Cases in the phone call:

Short and monosyllabic answers from your customers

You have asked one question, the answer of the other is short and sweet. So the ball is back with you very quickly. This often tempts you to follow up directly with the next question. Caution!

• The first answer usually doesn't go deep enough. You may learn the obvious, but you don't really dive into the world of the true motives and drivers of your conversation partner. The most important thing remains unsaid!
• Your next question, which you ask out of necessity so that the flow of conversation does not break off, can sound urgent and impersonal.
• Conversations often get the appearance of an interrogation due to this well-intentioned staccato of questions. Your tone then conveys that you are reeling off a routine or even feeling superior. Resistance, objections and evasions are the result. The good climate of discussion is tipping.

Use echo technology

Listen actively: Even with monosyllabic answers, let an honest, interested and curious "mmh!?" be heard and look at your customer in an inviting way. Sometimes this is enough to return the ball and motivate your conversation partner to continue talking.

• Reinforce what you've heard with a shortened echo. Suppose your customer has only answered your question about the previous purchase quantity in monosyllables: "200 kilos." Their echo could then be: "mmh!? … 200 kilos? … mmh!?" If you wait curiously, you will be amazed to hear a longer answer that tells you what is behind the small amount. The key lies in the believable tone of your listening "mmh" – this is where the darker, deeper tone of your voice acts as a confidence-builder.