Record Your Phone Calls – Increase Your Conversions

Posted by
Mike Lyon
Date
 March 25, 2008
Comments
4 comments

I’ve had plenty of sales associates (even a sales manager) tell me, “I do better selling face-to-face, it’s hard for me to connect with people over the phone or by email.” The problem is that customers aren’t shopping face-to-face, they’re shopping online, and the primary forms of communication during the “shopping phase” are email and phone. It is critical you become great at communicating by email and especially over the phone.

It is amazing what happens when you record and listen to your phone calls. Once you get over the initial shock of how weird your own voice sounds, you can start to dissect the conversation and pinpoint ways to improve your delivery.

The first step, of course, is to take the time to record yourself talking with a customer. Ask others whom you trust to analyze it with you to constantly improve your methods. Also, be sure to record every message you leave. You will hone your phone skills as you do this. Remember, most messages are relayed through non-verbal communication, such as facial expressions, posture, etc, when you speak on the phone, you are relying solely on your verbal communication. It is imperative that you are not focusing on what you should say next but how you will say it. The way you can overcome this is by memorizing proven scripts that will help you speak effectively on the phone.

In addition to memorizing and utilizing scripts, here are some excellent tips that lead to better phone communication:

• Maintain good posture.
• Smile when you talk – it comes through on the phone.
• Slow down your speech.
• Listen to the customer – do not interrupt.
• Ask multiple and engaging questions.
• Prepare in advance.

Sales managers – if you are worried about your staff not recording their calls – do it for them. Use a service like Callsource or Whoscalling to record, track answer rates and use the results for training.

  • Paula

    I do this all the time, but it is illegal to record calls, without the knowledge of the other party.

    I ask permission by saying if I should forget something important, this will remind me later – still I have some who do not opt in to be recorded.

    I am going to check out the 2 services you mention, perhaps they have a way around this issue.

    btw – you are RIGHT. You will think you sound weird, but you will also notice the number ONE problem; too many interruptions and not listening to the person (this even happens face to face) and even though I’m from the South and speak slow, on the phone it is still imperative to slow it down even further and follow up with ‘does that make sense?” This gives the other party the opportunity to ask questions rather than say, I have NO CLUE what you just said.

    Great column!!

  • Paula

    I do this all the time, but it is illegal to record calls, without the knowledge of the other party.

    I ask permission by saying if I should forget something important, this will remind me later – still I have some who do not opt in to be recorded.

    I am going to check out the 2 services you mention, perhaps they have a way around this issue.

    btw – you are RIGHT. You will think you sound weird, but you will also notice the number ONE problem; too many interruptions and not listening to the person (this even happens face to face) and even though I’m from the South and speak slow, on the phone it is still imperative to slow it down even further and follow up with ‘does that make sense?” This gives the other party the opportunity to ask questions rather than say, I have NO CLUE what you just said.

    Great column!!

  • Great point – be sure to check with local rules. Most times only one party needs to know they are being recorded. Thanks for the feedback!

  • Great point – be sure to check with local rules. Most times only one party needs to know they are being recorded. Thanks for the feedback!