When an issue is resolved, 70% of customers remain loyal. When the issue is resolved quickly and in a positive manner, 95% of the customers continue to do business with an organization.

Does this sound familiar? You pick up a call in cue in your normal professional manner and the caller on the other end of the line explodes. The person has been in cue for ten minutes, and when he does get a live person—you, he starts ranting and raving about his delivery problem, the second one he has had this month. It’s not your fault, but the customer takes it out on you. So the question is how to handle it. The solution is to just say AAH and to do it quickly!

ALIGN

Instead of defending yourself or ignoring what the caller just said by asking for the account number or tracking information, etc, the first step should be to align with that customer by acknowledging the problem or the inconvenience caused by it. Usually, when the caller hears that you are apologetic, it is difficult for the person to continue in the same offensive manner. The trick is to make the acknowledgement statement very specific and very sincere. It cannot sound phony.  It is not sufficient simply say to say “I’m sorry” or “OK” An acknowledgement has to be more detailed or explicit.

An example of a strong empathetic statement might be:

“First, I apologize that you had to wait in cue so long, especially when you have such a serious issue. I am also really sorry you had a delivery problem. You say it was the second one this month? That’s terrible. That has to be frustrating.

With a strong acknowledgement statement, the customer feels you get it. He feels you are on his side. Once that happens, he becomes receptive to solving the problem in a reasonable fashion.

Tone of voice is critical for the statement to be perceived in a positive manner. The voice has to sound warm. You cannot rush. Thus, between each statement, you should pause for a few seconds and take a breath. The more you pause, the more sincere your voice will be. The more you pause, the more the customer will hear your words.

ASK

Disgruntled customers like it when you seem to want to get to the bottom of their issue. After you have aligned with the caller, then begin to ask some questions about what happened. If you ask questions before acknowledging, customers do not believe you care. They feel you just want to get rid of them. As you ask questions, be sure not to interrupt. They need to get their story out. Also, be sure to summarize what you hear periodically so that they and you feel you have the facts straight.

If the issue is your customer’s fault or, for example, the delivery service’s issue, make sure to choose your words carefully. For example, if the problem is because the customer placed an order late or didn’t pay the extra charge to expedite shipping, do not become accusatory. Do not lay blame. Speak in the third person. Do not start a sentence with “you.”

For example, if the problem was the customer’s fault, you might say the following.

“It looks like the problem is due to the time the delivery was placed. The pick-up times are regulated by Federal Express. The order was placed according to the records in the system at 4:30. Our last pick-up of the day from Federal Express is at 3:30, and, I don’t see anything in the system that says the pick-up was expedited. But let’s see how we can fix this.”

HELP

Customers want their problem resolved quickly so they need to hear that you are going to help several times in the conversation.

For example, you might say. “I know this is upsetting and you need to have this resolved quickly. I am going to help you get that delivery as soon as possible.”

If the issue is your company’s problem, determine what you can do to fix the situation and then go above and beyond. For example, offer to overnight the goods at no charge or to credit the account. When the issue is the fault of the company, the customer looks for freebies. If you can offer to do something for nothing, customers will notice.

When an issue is resolved, 70% of customers remain loyal. When the issue is resolved quickly and in a positive manner, 95% of the customers continue to do business with an organization. Over time, they have a tendency to spend ten times the amount of the purchase that dissatisfied them, if they feel the service they have received has been exemplary. By saying AAH, you increase the chances of satisfying the upset consumer.

Question: We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

The voice is the customer service representative’s calling card. There are five qualities that you should notice in the voice.

Call centers are the heart and soul of an organization. Customers form an impression of you and your organization within seconds based on the person on the other end of the line. If the first impression of a call center representative is positive, customers will be pleased and continue to do business with you. Their trust level will increase, and over time, they will purchase additional products or services. Conversely, if the initial feeling is negative, customers will broadcast their displeasure. With so much at stake, it is critical that you hire those with star potential.

First and foremost, conduct a phone interview before bringing any candidate to the company for a face-to-face interview. This phone interview will allow you to do three things:

1. Listen to the person’s voice without paying attention to body language.
2. Ask the person some critical questions.
3. Role play a customer interaction.

