Speaking patterns affect sales
Eastern accents, like those spoken by New Yorkers, are usually very fast. The drawing in the south, as the people in the south speak, is at a much slower rate of speech. And, when you talk to the Midwestern, the speech pattern is completely different. How do different accent, speech patterns, and speech rates influence sales and telemarketing efforts?
There is some evidence that speech rates and accents affect sales. For years, consultants have tried to explore how sales and speech rates affect both sales and sales of TV queries. Nothing specific, but the top sales authorities agree that accents and speech rates have an impact on sales performance.
Many companies like to hire people with radio voices because they expect that voice quality will affect their sales performance. Many companies take the speech test when hiring people who will interact with others. Voice "theater" seems to reduce resistance.
The importance of the speech rate
Why is speech rate important? Let us examine the reasons. Sales calls and telemarketing calls are almost always interrupted. People are having dinner, or watching TV movies. The result probably does not predict TSR's call. While our brain understands 600 words a minute, the solution takes the brain five to ten seconds to adjust to the new speech rate. The brain needs a few seconds to put together the speech rate, accent, and message to make communication happen.
A Midwesterner, speaking at 170 per month (WPM), will have trouble communicating (initially) with a New Yorker, who speaks 240 words per WPM. What does this mean? It means that they will or will not lose the name of the agent, the company, and most likely the main purpose of the call.
Why do you think many large telemarketing offices go to Omaha Nebraska to set up call centers? The reason:
- There is little accent in Central America
- their speech rates are moderate compared to those in Southern and New York
Ideal Word Rate – 180 Word Test
The Pennsylvania Bell Company measured the speech rate by placing a 180 word test to measure it. This test can help your agent speak at the best speaker rate. It works depending on your agents as they read this test: it is too slow for one minute; it's less than a minute faster. Here's a 180 Word Statement from the Pennsylvania Bell Company:
Most experts agree that the ideal speaking rate is between one hundred and eighty to two hundred words. At this rate, the people you are listening to will be able to hear and understand what you are saying. In the United States, there are different patterns of speech in geographical areas. In the northeast of the country, people speak faster than others while people in the southern states speak slower than the ideal rate. However, people in the midwestern states will tend to speak at a rate of one hundred and eighty words. To test yourself, consider the start and end times. Use the second hand of a watch to do this. If you read that statement in less than a minute, you are speaking quickly, and you need to slow down. But if you read that statement for more than a minute, you are speaking very slowly and you should try to speak faster on the phone.
How to improve the performance of your agents
Take one of your scripts and identify the first 180 words. Ask your agent and read in a minute. If you mark the second ten intervals, it will help you identify the patterns and habits of your players, both good and bad. Once identified, you can begin the process of correcting bad habits and emphasizing good ones. Another helpful suggestion is to take this test by phone or other stakeholders.