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Using Tonality in Sales – Call Center Sales Training

I know as a telephone salesperson you have one focus, and that is to put food on the table. To close deals.  But ultimately, before you can do any of thatโ€ฆ you must know how to persuade and influence other people.As someone who provides English sales training in Tel Aviv, Israel… this is something that I teach.So in this article, I want to talk a bit about tonality. Meaning, properly using the sound of your voice. The exact way you’re saying things on the telephone with your prospects and clients.Everybody knows it’s not what you say, it’s how you say it. Especially, as a telephone call center salesperson.

So what is tonality?

Letโ€™s break it down…
1.  Your Highs and Lows
The pitches of your voice. For example, the A sharps, the B minors, and the D flats.What do you sound like when you speak with your family? What do you sound like when you speak with your co-workers in the call center during your lunch breaks? Think about it.Then, realize that the last thing that you should be doing is handling a telephone sales call the same way that you’re speaking to any of those groups of people.Why? Because your prospect is none of those. Don’t handle your sales calls using conversational tonality, but rather try to consciously use the highs and lows of your voice in a persuasive and influential manner.

2.  Your Pace

 The rate of the words coming out of your mouth. The pace of your sentences. The speed in which you’re speaking. For example: If you talk fast or slow.What about the pace? What about the speed at which you are speaking? FACT: Your pace says a lot about you.Your pace is conveying your intellectual levels. Your pace reveals your level of knowledge of the subjects covered in your sales calls.Your pace expresses if you are nervous or calm, excited or frustrated.
Tip:  Contemplate consciously using pace correctly during conversations with prospects and clients.

3.  Your Volume

The sound of your voice. Being loud or quiet. Meaning, what number decibels do you hit during the different parts of the sales cycle?The fact is that your volumes are not overly important, but there is definitely value in understanding how to control it. Yes, there are times where you should be speaking higher and some times you should be speaking lower.Example: During your introductions, you should be speaking at a higher volume.
Anybody can use Tonality!

Anybody can consciously understand how important it is, and begin to integrate tonality into their sales process. It doesn’t matter if you’re a young, meat hungry, thirsty beginner or you’re an experienced veteran salesperson.You should definitely and you can definitely learn more, grow more, and begin to use tonality in your sales process.
Who should use tonality?

Every single person who works in call center sales. If you are in the call center salesroom, you need to learn how to master your tonality. You need to, you should, and you have to understand that your voice box is the only tool you have aside from your intellect.Be on the lookout for the next article, where we’re gonna go into some deeper elements of how to use tonality.Finally, if you happen to be looking for English sales training in Tel Aviv, Israel… you know who to contact ๐Ÿ˜‰– Sales Development Israel, Always Be Growing