The voice is the customer service representative’s calling card. There are five qualities that you should notice in the voice. Your customers will notice them also, but on a subconscious level. As you listen to your candidate’s voice, rate each of the following qualities on a scale of 1–5, with five being the highest. The five critical qualities are:

• Tone – Does the person’s voice sound friendly or sincere or does it sound bored, unsure, or strident? You should feel the warmth and enthusiasm in the voice immediately. If this ingredient is missing, take a pass on the candidate.
• Volume – Is the person speaking too softly for the ordinary listener? If the majority of your callers are elderly or if they work in a noisy environment, volume is critical. A caller should not have strain to hear the rep, nor should the person have to ask the rep to speak up.
• Speed – Is the person speaking so quickly that it would be difficult to take notes or to follow the explanation? If this quality is an issue, the rep will be kept on the phone a lot longer because callers will be asking the person to repeat. Additionally, they may ask to escalate the call, causing you personally problems down the road.
• Clarity – Is the articulation or diction sharp? Is the rep saying all of the syllables in the word? Do endings fade? Are there lots of “ums” and “ahs.” If clarity is at risk, listeners will see the rep as unprofessional and not confident. They will also ask to speak to someone else or for information to be repeated, again lengthening the call. If English is the second language of the rep, listeners should not have to worry that they misheard.
• Pitch – Is the voice too high or too low? If the voice is too high, credibility will be an issue. The rep may be seen as young or not confident. If the voice is too low, the rep can be seen as “grumpy.”

In addition to listening to the voice during a phone interview, ask the candidate some job- related questions and pay attention to the answers. Your overall impression should be that the candidate is well spoken and polished. Some possible questions are:

• What is your perception of the job?
• Why do you think you would be a good fit in our organization?
• What are the steps you would take to calm an upset caller?
• How do you personally want to be perceived on the phone?
• How do you think you can convey a positive image?

If the candidate has performed well thus far, go further. Ask the person to describe a process or procedure. For example, what would be the steps the individual would take to buy a car or paint a room? Listen closely to how the person sequences ideas. Another possibility is to ask the person to role play a situation where you are an angry caller and see how well the candidate defuses the situation. Notice any negative or tentative language.

If the applicant performs well on the phone interview, your face-to-face interview will be a mere formality. Never pursue someone that caused you doubt. Trust your instincts.

Question: What leadership issues have you had with your global team? We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

It is a mistake to think that the only thing that matters is fixing the problem quickly. Customers first need you to hear them and understand their pain.

How many times have you had customers who seem like they are on a rampage? They won’t let you talk or try to resolve the problem. They seem to repeat the same story over and over. Understanding why that happens is the first step to dealing with the issue. Typically, it is the result of four critical missteps on the part of the customer service or technical support person.

1. You didn’t take ownership of the problem. You never apologized for their inconvenience. You skipped an important step. You simply went right to accessing account information and details about what happened. When this happens customers assume you must not have heard. They start all over again, expecting you to say, “I am so sorry that happened to you.” Until you do, they may continue.
2. You got defensive. Instead of commiserating, you said something like, “We don’t guarantee shipping. You’ll have to call the carrier.” The last thing a customer wants is to make multiple calls. If you make the mistake of ever saying, “No one here would have ever said that,” the customer will automatically get combative and defensive. The person will continue to make his case again and again, each time becoming stronger and louder.
3. You said “No.” Customers hate hearing “No.” In this day and age, most customers feel we need to negotiate. Saying “No” without saying what you can do for them is deadly.
4. You seemed cold, non-caring. Tone of voice means everything to customers. If you seem aloof and only interested in getting on to the next call, they may continue to vent.

When you do have a customer that won’t let you talk, subliminal comments, such as “Oh, Umm, My Goodness or Wow,” work wonders and start to make the customer want to listen to you. They are door openers. When there is an opportunity, definitely enter the conversation with a statement such as, “That must be so frustrating” OR “You must be so upset. I am definitely going to help you.” You may need to repeat your offer to help several times during your conversation. When the customer gets that now you are listening and tuned into them, they start to become receptive.

It is a mistake to think that the only thing that matters is fixing the problem quickly. Customers first need you to hear them and understand their pain. Once you do that, you will see your conversation become productive and satisfying for both you and them.

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

In a business environment, a stronger voice is taken more seriously. Make sure no one has to say, “I can’t hear you.” Learn to “Speak up!”

