HOW WILL YOU KNOW A STYLE OVER THE PHONE? PT 1
Cold calling is necessary evil in many types of business, especially sales. What if you knew how to quickly, and accurately assess the person on the other end of the line in order to nurture the conversation and get good results every time? In this week’s lesson we’re going to start a two-part series showing you how to assess, address, and navigate phone calls with each style. Today’s styles are the Eagle and the Parrot, get ready!
Dominance – High "D" Style – Director – Eagle
When speaking on the phone to a Dominant Style, treat her the same way as in a person-to-person contact. Think of the ABC's: Keep it abridged, brief, and concise. Then we prepare our delivery with the bottom line in mind: "The trend in your industry is toward computer-generated graphics. The research we've conducted with other typesetters in your area indicates increased profits of 20 to 30% over two years. I'd like to meet with you for 10 minutes to show you the numbers and see if this concept interests you."
THEY WASTE NO TIME
It's not unusual for a Dominant Style to call someone and, without saying hello, launch right into the conversation. "You've got to be kidding; the shipment from Hong Kong will kill us . . . by the way, this is Jack." When other people can't keep up with their speed, they may view them as incompetent.
On the telephone, determine whether the person sends power signals. Dominant Styles want to pick the time and place to meet. They often speak in a sort of shorthand - concisely and pointedly - and sound cool, confident, and demanding. When Dominant Style Dennis phones, he actually says: "Janice? Dennis. Tony there?" Talking to him is like speaking to a human telegram. He reduces the concept of brief and to the point to another dimension. As commanding speakers who tend not to listen to others, they naturally want to direct the conversation toward their goals. Under stress, they can become defensive and aggressive, attacking others personally to show who's in control. They dislike using touchy-feely, emotional terms and prefer sensible thinking terminology. "I think we'll implement this plan tomorrow," or, "I think this DISCussion is over."
Influence – High "I" Style – Socializer – Parrot
"What's up?" or "What's happening?" are usual Interactive Style opening lines. They are sometimes so animated that their gestures can be transmitted via the phone lines. How? By their varied, emotional vocal inflections/intonations and their colorful choice of words that may tend toward exaggeration. "Really? That's fantastic!" or, "You have to be kidding me!" The telephone can be a favorite toy that enables them to both prolong conversations and recharge themselves, especially when no one else is physically around. "I just called because I'm bored." You may also detect background noise when you speak to individuals of this type. They sometimes put on the TV or radio just for the sound, visual stimulation, and activity. On the phone, Interactive Styles speak rapidly and emotively. "I feel that if we go through with this plan, the community will resent us as anti-environmentalists," or, "I feel that I've contributed enough to this organization over the years to allow me to talk about this." Other styles may more naturally use thinking words, instead.
SAY IT WITH FEELING
Typically, you'll notice a wide range of vocal inflection and intonation and a tendency to want to know your reaction. "Do you feel that way, too?" They liven up conversations with personal anecdotes and may keep you on the phone longer than you had anticipated. If you need to extricate yourself from an extended monologue, try something like, "Well, Don, it's been great talking with you. I'm really looking forward to our appointment on Monday!" If you say it with feeling, the Interactive Style may already eagerly anticipate your meeting.
