Telemarketing: The Blind Leading The Blind? Avoid this happening to you

Having read a lot about the detection, interpretation and use of body language in building relationships with prospects, it struck me like a bolt of lightening that whilst on telephone, we may as well be blind. Since we can only listen with our ears and detect, interpret and use the other persons’ vocal expression as our guide, we become utterly dependent upon the two vital organs on each side of our head.

Often, we’re able to detect stress, doubt, concern, joy, and a range of other emotions with our ears and yet we fail to act on these signals. To some people in a telemarketing role, spitting the “pitch” out to people or thinking about what to say next counts for more than the signals the other person is giving out. Would we be so rude if we were face to face with a prospect?

When you detect something is distracting the person you’re speaking with on the phone, stop the conversation:

“I sense that your concerned about something” “Is the noise around you distracting? Is it better to call later? When…?”

Similarly, if a prospects’ vocal tone and words sound incongruous, for example: “I’d really love to see that working for us” expressed in a negative or sarcastic tone of voice will cause us to doubt whether the prospect genuinely means what they are saying. Again, stop the conversation: “From your expression, Mr Prospect, it sounds as though you believe it could never work for you” and wait for a response.

Taking such action to ensure that the person is ready, willing and able to communicate is not only logical, it is thoughtful and respectful. You’re instantly placing a value on both their time and yours.

To increase the effectiveness of being blind, it’s also helpful to ensure that you’ve no distractions at your end of the line: Instant messengers/email, other people, documents and books on your desk or PC, other phones ringing, all constitute distraction. Eliminate them immediately. If another phone rings, excuse yourself and explain to your conversation partner that you’ll be taking that phone out of action as soon as you’ve asked the other caller to call you back.

In fact the only time that your sight becomes truly useful on a call is for taking notes.

If blind people such as Helen Keller and Stevie Wonder can make enormous successes of their lives without the benefit of reading body language, what’s stopping the rest of us?

Copyright: Shaun Gisbourne 2009 - Author of PhoneMentor

Call +44 208 133 0702 or +44 203 348 8702.

Email: shaun@phoneforbusiness.com