Loop Face

Loop Face

How to Get "Visual" Clues in Tele-Sales: The Feedback Loop

In case you had not noticed, one of the disadvantages of selling by telephone is the absence of face to face contact.

When we make a presentation over the phone, it is difficult to determine if the client is buying in or tuning out. We cannot see the raised and perplexed eyebrow that tells us there is a concern. We cannot see the look of delight in the client’s eyes when we touch on a hot topic. We are, for all intents and purposes, blind to body language clues. This is very significant because a variety of studies reveal that a WHOPPING 55% of what we communicate face to face is through body language. Talk about a handicap!

But there is something you can do about it. You can create a set of “eyes” using a 2-Step technique called the “Feedback Loop.”

Step #1:  Use a Feedback Question

The first step is to deliberately insert questions that actively seek the client’s input and feedback. Typically, you ask these questions during the presentation or objections phase of your conversation. In other words, when you are presenting your solution (product, service, idea etc.) or you when are responding to the client’s question or concern.

Suppose, for instance, you are describing your service, and after a few sentences, you realize the client has not interjected with a question or comment or even a grunt. This is the time to ask a feedback questions like:

“Does that make sense to you?”

“Is this the type of thing you are looking for?”

“Do you follow my logic so far?”

“Am I on the right track?”

“Is this adding up?”

“Am I touching the right bases?”

Similarly, after you answer a question or an objection, you should conclude with a question that verifies if your response effectively handled their concern. For instance,

“Does that answer your question?”

As you can see, the questions are direct and to the point. Don’t worry about the precise wording. Simply understand that you are seeking a verbal feedback from the client to assess his or her thinking. That’s where the second step kicks in.

Step #2:  Listen Closely

The second step is to listen closely. After you have asked your feedback question, do not utter another word. Shut up and tune in.  At this point you must analyze the client’s response from two angles. First, listen to the words. (Duh!) The client might give you a simple yes or no or the response might be more detailed. Needless to say, you must analyze the words.

The second and more important angle is to listen to the tone of the response. Approximately 84% of what we communicate via the telephone is through the tone of our voice. Let me emphasize that one more time: 84% of what we communicate on the telephone is through voice tonality! Clearly, the message lies in the delivery.  If the client says “yes” but the tone indicates uncertainty and hesitancy then stop everything!  Sure, the words say yes but the tone says “no, I don’t understand or agree.”

Do not proceed further into your presentation until you have cleared the issue. Here’s what you might say:

“Denise, I hear a note of hesitancy in your words. Is there a concern?”

This is another feedback question designed to create more ‘visual’ clues.  Not only does it tell the client that you listened and you heard a note of concern but it gets the client to open up and expand on the issue.

Why? Because you have demonstrated that you are a keen and perceptive listener. Either consciously or subconsciously their tone was presenting you with a telephone version of “body language.” The tone creates images of a frown or of crossed arms.

On the other hand, suppose the client responses with: “Yes, I follow you!”

You note a positive, up beat lilt in the tone. Hey, guess what? You’ve got yourself a buying signal. It’s a green light. It says “go”, you are on the right track.

Summary

The feedback loop is a super technique to tune into the visual clues that you lack while selling on the telephone. Learn to intersperse these questions into your dialog. Tune into the feedback and watch what happens to your sales.

About the Author

Jim Domanski is president of Teleconcepts Consulting and for the past 17 years has worked with B to B businesses and individuals who struggle to use the phone more effectively to sell and market their products. The author of 4 books on tele-sales he has been featured in such publications as Selling Power, Sales and Marketing Management Magazine and The Financial Post. Visit his web www.teleconceptsconsulting.com or e-mail jim@teleconceptsconsulting.com

In The Loop $5.99 In The Loop

Impact 7370 Face Mask with Elastic Ear Loop .. $9 Manufacturer: United. Box of 50. Face Mask with Elastic Ear Loop. Pleated, three-layer mask of spun bonded polypropylene. Ultrasound fastened at two side edges. 97% bacterial filtration efficiency. Anti-fog sweat band. One size fits all. Customers also se

