New and existing patients call because they want dental care.
The tone of your voice makes a big difference in whether they schedule an appointment.
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The 7-38-55 Rule
UCLA professor Albert Mehrabian’s research determined communication is composed of three important elements: spoken words, tone of voice, and body language.
How do these 3 compare when it comes to their impact on sales?
-
7% spoken words
-
38% tone of voice
-
55% body language
“Wait--body language?
They can’t see me over the phone.”
Your body language does matter because it is reflected in your tone of voice. And over the phone, your body- and mind-influenced tone carries more than 38% of your sales weight.
Because TONE is SO important, here are 6 tips for improving your tone on the phone.
DO THIS with your body just before you answer each call:
- Take a breath
- Sit up
- Smile
- Turn off or tune out distractions
DO THIS with your body:
- Check yourself in the mirror Does your face appear bored, frustrated, or sleepy?
Then, change it by sitting up and smiling. Sip water, breath, stretch…whatever it takes to energize and focus on the task at hand.
DO THIS with your mind as you say hello:
- Imagine a VIP is on the other end of the call
- Believe your supervisor is listening to the call
- But most importantly, put yourself in the caller’s shoes because the caller could be terrified of going to the dentist and even of calling you
DELIVER THIS with your tone as you speak:
- Friendliness
- Energetic eagerness to help
- Empathy for the caller’s needs and concerns
- “Can do” attitude
- Competence
DO THIS with your body and mind:
- Lean in
- Actively listen to spoken words
- Actively listen for unspoken concerns
PROACTIVELY erase thoughts like these:
- “Here we go again…”
- “They can leave a message.”
- “They’ll call back.”
- “Argh, I don’t have time for this.”
- “What do they expect from me?!”
REPLACE them with thoughts like these:
- “Cool, here’s a call with an opportunity to fill our schedule.”
- “If I answer this now, I’m more likely to make a sale.”
- “I’ve got this!”
- “Phone calls are the engine that grows our practice!”
- “Oh good, I get to make another win for the team.”
More training resources regarding TONE: