How to Control a Sales Call With Tonality (Full Breakdown)

Tonality is your ability to convey how a person should feel, and so they can understand the intent of your question very clearly. The problem is, a lot of people don't understand the emotional journey that someone has to go through on a sales call in order to effectively convey the correct intent. In today's video, I'm going to break down exactly what people should be feeling and when. When you're in a sales call and how. Teach you how to convey the exact intent, not only with, like, vocal cues, but with certain types of questions, what to say, what not to say, so that you can actually have the person feel and understand exactly what they're supposed to at the right time, hence making sales easier and more predictable for you. I even have a little graph that I made. So let's get into the video. Okay. On the. On the vertical axis, we have emotions raising from hope all the way at the top to despair all the way at the bottom. Okay. I figured those were, like, the opposite thing. Okay. And then we've got the intro being the beginning, and then we've got, like, the pitch being kind of the end of the emotional journey. We can talk about. Objection. Handling. However, I feel like this is a good line. Then what we have is we have this cross section here. So this is going to, like, this delineates half of the coal. Okay. And then we have half of the emotional line. Now, what we have to realize first and foremost is that, like, we're taking these people through this little squiggly line, right. Is we have the emotional curve. Now, these lines here, what they do is they, like, they dissect it a bit. And it's because anyone kind of below this line. Right. Anyone below this line here is not going to buy. No. Buy. Okay. And people up here buy. Okay. The reason for that is that the most powerful motivator when it comes to sales is hope. All right, I've talked about this before, but hope is one of those things where it's like a. It is the ultimate motivator for doing very, very difficult things. And so if you don't believe or have the hope that it can be done, then it's going to be very difficult to convince someone to do anything. And so Taylor Welch talks about this thing called the buyer's pocket. Okay. Which I'll do a little explanation for over here. Actually, I can do it with this. Right. So essentially, the buyer's pocket, it's like they have. They're in between here. So it's like they have enough hope or belief that they can do it themselves, that they can do it, but they know that they need you, okay? And now if they're like, if they don't have any hope of being able to do it, then they're never gonna do it because they don't think they can do it with or without you. Then what they have is people who are up here, like, I can do it by myself. So you need people to be in a specific zone, and they're in that little buying pocket to know that they can do it, but they need your help, okay? But they have to be able to know they can do it. They have to have the hope they can do it, okay? And then you got intro and pitch, so differing emotion, okay? And I'm going to. I'm going to talk you through them. So at the beginning, I think one thing that people do wrong is that they are trying to be too leaned out. In the beginning of a sales call, when someone comes in, right? If you're like, super leaned out, like, hey, bro, what's going on? Like, don't give a fuck, right? Then what people say in the coaching space is that, like, you're going to lower your status. I think that's total bullshit. I think the whole status thing is rubbish. The reason why I think that is because, like, I feel pretty confident no matter what room I walk in that, like, I'm a cool guy, easy to talk to. And I feel like your status comes from, you know, your status from inherently kind of how you present yourself and how cogent you are talking and how good you are connecting with people. It doesn't really come from anything else. And I think that you can't really fake that. But also what we want to do is we want to make people feel comfortable and inviting. If you want people to tell you stuff, they sort of have to like you. You have to be inviting. Okay? So that's why we start here, and we want to bring them up immediately. We want an upward trajectory, right? And we want to bring them on a positive emotional scale. So it's like, hey, how are you? Looks like you booked in a call about getting some help. How can I help? Right? So my vibe. I'm constricting my voice. I sound a little bit like there's a genuine curiosity. Okay? So that's the underlying tonality that you want to use, okay? In this area here, okay? It's just straight curiosity, okay? Now, the reason why that's important is because curiosity is not skeptic, is not challenging. Curiosity comes from, generally speaking, a constriction of the throat, right? And an upward. So you're like, hey, how are you? Hey. Hey, what's going on? So if I go, hey, how are you? Hey, how are you? Hey, how are you? Okay, we're gonna use the last one here, okay. Because it's much more inviting and genuine. And so what it's gonna do is it's gonna allow someone to more naturally want to come in. And you can't stop that for all. Using the comments like this wouldn't work on me. It for sure would. Cause you're a human being living in Western society. And so when someone's like, hey, how are you? You're gonna react to it very differently than hey, how are you? Okay, Very different things, same words. Okay, so in the beginning of a call, be inviting, genuine curiosity. This is your intro and kind of situation phase. Hey, what are you doing? Why are you here? What do you want? What are you doing about it? Very, very basic. Then we start to bring them down into their problems, like the problems associated with what they're doing or not doing that's stopping them from getting there to their outcome. So automatically we are talking about more negative things. Okay? We are bringing them down into despair, and we are moving forward in time. Okay? And we are going the problem phase. Okay, the problem phase. You're going to start to be more concerned. Okay. And concerned or skeptical still, with a bit of genuine curiosity. You don't want to be like, oh, is that. Is that having an impact on you? Okay, see, like the breathiness and the slowness, it puts an overly outweighed, impactful emotional connotation on that. And you can do that here, but you can't do it here. Okay, again, if you slow down, go breathy and you go like, you try and make it a really emotional, emotionally charged question, and you do that here, you'll get reactions most of the time like, why are you asking that? Or like, do you really need to know that? Okay, if you ask it