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1. Think about the personal beliefs around creating and maintaining a relationship on the phone. Under what conditions would you think it possible? Impossible? Are you willing to examine these beliefs?
2. List what is comfortable about speaking with friends on the phone. List what is uncomfortable about speaking with strangers. Note any differences in the comfort level between the two. In order to alleviate discomfort, the differences must be minimized. (The skills necessary to achieve this will be addressed in the chapters ahead.)
3. What would you need to re-evaluate in order to take on the premise that it's possible to use the phone for relationship-building?
4. Remember conversations you've had with people where there has been rapport and conversations where there hasn't been. What are the differences between the two?
5. Selling and buying come from relationship, not approach. Think about the differences in your own career between sales which have come out of an established relationship and those based on convincing. Have you been able to maintain long-term relationships with these people?
6. What are the differences in our behavior, voice, language patterns and body language you used during your phone conversations, when you had a "we space" with a customer, and when you just talked to sell something?
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