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How can you listen to a prospect's tone of voice during a sales call?

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Listening to a prospect's tone of voice during a sales call is a crucial skill for sales development reps (SDRs). It can help you gauge their interest, mood, pain points, and objections. But how can you listen effectively when you're also trying to deliver your pitch, ask questions, and handle objections? Here are some tips to improve your active listening skills and use tone of voice as a sales tool.

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Nasreen Ahmad

Customer Success | Building Teams that Think Differently | Stanford LEAD | Tech-Savvy Innovator ??

1 Set the stage

Before you start the call, make sure you have a clear goal, a well-researched prospect, and a prepared script. This will help you focus on the conversation and avoid distractions. You should also use a good headset and a quiet environment to hear your prospect clearly. Finally, greet your prospect warmly and confidently, and ask for their permission to continue the call.

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Nasreen Ahmad

Customer Success | Building Teams that Think Differently | Stanford LEAD | Tech-Savvy Innovator ??
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Planning is task half done. You know your material, you know what to talk about and you know who you are talking to. All of this needs to be done before even planning the call.

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2 Pay attention

During the call, pay attention to how your prospect speaks, not just what they say. Listen for cues such as speed, volume, pitch, pauses, and inflections. These can indicate their level of engagement, enthusiasm, frustration, confusion, or hesitation. For example, if they speak fast and loud, they might be eager or impatient. If they speak low and slow, they might be bored or skeptical. If they pause frequently or change their tone, they might be unsure or conflicted.

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Nasreen Ahmad

Customer Success | Building Teams that Think Differently | Stanford LEAD | Tech-Savvy Innovator ??
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Nonverbal cues tell the most important tale. Watch out for those. They can be hand placements, eyebrow movements and even smirks :)

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3 Mirror and match

One way to build rapport and trust with your prospect is to mirror and match their tone of voice. This means adjusting your own speed, volume, pitch, and pauses to match theirs. This can create a sense of harmony and empathy, and make your prospect feel more comfortable and understood. However, don't overdo it or sound unnatural. You should still maintain your own personality and style.

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Nasreen Ahmad

Customer Success | Building Teams that Think Differently | Stanford LEAD | Tech-Savvy Innovator ??
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This is one of the key qualities of professional communicators, Matching the ways of the opposite party develops an unsaid connection, which goes a long way in being heard.

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4 Ask and confirm

Another way to use tone of voice as a sales tool is to ask open-ended questions and confirm your understanding. This can help you uncover your prospect's needs, challenges, goals, and objections. It can also show your interest and curiosity, and encourage your prospect to open up more. When you ask questions, use a friendly and curious tone, and avoid sounding interrogative or judgmental. When you confirm your understanding, use a respectful and empathetic tone, and avoid sounding presumptuous or dismissive.

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5 Respond and adapt

Finally, you should respond and adapt to your prospect's tone of voice throughout the call. This means acknowledging their emotions, addressing their concerns, and providing value. It also means changing your approach or strategy if needed. For example, if your prospect sounds bored or distracted, you might need to re-engage them with a story or a benefit. If they sound angry or defensive, you might need to defuse the tension with an apology or a concession. If they sound excited or interested, you might need to move them to the next step with a call to action or a trial offer.

Listening to a prospect's tone of voice during a sales call can help you connect, communicate, and close more effectively. By following these tips, you can improve your active listening skills and use tone of voice as a sales tool.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Lewis Hazeldine

Helping OD Leaders Develop & Retain Talent
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If you have the ability to record calls, you can reflect on how a conversation went by analysing the prospects tone of voice post-call. We use Hubspot conversation intelligence tool which connects with the CRM. It can automatically place, record, transcribe and analyse calls for you. It's great for training and development, at the end of the week we listen and Analyse recordings. It's helped improve my pace, tonality, how much I speak vs how much the prospect speaks and cut out filler words

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How can you listen to a prospect's tone of voice during a sales call?

1

2

3

4

5

6

1 Set the stage

2 Pay attention

3 Mirror and match

4 Ask and confirm

5 Respond and adapt

6 Here’s what else to consider

Sales Development

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How can you listen to a prospect's tone of voice during a sales call?

1

2

3

4

5

6

1 Set the stage

2 Pay attention

3 Mirror and match

4 Ask and confirm

5 Respond and adapt

6 Here’s what else to consider

Sales Development

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