Soft voices are the bane of many people. As a soft talker, you may think it is not such a big issue. However, for your listeners, a voice that is not clearly heard is maddening. It causes people to interrupt or to tune out, especially if they are on a long conference call. One of my clients said, “When I can’t hear a speaker, I ask the person to speak up one time. If nothing changes, I begin to respond to email. I am not going to aggravate myself.”

Most people with soft voices feel it is just something they are born with, and there is nothing they can do about it. In fact, to them, their voice sounds plenty loud enough since it is bouncing off the gray matter in the skull. There are some solutions.

Typically, a soft voice is a badly produced voice. Breathing is often shallow and irregular. The person pauses for air, only when they run out. The solution is to breathe from the diaphragm. Practice taking in a breath while counting to five, holding that breath for a count of three and slowly exhaling for a count of five. Repeat five times.

Lie flat on the floor or speak in front of a mirror while your hands are above your head. The only way you can breathe from these positions is from the diaphragm. Now try raising the volume of your voice. Speak on your exhaled breath. Imagine that you are talking to people who are hard of hearing. Undoubtedly, you will have all the air you need to produce a louder voice.

Until you master diaphragmatic breathing, speak in short sentences. Often a person whose voice gets softer and softer speaks in very long sentences or they connect one sentence to another with “and, but or so.” Let each sentence come to a definite end. Then, pause and refuel.

Picture your voice on a continuum from 1–10. Most soft talkers speak with the volume maximizing at 3–4. If you are speaking from a speaker on the table in a meeting situation, your volume needs to be raised to an 8–9, particularly if there are others sitting around the table or remote listeners.

To monitor the volume of your voice, tape your voice regularly. Most cell phones have the capacity to record. Set your phone on your desk and stand up. Review and see if you can comfortably hear it. Next, move the phone further and further away and continue to raise your voice.

Use a headset when possible and move the mouth piece closer to your lips. Announce to others that you are working on increasing volume. Give people on the phone permission to interrupt if they are not hearing you well. After any phone conversation, ask for feedback on your volume from someone who will be honest.

Soft talkers aren’t born that way. Depending on the environment where you were raised, loud voices might not have been tolerated. You may have learned to dial down your voice over time. However, it is important to remember in a business environment, a stronger voice is taken more seriously. Make sure no one has to say, “I can’t hear you.” Learn to “Speak up!”

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Your voice is the best tool you have for convincing customers you can solve their problem and you value their business.

A voice with inflection is captivating and motivating. It commands attention and makes people want to hear more. A voice without inflection is flat, a monotone. An uninteresting voice bores, annoys and confuses those having to endure it. As you consider how you might up the bar in your customer service skills, record your voice and review it as if you were a customer. Is it a voice a customer would like to hear? If not, make a conscious decision to bring more inflection into your voice. Consider the following suggestions.

1. Sing in the shower. As ridiculous as that sounds, singing takes the voice from high to low. It helps to expand your range. Remember, it is a flat voice that customers find unappealing.
2. Read out loud from business journals or your company’s marketing pieces. Make sure you are saying all the syllables, especially the beginning and final consonants. Use your cell phone to tape your voice. If you are skipping over syllables, practice enunciating all syllables in those particular words. Redo until you hear a noticeable difference.
3. Practice stressing particular words in a sentence. For example, “I can imagine how annoying that must be” or “Let’s see what I can do to fix that for you.” In any one sentence, there should be two or three words emphasized.
4. Assess the length of your sentences. People with a monotone voice often speak in long sentences. Their voices frequently trail off as they conclude because they are out of air. Often, listeners ask you to repeat.
5. Read fairy tales to children or poetry out loud. The words of a fairy tale or poem will demand energy and vocal variety. Again, use your cell phone to tape your voice. Review what you hear.
6. Use your own internal voice mail system to monitor your voice. Before you leave voice messages for colleagues or customers, review them. Redo the message until your voice sounds interesting and sincere.
7. Assess the speed of your voice. If you speak quickly, it is easy for your voice to sound flat.
8. Listen to the newscasters. Notice how much they pause, how slowly they speak and how much they open their mouths. Assess whether you are doing the same.
9. Stand in front of a mirror and pay attention to how much you are opening your mouth and moving your lips. A tight jaw causes a nasal voice. Practice talking with a wide open mouth.
10. Keep a mirror on your desktop at work. As you speak to customers, look in the mirror. Pay attention to whether your face seems tense and how much you are moving your lips.

