A study performed at UCLA (University of California Los Angeles), concluded that when it comes to what influences people during a sale, 55% is what the customer sees, 38% is the tonality of the salesperson, and the words used by the salesperson account for only 7% of the sale. Since the caller can’t see your service advisors, they will be far more influenced by your advisors’ tonality than by the words they use. This is why your service advisors need to slow down, smile and speak with genuine interest and compassion. Nothing will be more critical to their ability to convert callers into customers than your tonality.

Article courtesy Elite.