Para Verbal

The Power of Tone of Voice (38%)

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Tone of voice plays a significant role in how your message is received. This includes the pitch, pace, and volume of your voice. A friendly, confident tone of voice can build trust and put your customer at ease. Conversely, a harsh or impatient tone can create tension and drive customers away. Make sure to listen carefully to your customer's tone of voice as well, as it can give you valuable insights into their thoughts and feelings.

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Pitch

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The first words out of your mouth draw an image in the mind of the customer by the way your voice sounds. The pitch is the highness or lowness of your voice.

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The pitch of your voice will associate you with a certain personality trait. For example, a deep resonant voice is associated with dependability (think of the guy in all the All State commercials), whereas a flat, monotone voice is associated with a boring person (think of Ben Stein “Bueller....Bueller....”) Use your voice to draw the image you want the customer to see. Proper pitch is also important to the meaning of what you say. Without changing the words, say the sentence, “I feel fine,” out loud. Now use the pitch of your voice to communicate that you are happy, sad, angry, or scared. Try it again as a straight statement, then as a question. Just by altering the pitch of your voice, you can say the same thing in many different ways. In sales, you need to use the pitch of your voice to communicate that you are confident and dependable.

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High pitch in sales typically suggests excitement, energy, enthusiasm, and urgency. It is often used by salespeople to grab the attention of potential customers, create a sense of urgency, and convey the importance of the product or service being offered. However, it is important for salespeople to strike a balance and not come across as too aggressive or pushy.

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Low pitch in sales typically refers to a more relaxed and conversational approach in the sales process. This may involve speaking in a softer tone, using less aggressive language, and taking a more laid-back attitude towards closing the deal. Low pitch sales strategies are often used to build rapport with the customer, create a more comfortable buying environment, and avoid coming across as pushy or aggressive.

A common mistake is singing your approach. This is usually done in a rhythmic pattern. “Hello, my name is John/Judy...(pitch goes up) I am with Aveyo...(pitch goes up). I have a new program...(pitch goes up).” The pitch used in this approach is consistent in the pitch used to ask a question. This tells a customer that you are questioning yourself and that you are not knowledgeable or confident. Record or have a friend listen to your approach. This will help you identify and fix any problems with the pitch of your voice.

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Speed

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Closely related to volume, speed plays an important role in para-verbal communication. Those same intrusive salesmen that talk loudly will usually talk very fast. To avoid the salesman stereotypes, slow down.

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Rookie reps typically talk too fast. They feel that the customer wants all of the information they have to offer. Talking fast always turns a customer off. If you talk fast, you will set off all kinds of alarms in a customer’s mind, saying, “Warning – They are selling something!”

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Your speed should be at the pace that you would have regular, relaxed conversations. Such a pace lends to your credibility and will be contrary to the loud intrusive salesmen. When nervous, people tend to speak faster than they think. So concentrate and slow down, especially during the first few weeks of the summer. 

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Tonality

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Tonality is how your voice sounds when talking with customers. It is the quality of your voice. It is a powerful tool in sales that goes beyond the actual words spoken. It influences emotions, builds connections, and contributes to the overall effectiveness of your communication. Being mindful of your tonality and adapting it appropriately to different situations can significantly enhance your success in sales.

Closing Techniques:

• During the closing phase, using a confident and assured tonality can contribute to the prospect's decision-making process. It helps convey that you believe in the value
• When addressing objections, maintaining a calm and reassuring tonality is essential. It helps to diffuse tension and communicates that you are open to addressing concerns without being confrontational.
• Your tonality during listening phases is equally important. Responding with appropriate sounds and expressions conveys attentiveness and engagement, making the prospect feel heard and understood.
• Using variations in pitch, volume, or pace to emphasize important information can help ensure that key points stand out. This can enhance the prospect's understanding and retention of crucial details.

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Pausing

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Do not be afraid of silence. Pauses will help you slow down and will incite action from customers. The top reps all talk slowly and insert pauses. It is a natural reaction to avoid silence, however, silence is a powerful communication tool. Pauses force the customer to make a decision and indicate when it is time to respond. Insert pauses after a closing statement or question. This tells customers that you are not afraid of your message and that you are willing to wait for their answer. 

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Remember, the person who talks first in the silence game loses. Good reps will be secure about their message and utilize timely moments of silence. 

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When you pause it draws the customer in and makes them feel as though the previous statement was of importance. It’s also important because it allows you to break up the conversation so that the customer can digest what you’re saying.

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Volume

Volume is the loudness or softness of your voice A recent advertisement for a new TV displayed a feature called the smart button. This feature adjusts the volume, keeping the viewer from being hassled by commercials that are louder than the normal volume. So, when a loud commercial comes on, the TV automatically adjusts the volume, keeping the intrusive noise of an obnoxious commercial from assaulting the viewer. Customers that you meet on the doors have a built in “smart button.” To keep customers from thinking that they need to use their smart button, adjust the volume of your voice.

Stereotypical salesmen are loud and intrusive. Think of a salesman that fits this description. Was he loud? When you are in your office conducting business, you rarely need to raise the volume of your voice to communi- cate. Someone who is confident in his or her message has no need to speak loudly. When talking to a customer, speak softly. This forces customers to pay attention. They become more interested in what you are saying and this allows you to control the conversation. Also, this shows that you have confidence in your message and illustrates your knowledge.

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