Your voice is the best tool you have for convincing customers you can solve their problem and you value their business. If your voice has inflection, you will be perceived as warm and friendly. You will make a positive impression and distinguish yourself from other service representatives.

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Customer loyalty is difficult today. You are the face of your organization, and you play a significant role in impressing or depressing your customers.

Customers today are busy; some are overwhelmed by the myriad of tasks they now have to perform. By the time they call your help desk or customer care center, they are often frustrated and anything but pleasant. You can put that smile back on their face, and here is the way to do it.

• Promise to help. Every time you say, “I can help you,” or “Let me see if I can help,” it is music to their ears. It calms the savage beast inside of them raging to be let out. You may need to say it more than once. When you sense mounting frustration, repeat your offer to help as often as you feel it is appropriate.
• Stay with them each step of the way. If you need to pass the caller to another person for additional support, stay on the line with them and explain the situation to the new representative. The last thing the customer wants to do is repeat his tale of woe to multiple people.
• Acknowledge the customer’s upset. It is not enough to simply say, “Ok.” You must say something more genuine. “I can appreciate how annoying this must be.” Yes, you are right, this should not have happened.” Your customer wants to be heard. He wants you as the representative of the company to see how inconvenienced or disappointed they are with your product or service. An acknowledgement is definitely required.
• Sound sincere. Have an upbeat voice. A voice with a monotone is seen in a negative manner. Your voice must have highs and lows, just as a singer’s voice has a range.
• Don’t rush. Take your time explaining how to remedy a situation. Pause at the end of each sentence or thought for a second or two. A fast talker frustrates the person trying to take notes or to envision what you are saying. It makes the caller feel you just want them to get off the line.
• Involve the customer. Ask the customer what he or she would like to see happen. Ask the customer if this solution would be acceptable. This makes the customer feel you value their business.
• Offer a freebie. Recently, I had a case of wine shipped to a friend to celebrate their landing a great new job. The case of wine was shipped to me at my business. When I called the company, they immediately took responsibility. They told me to keep the case, rather than ship it back, because of the inconvenience they caused. They would take care of shipping a new case at no additional charge immediately. Not every situation warrants something to be thrown in for free, but, on occasion, when your organization is clearly at fault, it goes a long way to keeping customers loyal.
• • Thank the customer. Any time a customer complains it is an opportunity for your organization to correct something that isn’t working. Let the customer know that your organization is constantly striving to get better and will do their best to see that this doesn’t happen in the future.

Customer loyalty is difficult today. You are the face of your organization, and you play a significant role in impressing or depressing your customers. The more you can keep your customers singing your praises, the more secure and easier your job will be.

Question: We’re interested in your reaction to this article. What works in your organization to put a smile back on people’s faces?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

With more businesses operating in the global environment, effective virtual communication skills is key to your personal and professional success.

Communicating with any team via teleconference or web session is challenging. When the team is spread across the globe, your task as a presenter requires real ‘globe smarts.’ Do not overlook the importance of adapting your message and slides to the audience conferencing into your call. Here are 10 quick tips.

1. Simple is better! Use basic language, without slang or jargon. Recently, I made the mistake of not reviewing my slide deck for language that a global audience might find unclear. One slide was titled with an expression most Americans would understand, ‘Don’t be a Sour Puss.’ As I explained the expression to the international audience, someone commented, “That sounds awful.” Not only did the slide create a distraction, but it took people off task.
2. Create descriptive titles. All slides need titles that make the point of the slide obvious. Global listeners will depend on titles. Complicated slides will frustrate and annoy.
3. Go visual. Add pictures or graphics to your slides. A visual representation of your idea is effective to help people grasp the point of your slide.
4. Send a preview. When possible, send your slides to the audience a day early with a reminder of the agenda. Reviewing the overall content of your slide deck before the meeting will aid comprehension. Additionally, people with English as a second language often read English better than they speak it.
5. Amplify your energy! A dynamic speaker captivates the audience with an energetic and enthusiastic voice. A virtual audience can’t see your body language. Remember to breathe deeply to encourage extra volume.
6. Speak slowly, particularly as you begin. It allows listeners to adjust to your accent and the pronunciation of your words. Make sure your thoughts come to a definite end. Do not string ideas together with ‘and.’ If you speak quickly, the audience will miss much of what you are saying.
7. Sound check. Be sure to ask, “Can everyone hear me well?” When possible, use a headset to alleviate potential issues with people hearing you and to facilitate movement.
8. Smooth transitions. Provide context for the listener when transitioning to the next point. “Slide 5 will display our results for the third quarter. I want to discuss what is in red.” Virtual participants will access slides at different rates of connectivity. Refer to the slide number to ensure everyone has the same view on display.
9. Pause often to check in with your audience. “Now let me take a moment to ask for your thoughts on my proposal. What is the potential benefit for our team members in China?” Regular pauses allow listeners time to digest your ideas and share beneficial feedback.
10. Ask open-ended questions, to engage the virtual audience. ‘Yes or No’ questions limit interaction. Do not expect your global audience to interrupt you with a question. In some cultures, it is considered rude to interrupt.

