Voice Mail

Think of voice mail as the automation that most individuals and companies have to announce who they are and to accept messages.

Direct First-Person Voice Mail

Congratulations! In this case, you have reached the person’s individual phone at his or her desk or a mobile device. There is a lot you can learn about your customer by listening to the voice-mail recording.

Here’s a tip: If you know you need to make an important call on Tuesday to Jose Juarez, a very solid lead, call Jose’s voice mail late at night, when you know he isn’t there, and listen to his voice-mail message, so you can prepare for the call the next day. Using this method, you will be able to listen to the customer’s voice recording more than once to learn his personality style from the voice-mail clues. For the actual sales call, it will be as if you already know him through his voice and can better plan for your call the next day.

As you listen, pay attention. Does he sound assertive and brusque or more passive? An assertive tone sounds forceful, confident, maybe hurried, direct, clear, and abrupt. A passive tone might sound more hesitant, careful, maybe detailed, has more filler words (uhm, oh, etc.), and typically pauses. This assertive versus passive determination is the first-level screen for you to identify the customer’s real personality type—in advance of having a conversation.

If the voice sounds assertive, the customer will be an A or E; if passive, the customer is either a K or a P.

The next clue you’ll need to listen to is whether this person sounds abrupt, friendly, or upbeat.

As sound terse. (“This is Jose, leave me a message.”) Notice how short the message is. As do not like to waste time; they thrive on accomplishing tasks quickly. You might note that many As also record their phone messages from their mobile phones (often on their way to the airport and going through a tunnel!)

Es sound more upbeat and animated, comparatively. (“This is Jose, since I missed your call, leave me a message and I’ll call you back. Thanks a lot.”)

If the customer sounds passive, this is a P or K.

Ps sound more monotone, remote, and possibly disinterested. (“You’ve reached Jose Juarez, leave a message or e-mail me at [email protected].”)

Ks sound warm, calm, smiling, and fairly detailed (“Hello, you’ve reached the voice mail of Jose Juarez. Sorry I missed you. You may leave me a message and I’ll call you back just as soon as I return to my desk later this afternoon. Have a nice day.”)

The challenge for you as the sales professional is that in a real-time call (one you didn’t do the night before as an inquiry), you have only two or three seconds to determine the type, and then make a decision as to how to manage the conversation. For this reason, prime yourself before each call to be ready to analyze and respond to a voice interaction. Be patient with yourself as you become accustomed to this process. You will learn to respond more quickly, just by practicing. It helps, though, if you are free of distractions each time and listening at a deep level so you can concentrate.

Leaving a Message

You can prepare to leave a voice-mail message consistent with the customer’s personality since you already know this person’s style. Match the personality and delivery style: Your tone, inflection, speed, energy level, amount of detail, rhythm, and approach should be consistent with the customer’s natural style. The purpose is to elicit a returned call.

Precise customers sound monotone, unemotional, and low energy. Ps typically do not like to communicate over the telephone. E-mail is their preferred contact method. So, it stands to reason that they sound as if it is almost painful to use the phone. This impression does not necessarily equate to their character or general happiness, but it does typify the way they communicate over the telephone.

If you are a high-energy person yourself, you will need to speak more slowly and deliberately for the P. Keep your message brief—between seven and twelve seconds—but resist the urge to speak too fast. If that’s too much pressure for you to do on the fly, prepare in advance with some sort of outline for a message that fits that person, such as: “Hi, this is Renee Walkup from SalesPEAK, and I’m calling to briefly discuss your sales team. Call me at 678-587-9911.” Remember to say your number S-L-O-W-L-Y. You are used to the number, but your recipient is not. No one will play the message several times to try to make out a garbled phone number. Even though that is generic as a message, you will need to change the energy level and tone to match the personality of the person on the other end.

For Energized customers, you’ll want to match their style with an energetic, lively, compelling message. Use clear enunciation and an upbeat rhythm. These customers enjoy excitement and want to hear enthusiasm in your voice, tone, and inflection. Just remember to slow down when you leave your phone number! Your message may sound like this: “Hi Kathy, it’s Renee Walkup with SalesPEAK and I wanted to get your opinion on an opportunity. Call me back at 678-587-9911. Thanks, Kathy, and I look forward to hearing back from you.”

For Assureds, you’ll match them with extreme confidence; be clear and quick. Use strong words, such as need, have to, and call me. Remember, uhms and pauses will make you sound less confident and professional. An Assured will pick up on this immediately. Also, avoid leaving a too-long message. The As are the customers who are the least patient, have the shortest attention span, and that includes voice mail. Leave a message similar to this: “Gary, this is Renee Walkup with SalesPEAK. Call me at 678-587-9911.”

Kind customers prefer pleasantries, a calm, warm, and friendly-sounding voice. Be unhurried. Take your time with these messages; feel free to include as much detail as necessary, and you’ll find that you build rapport just in your voice mail. Avoid sounding too hurried, pushy, or “cheesy.” These customers need to hear sincerity and caring in your tone. Your message may sound like this: “Robin, hi. This is Renee Walkup with SalesPEAK. Hope you are having a good day. Give me a call at 678-587-9911 so we can discuss an idea that may interest you. Thanks, Robin.”

Variation on Voice Mail: Right Customer but Wrong Voice

Typically, someone of the opposite sex has recorded the outgoing voice-mail message. This is often done by an assistant, so you know an additional gatekeeper is involved, that there is a person between you and your customer, not just voice mail.

Strategy

Since there is not enough information conveyed by this voice mail about the actual customer, see if you can get a receptionist or someone else on the phone. Identify yourself and say, “I noticed that Mel isn’t answering his own phone; can you tell me, what is the best way to reach him?” Sometimes the person will give you an alternate number—including a cell phone!

Computer-Generated Mailbox Recording

This is either technically required by a phone system, or it is possible that the person is such a high P that she hates the phone communication. This customer will leave her name only to be substituted into the programmed message. In some cases, the reason for the computer-generated message is that the customer is an A person who doesn’t want to waste time recording a message because she is too busy doing much more important things.

Strategy

Listen to the energy in the voice. Use an even, generic voice and tone—not too energized or too slow—but use strong words to create a sense of urgency without sounding like it’s an emergency.

Company Automated Menu (No Information)

Many companies are going this route to save money on receptionists or PBX operators. Perhaps you simply hear a robotic extension number or a computer-generated voice.

Strategy

Listen for the options to reach a receptionist. Take the time to follow the menu to get to the person’s extension.