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What makes someone else more successful at telephone interviewing or telephone sales than another? Researcher Lois Oksenberg carried out a study to find out just this. She asked a group of telephone interviews and sales people to follow the same script, so success or failure could be nothing to do with what was said, but how they said it. She found a pattern that the successful callers followed:
- They had higher pitched voices.
- They had a greater range of variation in their pitch.
- They sounded more enthusiastic.
- They spoke more loudly.
- They spoke more quickly.
- They articulated their words more clearly.
Nalini Ambrady, a psychologist also carried out research on how important a message is delivered compared to what is said. She discovered that pitch, speed and intonation of the speaker is just as important as what is said.
So, next time you pick up the phone think about the 6 points above. Vary your pitch, be enthusiastic about what you are saying, make sure your message is clear and concise and can be heard.
Next week I will be talking about building rapport with a new client.
This blog has been inspired by reading Rob Yeung’s book ‘i is for Influence’.
To receive a FREE copy of ‘7 key tips to being a top recruiter’ 16 page eBooklet go to http://www.firebirdtraining.com/Pages/default.aspx
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Email: alison@firebirdtraining.co.uk
