Tone of voice
I'm wondering why in Module 1 we were told to change our tone on inbound calls but in Module 2 we were told to use an even tone for outbound calls; each call is just as important so why the difference?
Deborah, Each of the calls are important, that's correct. What do you see as the benefit of paying attention to your tone on each of the two types of calls?
Dr. Jean Norris
You should always make sure you have an upbeat, happy tone. I was wondering why the difference in tones depending on incoming/outgoing calls??
Deborah, Great question. Consider the tone of the person you are calling, and how they might respond to your tone. For example, the student you are calling is having a bad day, and you have a really excited, enthusiastic tone-it doesn't match their tone and could be off-putting. Make sense?
Dr. Jean Norris
Background info on the individual being called is very important. This where probing is very important.
Always make sure you have a happy upbeat excited
tone in your voice and also Listen to your students
response to each question.
Madelyne, Maintaining a positive attitude is always a good idea. I'm curious, what if the person on the other line does not have as an excited tone as you? Do you still answer in an excited happy tone?
Dr. Jean Norris
I agree. The more happy and upbeat you are the better chance you have at engaging the prospective student. I think they get more excited to come in and meet you after teh connect with you on the phone.
I think it's a great idea to match your tone to that of your audience so that you can retain common ground.
Absolutely! Thanks for your post, Sarah!
Dr. Jean Norris
tone of voice is so very important as it's is part of the first impression that you will make to the student. if you are warm and friendly they will be more comfortable and bond with you the rep, more.
Jo Ann,
Absolutely! Tone is a major part of making a first impression, particularly over the phone. Thank you for posting!
Dr. Jean Norris
I totally agree. The tone in ones voice will set the stage for the entire conversation. Responding to someone, as explained, who is having a bad day with a super cheerful voice can be a real turnoff.
It's imperative that a representative's tone reflect excitement. As mentioned, one only has 2 to 3 minutes to gain the interest of a prospect. Tone and energy can be a deal breaker in getting a prospect to show for a scheduled appointment.
