What’s your closing average on the telephone? 30%? 50%? A frustrating response! Experiencing rejection is just part of the job in getting enough people to say yes. Have you heard the old line, “It’s a numbers game; it takes so many calls to get those appointments, so get busy!” After you get the appointment, does the prospect cancel or resist buying your product or service? How do you feel about that?
Now, through the study of psychology and human behavior, there are specific techniques you can start using today to gain faster rapport and determine how a person will decide to buy from you even before you meet them in person! The resistant or angry customer is no longer lost. Get your customers open to buying from you in the first several minutes on the phone with them. Here’s how!
On the telephone, over 75% of all communication is through voice tone and speed. Asking the right questions will get some appointments, but by carefully matching a person’s voice, tone, speed, and words, you will get more appointments faster! What you hear on the telephone from your customer tells you his “style” of communication. Every person you contact will have a preferred style.
Some people will speak in pictures, using words like see, look, focus, imagine, and picture. They will talk rapidly and lift up their voice at the end of each word or sentence. Speed of delivery is more important than careful pronunciation of the words. Do you know someone like this? Match their voice, tone, words, and speed, and you will hold their interest.
Some people will use sound words like listen, talk, discuss, tell, hear, and sounds. You will hear melodic and well-pronounced sentences. Poor pronunciation will turn them off. Use melody in your voice and talk long enough for them to get comfortable with you.
Some people will speak in feelings. They use words like feel, push, warm, touch, and move. Let the end of your words or sentences drop off. Words or pictures don’t impress them as much as a slow, soft voice that pauses every three words or so to breathe. Go slow with these people for best results.
Some people will speak in the third person. They will use words like analyze, logical, think, one, and discuss, and they speak in a monotone voice. Avoid asking them direct questions, and speak to them in a monotone voice and talk in the third person. This is the nonemotional style and they are the hardest to reach. By matching this style carefully you can cause them to relax and move to one of the three emotional styles. Which style do you prefer? It is easier for you to communicate with clients who prefer your same style. However, 75% of your potential clients prefer to use one of the other three styles. By carefully matching their style you can also reach these people!

When people feel comfortable with you in their preferred style, they will move through the other three styles to make their decision. As you listen carefully, you will hear voice changes and the use of different words. Take your pencil and draw a graph from left to right as their voice modulates. “Picture” people go up; “Sound” people modulate; “Feelings” people go down; and “Third person” people speak flat and monotone. Now that you have tracked your client’s voice, you’ll realize that to make strong decisions, people need to have a picture, sound, feeling, and logic. If you draw the graph of their voice changes, you know their decision making order and you will adapt your presentation accordingly. That is, using pictures, sounds, feelings, and logic in the order they prefer. Each person’s decision making order is unique to them, is habitual, and rarely varies.

Whether your goal is to generate new business, get more business out of current clients, or just gain a client’s agreement, the use of these techniques will get you strong results now!