Ear Loop Medical Surgical Dust Face Mask 50pcs Blue $12.49 Product features:Ear Loop Medical Surgical Dust Face Mask 50pcs BlueMedical Face Mask is made of good quality materialNon-bacterial techonogy, safe and comfortable to wearEar Loop Face Mask is fluid resistant, pleated, for extra comfortBlue Dust Face Mask: one size fits allIt has "nose wire" on the upper side of each face maskElastic ear loopSize: 16.8 x 9.1cmWeight: 150gPacakge:50 pcs Face Mask

AlphaGuard Ear Loop Face Masks, Blue, 500/cs $76.81 Features of the AlphaGuard Ear Loop Face Masks: For superior comfort and protection, the hypoallergenic, high breathability, fluid resistant AlphaGuard Mask exhibits an excellent water vapor transmission rate and particle filtration to 0.1 micron. The mask is designed for use in cleanroom environments up to Class 100 (ISO Class 5). Soft, latex-free, non-irritating knit ear loops are ultrasonically welded to the mask.

100 pcs Ear Loop Surgical Medical Dental Dust Face Mask $28.49 Features:100 pcs Ear Loop Surgical Medical Dental Dust Face Mask - Premium QualityDust Face Mask with white color, non-woven material madeNon-bacterial techonogy, safe and comfortable to wearDental Face Mask is fluid resistant, pleated, for extra comfortSurgical Face Mask protects you from germs and viruses, great for outdoor and indoorOne size fits allSize: 17.7 x 9.5cmWeight: 500gPackage:100 pcs x Medical Face Mask

In the Loop $19.99 In the Loop - Poster

Loop $149.99 Tom Reeves Loop - Limited Edition

Non-Woven Medical Surgical Dust Face Mask w. Ear Loop 50 pcs $13.99 Product features:Non-Woven Medical Surgical Dust Face Mask w. Ear LoopMedical Face Mask is made of good quality material and non-wovenNon-bacterial techonology, safe and comfortable to wearSurgical Face Mask is fluid resistant, pleated, for extra comfortThis Ear Loop Surgical Mask with ear loop design, suitable for doctor, medical, surgical using.Non-Woven Face Mask: one size fits allIt has "nose wire" on the upper side of each face maskElastic ear loopColor: picture showSize: 17.5 x 10cmWeight: 166gPacakge:50 pcs Face Mask

7370 - Face Mask, Elastic Ear Loop, 50 Face Masks/Box $9.92 [IMP7370] UPC: 729661147823 UNSPC: 46182001 0.67 LB

Medline Prohibit Face Masks With Shield, With Ear Loop, Blue, 100/Cs $76.49 Face Masks With Eyeshield are a Must for Eyeglass Wearers These face masks have a foam strip on back to prevent condensation from escaping and fogging up eyeglasses. Wraparound eye shield provides maximum eye and facial protection. Black strip helps prevent glare. Latex-free masks have a breathable, fluid-resistant polypropylene facing , and full-width covered nosepiece.

Cutely Ear-loop Children Cartoon Reusable Face Mouth Mask $4.49 Description:Lovely cartoon and fruit pattern printed on this Ear-loop Children Mouth MaskReusable after water washing.Washing: mask should be washed everyday for health.Safety Dual Head Strap Mouth Mask Great for Children.Cartoon Children Mouth Mask is made of good quality cotton polyester materials and ultra comfortable.Suitable for wearing in murrain and cold seasons.Cutely Children Mouth Mask with dual head elastic strap for optimum fitEasy to Talk ThroughColor: as picture showFlat Size: 11 x 8.2cm(L*W)Weight: 13.5gPackage:1 x Reusable Children Mouth Mask

