Applications Exercises:
Don't Wear a Snow Suite to Hawaii
Application Lesson 2
If you have complete the previous lesson, you are now very aware of the power of tone and hopefully
can recognize and spot tone that will help you handle your customer as well as projecting the
specific image you wish for yourself.
In this lesson we are going to get an introduction to actually using this to improve your telephone
sales presentations. If you don’t already have a telephone recording jack, you will need one for this
exercise.
Exercise 1: Eliminating bad tone, employing good tone
Start this exercise by capturing 2 or 3 actual sales calls where you can hear both yourself and the
prospect. Prospecting calls are the best for working on this as they provide the most challenging
environment.
Play your first call and listen specifically to your tone. See if it contains that positive passion
and enthusiasm that just feels like a smile when you listen to it.
When you find a section where your “presentation voice” is missing try to figure out why and what
you could do next time to improve this. Write it down! One place you will notice your “casual voice”
appearing is in greetings and “small talk.” This is one of the reasons they are very dangerous to the
salesperson – if you don’t pay attention you will continue your sales presentation in that casual
voice.
Next, see if anything the prospect said or generated in tone was the cause of your loss of
presentation voice. You will find that objections or road blocks to the conversation or sale may
cause you to lose your presentation voice. Once again think about how this could be avoided in future
calls (Attitude, you do have a choice how you react and your reaction makes a difference.).
Exercise 2: Working prospect tone
Notice the initial tone of your prospect and if possible use it to your advantage. If the prospect
answers with a rushed voice, counter with “It sounds like your are rushed – is there a better time
I may call you back?”
Take your primary statements in the call and note any changes in your prospect’s tone. Did you
notice during the call – especially if the prospect’s tone went more negative in some way. Analyze
the situation and come up with whatever improvements you can think of for your next calls. Write it
down!
Exercise 3: Implementing what you learned
Take the notes you have created for improving your calls and go through them a couple of times. If
you think of new things ad them, then before you start your next calling session make a quick review.
Then make your best attempt to improve what you have done. Repeat the process as often as you want.
The more times you do this exercise the more things you will learn and the better you will get at
using the power of your voice in your telephone selling.
Good luck and good selling! And please send me any comments about your successes or failures so that
I can share in the excitement or help you further.
Application Exercises Complete
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If you have any questions about these exercises or the associated video, do not heistate
to call or write. I will be glad to help.
Telephone: 408-460-7178
Email: Question@telesalesuniversity.com
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If you want to learn how
to sell on the telephone,
or manage inside sales
you're in the right place!
Sales & Management Educational Quizzes
On our www.penoyer.com web site.
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