Pitch Is your voice too shrill or strained? Or do you speak in a monotone, slow dreary tone? In normal speech, pitch varies. These variations are known as inflection. The more inflection you use, the more interesting your tone of voice is. Keep in mind that when you are under emotional stress, the pitch of your voice will tend to rise and become shrill or strained. Watch it! The pitch of your voice is an index of confidence and poise.
Volume Check the volume or loudness of your voice. Some people think if they lower and slow their voice down it sounds better. In reality it just sounds dreary. On the other hand, speak too loudly and you’ll either deafen the caller or end up squeaking. And if you’re tired your voice will fade and you can’t be heard. You need to practice it but the level and tone you use on the phone is likely to be different to your normal everyday voice.
Speed Speak too slowly and you’ll likely lose the attention of the listener because they’ll get bored. Speak too quickly and they won’t follow you. Either way your message won’t get through so again, practice.
Quality The quality of your voice is its most distinctive and individual characteristic. This is where the essence of warmth, understanding and ‘likeability’ come into play. Smiling as you speak enhances your vocal quality. Being cross, upset or in a hurry negatively affects your vocal quality and is a serious no-no!
Pronunciation You don’t have to speak like the Queen but you must be clear. Poor pronunciation is
F&wb Spring 2013 75
highly damaging, particularly in a service industry like floristry. You must enunciate or pronounce your words very clearly or your listeners will misunderstand you. Faulty articulation and incorrect word pronunciation will give your listener the impression that you are sloppy, careless and lack knowledge.
Misery levels If you take nothing away from this article but the rule that you should smile on every call, then that’s OK. Because the bottom line is this is the most important tip of all simply because it is extremely difficult to sound sad, bored or otherwise when you are smiling. A smile ensures that you will be perceived as a person with energy and enthusiasm and someone that is genuinely interested in and engaged with the caller.
Want more hints and tips?
Log on to
theflorist.co.uk and click on Business Matters in the Business Briefing section
Taking the order Do’s and don’ts on how to make the most of the customer who calls and sell up without sounding desperate or aggressive.
Words that sell There are some words that have huge power and others that are a complete no-no. We tell you which words are the most powerful and how descriptive text can up the order value.
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