With more businesses operating in the global environment, effective virtual communication skills is key to your personal and professional success. Small adjustments in what you say and how you say it, have tremendous impact in building business relationships. Applying ‘globe smarts’ will help teams operate face-to-face in a virtual environment!

Question: Do you make Global presentations? Do you speak too fast? Do you enunciate well? What feedback have you received? How are you tackling these issues? We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Pausing during a conversation improves the delivery and understanding of your message.

Pausing is the most under-utilized tool that a speaker has. Most people who use the phone to conduct business only concern themselves with their message. For example, they want to explain a product, fix your software or update you on month-end results. They forget that how you say it matters. When a voice “sounds” great, the speaker is pausing a lot. If you aren’t pausing, here are the risks you take.

• People will ask you to repeat. While you may want to move forward with your explanation, the person on the other end may interrupt you constantly to say “I didn’t get that. Can you say it again?” It will derail even the most confident speaker.
• Articulation will be affected. When you aren’t pausing enough, the lips, teeth and tongue aren’t in the right position to say the words correctly. People may not understand you, particularly if English is their second language and if they can’t see your facial expression. It is never a good thing if people mistakenly think you have said something other than what was intended.
• Your ideas will not stand out. Without pausing, thoughts blend together. Nothing seems important. Your great idea or solution will be overlooked, leaving you feeling defeated and perhaps, costing your company to lose money or miss an opportunity.
• People will respond incorrectly. When you ask a direct question, an individual who didn’t hear all of what you said because your voice faded will respond the wrong way. If they are a subordinate, it will be embarrassing to them.
• An accent won’t be understood. Some native languages, such as Spanish, are spoken at a much faster pace. However, if you have an accent, it will be difficult for others to grasp your meaning. Articulation will be affected, and words will not be said the way listeners learned them.
• You will be perceived as lacking confidence. Inevitably, filler or non-words appear when a speaker is not pausing at the end of sentences or thoughts. When there are a lot of “ums and ahs,” the speaker will seem hesitant or unsure. People expect to talk to a subject matter expert. They do not want to waste their time with someone who doesn’t seem to be confident.
• People will be confused. Pausing helps people to decide the right “bucket” in which to place your information. It helps them to follow your argument. If the speaker moves too quickly from point to point, listeners will be confused. Remember, a confused mind always says “NO.”
• Listeners will become annoyed. They may feel you only want to get them off the phone and be done with them. They may ask to speak to someone other than you.

Pausing is a lifeline for your listeners. It is also a lifeline for you. It will help you to be more successful. When we really want someone to get it, we speak slowly. “I am lost. PAUSE. Where is the airport?” Help your listeners to get what you are saying by pausing often.

Question: Do you speak too quickly? Do you enunciate well? What feedback have you received? How are you tackling this issue? We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Questions are critical to any inside sale person’s success.

As inside sales representatives, the way we close business is by asking questions. Often, we ask the same questions of each customer. Sometimes, these questions move people to make decisions, but at other times, they don’t, leading us to wonder “what happened?” Selling over the phone should not be a crap shoot. By asking the right questions, we can move people down the funnel.

