Telesalestips for the week 14-06-99

Mirroring

Mirroring or mimicry is an art that allows you to get in direct contact
with your customers sub conscious mind and it is one of the most
powerful and dynamic tools. It is a very simple technique any one can
learn. What you have to do is to mirror or mimic your customers
behaviour and action as you possibly can and also as quickly as you can.
This technique is very successful for sales people who meet customers
face to face. Also telesales people can mirror or mimic by repeating
words, sounds and behaviour you hear on the phone.

Voice

Your voice is one of the best tools for establishing rapport. You can
match some one's voice, pitch, timbre or inflections. Listen carefully to
your customer for the first 3 minutes of your conversation.  Make a
clear note of everything you hear, word inflections, the length of their
sentences, how loud or soft their voice are.  pick out what you find it
distinctive and try to match it. Keep in mind your accent is very
important. People expect you to talk the way they do.

Voice patterns

Voice patterns are especially important for people who make their living
in telemarketing.The person on the other end of line has nothing else to
go on, your voice is the primary method of building rapport.  Always
make sure the listener knows you are sharp, intelligent and educated.
Through your voice he or she should know you are a successful and
confident person.

Listen to customer's speed of voice. Adjust your own pace to match
theirs. Also their speech pattern. You can't duplicate some one's voice
exactly, but the more you match the more closer you become. If the
customer has a high pitched voice increase the pitch of your voice. If
the customer speaks slowly you speak slowly.

Body Language

When you are meeting prospect face to face see what he is doing. If he
shakes hand firmly you also should shake hand firmly. If he shakes hand
gently you must shake gently.  If the customer is standing with his hand
in his pocket you remain standing with the hand in your pocket. If the
customer coining certain words respond quickly as possible with the same
words. Keep in mind when you mirror or mimic what your customer is doing
make sure you and the customer are focused 100% on the subject of your
conversation. Then customer will not notice what you are doing.

Practice it every day. I have seen sales people doubling their income in
one or two weeks.

Sales Thought of the week

By changing your negative habits, attitudes, character and behavious you can climb the ladder of success.  W.saga.

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