During the first few moments of each call, reps must demonstrate that they are knowledgeable, competent, and confident.
But that can be difficult to do in just a few moments. Voice trainer Jay Miller. recommends the following techniques:
Use a big voice. If you speak too softly, the perception can be that you lack confidence. On the other hand, too loud a voice can be over-bearing. It may also affect your teammates. So find a good balance then push out a little bit to emphasize important points.
Be animated. A confident voice is animated and dynamic. To achieve this goal, Miller says to avoid speaking in a monotone.
Don’t mumble. “When you mumble,” says Miller, “listeners get the feeling you don’t really want them to hear what you’re saying or that you’re indifferent. Confident communicators aren’t afraid to commit.” To ensure your message is heard, slow down, speak distinctly, and make every word count.
More on projecting confidence, plus articles on finding your service style and embracing cross-selling appear in the July issue of Customer Communicator, the training newsletter for frontline reps.