One way of looking at questions is to categorize them as:

• Fact
• Perspective
• Possibility
• Feeling

Fact questions reveal the situation. They establish the background or give context to the interaction. Often, they begin with who, what when, and where. If this is the first conversation, we have to begin with these

questions to find out basic information. However, these should not be the only kinds of questions we ask. If they are, prospects will begin to feel interrogated. To help people make a decision, we need to ask a variety of questions. We can ask perspective, possibility and feeling questions.

Perspective questions are those that ask the individual to analyze and evaluate, see the big picture or look at the cause and effect of a particular event. By doing so, both you and the prospect can better determine what the real needs are and focus on the solution. Some examples of perspective questions would be “What effect did Hurricane Katrina have on your business and your industry as a whole?” or “Why do you think there are so many manufacturing problems?”

Another kind of question is possibility. These questions help individuals view their world differently by adding or eliminating constraints or by testing a hypothesis. They are useful to you as an inside sales rep because once the individual sees how a situation would look if certain issues were solved, he or she is typically very interested in proceeding. Examples of possibility type questions would be: “If the product could be warehoused off shore, how would that affect the shortage caused by the devastation? Or “Additionally, if the products were warehoused off shore, what might be the potential savings to your organization?”

The final kind of question we should be asking is feeling. If asked too soon, they are “off-putting.” Feeling questions explore the personal impact of a situation on the prospect or his company. They are questions such as, “How is this situation impacting your work load?” Or “What pressure is the situation having on you.” These questions are useful once a relationship has been established because they help you to be seen as a business advisor, more so than a vendor.

Questions are critical to any inside sale person’s success. Poor investigation skills make sellers less motivated to move forward. Top sales performers remember to ask thought provoking questions. They plan out what they might say and take the time to learn as much as they can about the prospect before placing the call. They ask a variety of questions.

Question: We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Listening needs to be continuous.

Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking.

Before:
Listening before responding requires that we pay attention to the emotion we hear in the client’s voice as they begin to speak. Do they sound annoyed? (Maybe you have interrupted them at a busy time). Do they sound frustrated? (Perhaps, the product has not been delivered when promised, and a delay is costly). Do they sound friendly? (They are eager to talk to you). Listening to how the person sounds will help you to frame your responses in the appropriate manner.

During:
If you have sensed any emotion in the caller’s tone, you should begin your response with an acknowledgement or an alignment statement. For example, “It sounds like this delay has really created some problems.” OR “It sounds like I am interrupting. When might, be a better time for us to review this contract?” After your alignment statement, your response should be clearly stated. It should not be buried in too many words. Filler words should be eliminated.

After:
After you have finished talking, you should listen carefully to the person’s verbal and non-verbal comments. For example, if you hear sighing or any similar sounds or if the person interrupts, you should be aware that things are escalating. Your explanation may have been too technical or unclear. You need to re-explain using other words or analogies to facilitate understanding. On the other hand, if you hear, “um hum,” or “ok” the person is agreeing or at least, following your reasoning.

Listening attentively requires work. Just because you have two ears, you may not be a good listener. Customers have choices today, and when you are on the phone, there are no visual cues to suggest you care. They need to get a sense you are truly listening. If you listen before you speak, while you are speaking, and after you finish talking, you will make a positive impression.

Question: We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

How to keep virtual meeting attendees from being distracted or multi-tasking.

Virtual meetings are a perfect storm. Since attendees know they are not seen, they are often tempted to do additional things. People check email and voice mail. Some even let the dog out or do laundry! If you are the host, multi-tasking attendees are not what you want. So how do you keep people engaged?

