Speech patterns affect sales
Eastern accents, as well as those spoken by the New Yorkers, are usually a very quick speech. South wolf, as well as those who speak people from the south, is much slower. When talking to Midwesterner, the voice pattern is completely different. How do these different accents, speech patterns, and speech speed affect sales and telemarketing efforts?
There is plenty of evidence that the speed of speech and accent affects sales. For years, the consultant has tried to analyze how accent and speed of speech influence both face-to-face sales and sales of tele-consulting. There is nothing definite, but the leading sales entities agree that accent and speech rates affect the performance of sales.
Many companies like to hire people with a radio voice, hoping that voice quality will affect sales performance. Many companies are doing speech tests when they engage individuals who will have constant interaction with other people. It seems that "theatrical" voice reduces resistance.
The importance of speech speed
Why is the speed of speech important? Let's explore the reasons. Sales calls and phone calls are almost always interrupted. People eat dinner or watch movies on TV. Looks surely do not expect a TSR call. While our brain, when focused, can understand 600 words per minute, the brain's perspective lasts five to ten seconds to adapt to the new speed of the agent's speech. It only takes a few seconds for the brains to put the speed of speech, accent, and message so that communication can occur.
Midwesterner, who speaks at 170 words per minute (WPM), will have communication problems (initially) with New Yorker, which speaks 240 words per WPM. What it means? This means that you will miss or fail to understand the name of the agent, the company, and perhaps the primary purpose of the call.
Why do you think that many large telemarketing services go to Omaha Nebraska to establish their call centers? Reason:
- in the middle part of America there is little or no accent
- their speech is moderate in relation to the South and New Yorkers
Ideal Speech Rate – 180 Word Test
Pennsylvania Bell measured the speech speed by putting a 180-word test to measure it. This test can help your agents speak at the best speed. It works by determining the time of your agents while reading this test: more than one minute is too slow; Less than one minute is too fast. Here's 180 Word Statements by Pennsylvania Bell Company:
Most experts agree that the ideal rate of speech is between one hundred and eighty to two hundred words a minute. In this way, the people who listen to you will be able to hear and understand what you are saying. In the United States, there are different patterns of speech that are the product of geographical areas. In the northeastern part of the country, people tend to speak faster than others, while people from the southern states speak slower than the ideal rate. However, people in the Central Western countries will talk about a rate of eighty words. To test, record the start and end times. Use the other hand of the clock to do it. If you read this statement in less than one minute, talk too fast and you should try to slow down. But if you read this statement in more than a minute, you talk too slowly and you should try to talk faster when talking on the phone.
How to improve the performance of your agents
Get one of your scripts and identify the first 180 words. Let your agents try to read them within one minute. If you mark ten seconds, this will help you identify patterns of speech and habits, both good and bad, in your agents. Once identified, you can begin the process of correcting bad habits and highlighting good ones. Another useful suggestion is to make this test over the phone or in front of other agents.