotonic and unenthusiastic. Here are two simple ways to make yourself sound more energized on the phone:
At the end of the day, your potential client is a human just like every one of us. Because we are social beings, we have an inherent desire to connect with one another. When you are cold calling a potential client, whenever possible try to work in some personal (non-business) talk. For example, if you are talking to a client about your services and you hear a dog bark in the background. Maybe ask about the breed of dog and comment about how you had a dog growing up. This will build an emotional connection between you and your client and as a result will make them much more receptive to your offerings.
Thank you for taking the time to read my post!
Featured image: pixabay/niekverlaan
Michael Diaz is an entrepreneur and drone enthusiast. This post originally appeared on his website dronemultimedia.org.
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