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PHONE
EXPERTS
Phone experts
know that people are more responsive when:
They feel valued and
appreciated.
They feel understood and
listened to.
They believe that the caller is
sincere, knowledgeable, aware of their business needs,
interested in them.
They are drawn to HOW the
message is delivered.
They feel the caller’s
presentation is natural, spontaneous, interesting.
They assess the caller to be
educated, articulate and clear.
The message is short and to the
point.
The message contains familiar
language and concepts relating to their lives and does not
‘lose’ them with technical jargon.
The wording of the message
appeals to their emotions using benefit / value-added language.
They can picture the caller to
be credible, dynamic speaker.
They get an answer to the
important question: ‘what’s in it for me?’
The message is worded in
positive, clear language.
Phone
experts know that people are less likely to listen or be
cooperative or may come accross antagonistic when:
They feel belittled and
undermined.
They feel unrecognized and
unimportant.
They believe their opinions and
feelings are not respected or considered.
They are made to feel as if
they are in the wrong.
They feel ignored.
They feel taken for granted.
They feel disrespect, lack of
common courtesy.
They feel distrust.
They feel no need to listen.
They believe
there is only one way to think, feel or act – and that is their
way.
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