About 3 months ago I borrowed some money against a property I own. After the closing I began receiving credit life insurance solicitations in the mail.
Curiosity getting the better of me, I responded with a request for additional information.
A few weeks go by & I receive a phone call.
"Mr. Trowe I'm ____ with ______ " the female voice said. "You requested some information about our credit life insurance policy. We will have a rep in your area on ____ (which was 2 weeks away) does that work with your schedule?"
I agreed to the meeting.
Yesterday was the day the rep was scheduled to meet with me. (way too much time elapsed from the event that created the opportunity and the time the appointment with a salesperson)
About an hour before the appointed meeting my phone rings with an area code prefix from the other side of the state.
"Mr. Trowe? This is _____ with ______. We are supposed to meet today" the male voice said flatly.
"yes, I said" and paused giving him the opportunity to continue . . .
"well, I went to start my car" his voice trailing dejectedly downward "and it wouldn't start."
I jumped in very quickly with an uptempo voice I said "that's OK, we can reschedule our meeting."
"yeah, could we reschedule?" he asked still monotone and clearly discouraged.
"Sure, it's no problem" I replied.
"ok, I will be back in your area next week."
I was trying to make this particular phone call easier for him but it was like trying to put an elephant in a tree.
His call gave me every opportunity to completely cancel on him and his phone demeanor actually encouraged me to cancel on him.
I know it's a bummer when you get in your car to go on an appointment and it won't start. I know very well how frustrating it is to have cars that do not work properly - but that's a different post.
When you call a prospect or client - your voice and tone can make or break your sale.
You have to portray energy, excitement, and enthusiasm, especially if you have never met.
Even if you are calling with what seems like bad news, stay positive. You are in the commitment business. Have a commitment objective - and stay focused on achieving your objective.
If you come across as depressed, discouraged, downtrodden, you will run off the client before you get to your second sentence.
As basic as having a positive tone of voice is to sales, too many sales people fail to use it. Their voice and demeanor portray failure. Their pace & tempo are like throwing a wet blanket on the conversation.
You don't have to talk fast and slick but you do have to project confidence. You are the solution to your clients problem.
Rick Trowe and I'm Standing Up!