Chicago Loop, Illinois Wall Map $199.5 The 2006 Chicago, Illinois and Vicinity Wall Map by UniversalMap contains an abundance of useful information including All state and federal highways Major waterways and features City limits and annexations Government Buildings and Shopping centers Fire and Police Stations Indexing on face of map Major airports, cemeteries and hospitals Educational institutions Various points of interest Railroads State and recreational parks and wildlife areas Color coded counties Counties and county seats indexed on face of map ZIP Codes and Boundaries Separate Street Index Area of Coverage This map includes All of Chicago Loop with the following boundaries North to the Chicago River South to include Congress Parkway East to Columbus Drive West to Canal Street

Super Loop De Loop - $9.99 Super Loop De Loop -

Schutt Hockey Style Catcher's Helmet with Hook and Loop Pads and Face Mask $84.38 =Better looks, better performance and better protection. That’s quite a resume for our hockey style catcher’s mask. Take a closer look and you’ll see for yourself: there’s no better choice for a catcher today.No catcher's helmet looks better or performs betterComfortable interior padding is treated with anti-microbial agent to battle mold, mildew, fungus and bacteria, while helping to eliminate odorsDurable nylon straps on the adjustable harnessBlack face guardVentilation holes are built into the shell, maximizing air flow and helping you keep coolInterior padding that is removable; great for reconditioning!Fits hat size: 6 5/8 - 7 1/2, head size: 20 3/4 - 23 1/2Air FlowVentilation holes along the side of the helmet, as well as the crown, maximizes air circulation throughout the helmet and help to keep you from overheating.Field of VisionIt may seem like a no-brainer but many catcher’s helmets do not give you an adequate view of the field. Schutt's R&D team designed our hockey-style helmet so you can see more of the field and see it faster!Deluxe HarnessYou already know you have a unique head shape. Your friends tell you that all the time, right? Plus, you’re a catcher! The deluxe harness is adjustable in multiple locations to give you the perfect fit and our secure fastening system keeps it perfect!Anti-Microbial TreatmentAll of the Schutt® hockey style catcher’s helmets feature an anti-microbial treatment that fights against mold, mildew, fungus and bacteria, while helping to eliminate odors.WARNING: This face guard/helmet system cannot protect the wearer from all injuries that might occur while participating in baseball or softball. This product was specifically designed and fabricated to be mounted on a baseball/softball helmet and to be used as facial protection in the sport of baseball/softball. The product is not designed for use with any other helmet or for any other purpose. Schutt® Sports disclaims any and all expressed or implied warranties, including the warranty of fitness for a particular purpose, other than as set forth herein.

Impact Face Mask, Elastic Ear Loop, 50 Face Masks Per Box $8.99 Pleated, three-layer mask of spun bonded polypropylene. Ultrasound fastened at two side edges. 97% bacterial filtration efficiency. Anti-fog sweat band. One size fits all. 50 face masks per box. Material(s): Polypropylene; Rating: N/A; Size Group: One Size; Resistance: Bacteria.

Weiler Brush Weiler Brush Handle Loop Wire Brush 30918 $1.59 Handle loop wire brush Overall length is 5-1/2? 1/4? face width x 1-1/2? wire length Brand #: Weiler Brush 30918 UPC: 012382309183 Keywords: brush wire loop handle

The Loop $11.81 Helen Ross, a twenty-nine-year-old biologist, is sent to a sleepy Rocky Mountain ranching town to defend a pack of wolves from those who want to destroy them. For in Hope, Montana, a century ago, the wolf was slaughtered to extinction and though now protected by law as an endangered species, the old hatred runs deep. Alone in this hostile place, bruised by a broken love affair, Helen struggles for self-esteem and survival, embarking on a dangerous alliance with the son of her most ferocious opponent, the brutal and charismatic Buck Calder. Form its heart-stopping first chapter to its devastating climax, The Loop, set in the same vast landscape as The Horse Whisperer, is an epic tale of passion and redemptive love.

Face $10 Face

Face It $10 Face It

This Face $12.49 This Face

Fleece Face Mask with Neck Shield $13.99 Zan Headgear Fleece Face Mask with Neck Shield Double hook and loop closure Fleece neck shield