Whats the need?Generating sales, or business

Ideally, you want to cut back on the number of customer rejections and increase the number of sales brought in by tele calling/ tele marketing.

Apart from all that we do to fix-up an appointment with a prospect like knowing and pitching your product really well and keeping his/her priority on mind We often, completely ignore the finer points of calling like our tone, body language, pronounciation, customer handling skills or even a greeting and the outcome of it.

All that youre doing is tremendous to initiate the business every time you start afresh.

However, if you put on that little extra wax on that car, you can make it stand out even on that already crowded street and thats the objective.

Every time we speak, we use a word or a group of words that are used in a certain way. For example, "run," "jump," and "be" are all used to describe actions/states.

And, many words are used in more than one way. For example, in the sentence "I would like a drink has word(s) of which the entire meaning will change the way we speak this sentence.

Depending upon the way we speak which includes the loudness or tone of our voice and pronounciation, etc. will bring out the actual meaning of a sentence It is very important to take care of all that is very important to help bring out the true meaning and essence anything that we speak.

Voice Pitch Tone Pronounciation Articulation Modulation Pace Body Language, and Listening

Your "voice" is the way or the quality that you "speak in.

Heavy, hoarse, soft, nasal are all the voice types.

Pitch is a sensation of highness or lowness of ones voice to the listener.

(i.e. throw of voice at a high or low scale)

A variation in the pitch of the voice while speaking.

A term usually describing the mood or atmosphere of a sentence spoken. It also refers to the speakers attitude to the listener (e.g. formal, intimate, angry, ironic, light, sentimental, sad, etc.)

The act or manner of pronouncing words, especially in a way that is accepted or generally understood. Note that the correct spelling of this word is pronunciation, not pronounciation, and it is pronounced accordingly.

Also, known as Enunciation - the act of speaking. Good enunciation is the act of speaking clearly and concisely. The opposite of good enunciation is mumbling or slurring.

E.g. The teacher's enunciation of even the most difficult words was impeccable.

The act of vocal expression, or in other words the act or manner of producing a speech sound, especially a consonant.

These vocal expressions are produced while speaking by shaping of the vocal tract and oral and nasal cavities by positioning mobile organs (such as the tongue) relative to other parts that may be rigid (such as the hard palate) and thus modifying the airstream to produce sounds.

Primary articulation refers either to where or how the vocal tract is narrowed or blocked to produce a consonant, or to the tongue contour, lip shape, and larynx height that determine the sound of a vowel.

The harmonious use of language, as in poetry or prose.

In other words, a change in stress, pitch, loudness, or tone of the voice while speaking to bring out or evoke emotions of the words or sentence.

Ideally, no. of words spoken per minute in a sentence. Also, known as Rate of Speech.

Depending upon the pace or speed at which we speak will enable the listener comprehend and retain the words, and thus sentence spoken.

Body language refers to any kind of bodily movement or posture, including facial expression, hand gestures which transmits a message to the observer.Non-verbal and often unintended communication on the part of one individual to another which takes place by means of facial expressions, head movements, eye contact, hand gestures, body positions and acts, tones of voice, and so on. In general, body language expresses an individuals emotions, feelings, and attitudes.

Hearing is simply the biological process of your ear converting sound waves into electrical patterns that are sent to your brain and it interprets them as sounds. Listening, on the other hand implies some level of comprehension. Meaning, that you can understand and respond to what you're hearing. Listening is a skill, where you interpret the sound signals into a message which then can be acted upon or reacted to (such as giving an answer, or taking some action as responding to a command).

Betty bought butter, but the butter was bitter, so Betty bought some more butter to make bitter butter better.

She sells sea-shells on the sea-shore.

I did not steal your fathers pink pajama.

Easy CustomersPatienceIn control of EmotionsLogical ApproachDifficult CustomersImpatientEmotionally ActivatedLimited Thinking

Active ListeningActive listening is a way of listening and responding to another person that improves mutual understandingConcentrate on the speaker.Avoid interrupting, daydreaming or early conclusions.Take notes as necessary.Restate the speakers message as you understand it and ask for clarification or confirmation.

EmpathizeApologizeThanking

Apologize: An apology such as I am sorry for the inconvenience caused can go a long way in building rapport or calming the customer.

Empathize: Another option is to show empathy with a statement such as I understand what you are going through. This way you are recognizing & acknowledging their feelings.

Thanking: We all know saying please & thanks is an act of common courtesy. Saying thank you makes other feel good about themselves & gives a positive impression.

If a customer is angry, never get angry. It can only turn an unpleasant little incident into an unpleasant big incident.

Do not try logical argument on a customer: it only adds fuel to the fire.

Do not grovel, and do not let a customer draw you into accepting his assumption that the organization is generally inefficient because of his own single unhappy experience.

The way to deal with an angry customer is to apologize for the specific inconvenience, and to take immediate action to put it right.

How may I help you

Could you please speak a little louder

May I place your call on hold for a minute

He is not available at this moment. May I take a message

Be Quick to Listen & Slow to Speak.Reflective listening, Empathy, and I statements help.Always use Customers Name.Acknowledge, not encourage.Patience Pays.Interruption is not always polite.Never let emotions come in your way. Understand that its your job.

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