I’m assuming that if and when you visit a prospect or customer, you are concerned with your appearance. You certainly wouldn’t look like you just crawled out of bed, nixed the showering, shaving, grooming, and makeup, and threw on tattered clothes and beat-up shoes.

However, that’s the impression some people give over the phone. Just as you form impressions of others within seconds over the phone, they do the same with you. Sounding stilted, awkward, or careless can negate everything you say, because how you say it will quickly alienate the prospect.

The good news is that it’s easier and quicker to modify and improve the way you sound than it is the way you look.

Don’t Sound Like a Salesperson

I fly a lot, and I admit I often tune out the flight attendants, but one exception comes to mind.

The flight attendant was making the routine pre-takeoff announcements. I was buried in a book, but the message coming through the speaker broke my preoccupation. It actually sounded like someone talking normally, as opposed to the usual reading from a script.

I listened. Intently. It was different than the same droning speech I’ve heard so many times, could probably recite, but couldn’t explain in my own words because I’ve never really consciously listened.

Her voice was upbeat, conversational, even a bit giddy: “OK, this is a seat belt,” displaying one in her hands. “Keep it on when you’re in your seat because you don’t want to hit the ceiling if we run into turbulence. And is there anybody in the world who doesn’t know how this thing works? Good, so I don’t have to go into the stuff about the flat end going into the other piece. That’s kind of silly, isn’t it?”

She was hilarious! Looking around, I saw everyone else paying attention also. They were smiling and commenting to each other.

Upon landing, she was at it again. “Ok, we’ve landed—duh, no kidding, right? We’ll be driving around for a few minutes … OK, you know better than that—a lot of minutes.”

While in line waiting to exit, I complimented her on her announcements.

She apologized, “I’m sorry about that. We’ve been flying since 5:00 a.m. and have been stuck in two weather delays. I’m dog tired, and this is my last stop. I’m just a bit goofy today.”

I told her there was no need to apologize for actually sounding human!

What is it about presenting—whether it be prospecting by phone or speaking before a group—that causes some people to cinch up and sound like a synthesized robotic voice?

If we sound “canned,” like we’re reading from a script, or like, or as if we have a mouth full of mashed potatoes, we will get ignored.

But, many people sound that way. And many of them don’t realize it. Here are a couple of points to keep in mind.

We tune out—and are often annoyed by—unemotional, canned messages. Think about the sales calls you get at home. They start with a couple of seconds of dead air then you hear the din of what sounds like a noisy restaurant, and the monotone voice greets you with, “Hello, can I speak with [mispronunciation of your name]?” Then they begin reading a script.

Likewise, think about some really bad acting you’ve seen in a play or movie. It looks and sounds stilted … unnatural, like it’s being read. It has the same turn-off effect. People will speak with those who sound conversational.We are attracted to, and connect with, those who are natural and likeable. The better prepared you are, the more natural you will sound.

Practice humanizing your calls. Remember, you’re talking to another person, not at a phone instrument. Pretend you’re talking to a good friend on a subject you are truly passionate about. Picture that person as you speak with prospects. You’ll sell more by not sounding like a salesperson.

Record Your Calls and Review Them Regularly

This is without a doubt one of the best activities you can engage in to improve and to make more money. Let’s look at the benefits of recording and reviewing your calls.

Legalities of Recording Calls

If you’re wondering about the legalities of recording your calls, at the time I’m writing this, 11 states require that you let the other person know (which really ruins the mood at the beginning of a prospecting call). The remaining states require that only your end (that would be you) knows that the call is being recorded. Although I always thought I would be a good trial attorney, I’m certainly not one, nor am I qualified to give you a legal opinion. I suggest you do an online search using “is recording phone calls legal?” and you will find numerous sites listing the various state laws and, interestingly, different interpretations. At your free Smart Calling Companion Course we update the latest compliance regulations for the various states. Steve Richard, whose company ExecVision provides software to review and coach calls, has supplied an example of an actual call monitoring consent form for employees to sign, acknowledging they will be recorded for training and coaching purposes. (Go to SmartCallingBook.com, Chapter 17.)

Many companies have a recording capability built into their phone systems. The voiceover IP phone service I use automatically records all of my calls. If yours does, take advantage of it. If not, or if you want to do it on your own, there are many options, including for mobile devices, available if you search online.

Stand for Sales

The next time you’re on the phone, try standing up as you speak. Researchers at the University of California found that we can process information 5–20% faster when we’re standing than when we’re sitting. According to Perry Buffington’s Cheap Psychological Tricks, standing increases a person’s heart rate by about 10 beats per minute, which in turn stimulates brain activity. So, when you have particularly important calls—or when you hit the wall after lunch—get on your feet to get the mental juices flowing.

And if you don’t use a headset, get one. They are proven to make you more productive. I don’t want to hear the arguments about how they don’t feel good; just invest in a good one. There are a number of models that you can barely feel when wearing them. I am fanatical and uncompromising about my sound over the phone, and I use what I consider the best on the market. See it at www.SmartCalling.com/headsets.

Voice Improvement Self-Study

If you are really serious about improving the way you sound—both on the phone and in person—check out Speak to Influence, a book by top voiceover talent and coach Susan Berkley. Also, in your free Smart Calling Companion Course you will find a webinar that Susan did for my Inner Circle members: “Your Voice Is Not Optional: How to Use the 4 Vocal Influence Types™ in Selling to Build Trust, Increase Rapport, and Close More Sales.” View it at SmartCallingBook.com, in Chapter 17.