Saratech Inc Blog: Want to Connect Over the Phone? Lose the Script! Saratech Inc Blog: Want to Connect Over the Phone? Lose the Script!

Want to Connect Over the Phone? Lose the Script!

If you ask any new salesman or customer service representative what the most intimidating aspect of their job was when they first started and most will probably say it was making cold calls or talking to customers over the phone. That same jittery feeling in the pit of your stomach from days of public speaking in school and the nervous shakes you get in your hands and in your voice all comes back and you hope that maybe no one will answer the phone or you will get a voicemail and a memorized script will save the day—no real conversation needed.

The problem is this: no one likes to hear the voice of someone who is reading from a script. As much as we want to turn the channel or walk out of a movie when we see terrible acting, most people will want to get off the phone when they are not convinced that the purpose of your call is genuine. The only way to sound genuine and be genuine is to lose the script! It is a daunting suggestion to ask of anyone that is not seasoned or comfortable talking with complete strangers on a consistent basis. The truth is, the only way you will ever get comfortable with or begin to develop a relationship with others, whether you are in customer service or sales, is to realize that there is no such thing as a “perfect” phone call. You certainly cannot control how the person on the other line is going to react or what kind of mood that person will be in. So, what do you do to increase your odds of having a successful call without a script?

1. Become knowledgeable about your product, your company, the purpose of your role and any information you need to know about the person you are calling before you call. Being armed with this knowledge will eliminate the need to rely on a script as a crutch and you’ll have a confidence in your voice and the ability to handle any unexpected questions or hiccups in the call.

2. Smile when you talk. It is true that people can sense if you are happy when you are speaking to them. Remember that voice you hear on the other line is a person too and who wants to hear a Mr. or Mrs. Grumpy-Pants? Happiness is contagious and, even if the person on the other end seems rude or aloof, you’ll be more apt to end the phone call on a positive note if you exude a cheerful and happy vibe.

3. Listen! Do not got into a phone call with such focus on your agenda of the call that you lose sight that you are having a conversation. While it is important for you to help keep a conversation on track so that you can do your job and fulfill your purpose, you still have to pay attention to what the person is saying or you may miss important kernels of information or even questions that need answers.

The last piece of advice is to practice, practice, practice. Even the most experienced professionals flub calls or leave unintelligible voicemails every now and then. We are human. Just go in with a positive attitude and confidence and you’ll be on your way to generating genuine connections with your audience.

Labels: customer service, listen, product, salesman, script, smile