1. Sound energetic. Your voice is the best way to coral your listeners. If you sound enthusiastic, sincere or eager, listeners are more apt to stay attentive. On the other hand, you invite trouble with a monotone. A voice that is compelling has highs and lows or what is called vocal variety. Words are emphasized in each sentence so that people know what is important. To maximize the impact of your voice, pay attention to your posture, gestures and expression. Standing up, for example, starts to get the body in motion. Adding gestures and smiling will continue to magnify the energy.
2. Begin with a strong opening statement. People make instantaneous decisions. In those first few minutes, people decide whether your meeting is important. Begin by acknowledging the purpose of the meeting, why it is important, how they will benefit and what you need from them. This overview sets the stage. Choose your words carefully. Use strong nouns, verbs and adjectives. Without grabbing attention as you open, it is doubtful you will prevent people from doing other tasks.
3. Add personal stories, examples and analogies and even humor. As the host, it is your responsibility to keep people’s attention from start to finish. If you are boring or droning on about something, listeners will tune out. Make a business point stand out with a personal story. Help non-technical audiences understand by citing examples or using analogies. Add a touch of humor and you will be someone people will enjoy versus tolerate.
4. Ask meaningful questions. When you are the host, it is important to consider the quality of your questions. Remind yourself to ask at least one riveting or thought-provoking question for every key point. For example, questions that might stir a lot of discussion are “What are the risks that we need to avoid?” or “How will we measure success?” Try to get interaction from everyone. If you haven’t heard from a particular person, ask their opinion. “Jack, I haven’t heard how you feel. Would you mind sharing your thoughts?”
5. Make your listeners do things. The more active your listeners are, the more productive they will be. Utilize the available technology tools, such as chat, the annotation tools, the emoticons or the break out rooms.
6. Applaud ideas or expertise. When you start calling out people for their contributions, others will notice and want the same recognition. “Mary, I know you have a lot of experience in compliance issues. Can you share how best to proceed?” “Ralph, thank you for sharing what you learned from the beta tests you did with the Project Launch for Optima. Those results are priceless and will shortcut our efforts.”
7. Create simple, colorful slides. In a virtual meeting, slides take prominence. Keep your slides simple. Viewers should easily see the point. Slides should not make multiple points. They should advance your story. As you create your slides, make sure they are interesting and colorful. Be sure to add images, charts and graphs. Avoid excel charts. Try to synthesize your ideas.
8. Keep to the schedule. Begin and end on time. People go from meeting to meeting and resent when a speaker goes over-time. Allow ample time for questions.
9. Turn on your webcam. It will create an emotional connection with attendees and build credibility. While not everyone has a webcam, the host should encourage those who do to turn them on. It will keep them more attentive. If using a webcam, remember to look directly into to your camera.
10. Anticipate problems. In a perfect world, nothing will go wrong, but the odds are in the virtual world, problems will occur. It is a good idea to sign in as a guest with a second computer loaded with your slides at the ready. If for some reason, you are having a problem, you can move to the second computer and continue on without interruption.
11. Find an assistant. The last thing a speaker needs to do is multi-task. It is a lot easier if you appoint another person to handle all the technical issues, like assigning privileges or monitoring chat.
12. Have the right attitude. Be yourself and stay humble. Be prepared for dissension and don’t become defensive. Know where resistance will come from and how best to approach it.

We live in a global society, and virtual meetings are, more and more, the norm. As the host, you go to a lot of trouble to prepare. To ensure that people will stay attentive and not become distracted, be sure to utilize our suggested tips.

Question: What do you do to involve listeners who are easily distracted when you are hosting a web session? We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

It’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner.

A good portion of anyone’s day is spent on the telephone. Everyone wants to make a good impression, but it’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner or whether they will trust and believe you. In fact, studies confirm that your impact over the phone is established within four-seven seconds through the tone of your voice.

If you had them from the “Hello,” it was undoubtedly because you sounded friendly, sincere or interested. If you made a bad impression, it was probably because your voice sounded flat or lifeless. Sometimes, after making or taking call after call, your voice becomes a monotone. When listeners hear this lack of energy, they often question why they should be excited by your idea or motivated to take action.

Many of us also speak quickly. Over the phone, it is very difficult for listeners to keep up, process information or take notes. It signals that you just want to get them off the phone or are in a hurry. Some may even feel that you are trying to “pull a fast one on them.”

People read a voice. If there are noticeable filler words, such as “um”,” ah,” and “you know,” listeners question the speaker’s competence or knowledge on a particular topic. You generate confusion. A confused mind never says “yes.” It is not so much what you say, but how you say it that makes a difference.

To enhance the tone of your voice, you must master the pause. A one or two second pause at strategic places will allow you to emphasize important points and ensure that your ideas are understood. It will help listeners to “hear” your sincerity and excitement right from the “get go.” You will sound like you enjoy what you are doing and increase the likelihood of them wanting to talk to you.

Tone of voice is critical. A pleasant voice makes people want to do business with you. It creates a connection. Make sure you have your listeners at the “Hello.”

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in your reaction to this article. You may comment on this article, share your concerns or ask questions about incorporating stories into your presentations.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.