here, okay, we'll go over that. You're going to be fine. Because why? You've had more time. You've had more time. If I get stuck in elevator with you and go, hey, man, how long do you last in bed? People are going to be like, well, it's a bit weird, but maybe after 45 minutes, I figure that out. What do you think? Okay, so time is your friend when it comes to vulnerability. All right, so curiosity, nice high pitch, concerned, like, oh, okay, tell me, tell me more about that. Okay, so again, you're not Up. There's not this upness to it. There's not this, like, tightness in the vocal cords. You might be going a little bit slower. Okay. You can pause on things to hit certain things. Like, why. Why is that? Okay. Or like, what do you mean by that? Okay. Okay. So you can do things like that. It's a little bit, like. It's a. You're just a little bit concerned. Just a little bit concerned. Not crazy amounts. But, you know, we can all do that. So if we go back to our original of, hey, how are you? Okay, Nice and curious. Hey, how are you? Concerned? Is like, hey, how. How are you? Okay. There's a little bit of hesitation. A little bit slower, a little bit lower. Okay. That's how we do that. Okay. So once. But then we're going to establish their problems. So we're using our tonality to convey the intent of our question emotionally. Okay. Which is important as your wife has yelled at you many times. It's not what you said, it's how you said it. Okay. The words can be the intent, and the tonality will change that. The internality will change the intent. So we want to be aware of what we're doing now as we start to travel back up. Okay. Okay. This is when we're going through solution phase. Okay. This wants to be really interested and curious. Okay. So when you're asking about someone's goals and what they want, you have to be really interested. The ways that you can do that is one, just genuinely be interested. And it's an interesting thing anyway. But with body language cues, go. Oh, really? Okay. Right. So if I lean in, that's going to convey that I'm interested. Oh, yeah, right. I'm clearly listening to them and giving them little verbal cues that I'm doing that. Oh, yeah. Oh, really? Right. I'm asking questions like, oh, you want to go? You want to take your wife away on holiday? Oh, where do you want to go? Oh, why there? Oh, that makes sense. Okay, so you're asking questions to get deeper. You're probing, you're clarifying. All right? That's how you. That's how you make someone feel comfortable to tell you all the things. Okay. If. If you use, like, this tonality here, they're not going to go deep with you, because when someone is telling you something that they want, they are reaching out their hand for a handshake, and they're. And they're allowing you in, so they're being vulnerable with you. Right. If I tell you how much money I want to make or how much weight I want to lose. I'm being vulnerable with you, okay? So if you don't accept that and show genuine interest, you'll never get it again. That's just how human beings work. You cannot disinterested. One of the most common ways that I see that is that people go, oh, okay, well, you know, anyway. And so instead of taking them around this journey, you're trying to redirect them onto what you want to talk about, and they're going to hate you for that. Like, you hate when people do that to you. And so we have to show genuine interest, right? And curiosity here. It's really important that you do that because that's what's going to allow the person to want to tell you more. Now, so this is the solution phase, okay? Then this sudden dip here, okay? This is your consequence. This is your cost of inaction. Okay? Now there's a little thing here which I would actually, if I was to zoom in on that, it would go like, arc up and then go, boop, boop. Okay? So this little spot here, like that, which would be in here, is really important. So I call that like the James Bond landing. You know, like when it jumps off a building and it goes awning. And then he's good to go, but he should have died. So if you do a really good job of future pacing, okay, and then they're like, super excited about it, and then you just smash them down, what you will usually get is, I will never let that happen. So now you have to argue. So what I do here is I confirm the positive and then there's gonna be a gap. Because the gap is like, they're currently here, let's say, and they want to get here. So, like, I know this is becoming really clear, but this is like the gap that they're trying to bridge. Okay, so now makes no sense, but you guys are following along, just. I hope you didn't skip ahead. Okay, so they're trying to do walk across here, and this is the outcome. So we should have built the gap. The question that I ask here is, okay, with your current strategy, systems, whatever, how close are you to being able to achieve that? And the answer should be, I'm not close, because there's a. There's a gap. There's a clear gap, okay? And then you can go, why do you feel that way? They'll give you an example, and then you can go, okay, so what happens if nothing changes? You keep doing all that and you don't actually Figure out how to bridge that gap. Get to X so you can Y so that. That's the awning. Go. Okay. What that does is it stops that. There's no way after that they can say, I'd never let that happen, because they are letting it happen. That's a really easy way to prevent that from happening, which can be quite a difficult thing to overcome. Then from there, when we, like, go, okay, is it time to make a change? Yes. Then what we're doing is we're rising back up to hope. And. And it should be like, we should be on the way up right. By the time you finish the pitch, they're like. They're like, off the charts because the pitch should. Is really just a summary of how you're gonna solve the problem. And they should be relieved I'm in the right place. And then from there, it's about sorting out logistics. So, like, that's the emotional journey of a sales call. We start out, they come, and they're gonna be a little bit guarded and defensive. We wanna be really curious and inviting. Bring them up, have an understanding of what they're looking for. Like a baseline level. Like, I'm gonna use fitness. I wanna lose 20 lb. O through the problems. Now we're looking for the emotional and tangible, like the really nitty gritty. Why 20? What does £20 mean to you? What's that going to do for you? And then we're going to be like, with what you have in place now, how close are you to being able to give do that? I'm not close. Why not? Okay, cool. What happens if you don't change? You keep going, you gain weight, things get worse, yada, yada, yada. Okay, well, I think that we can help you. Pitch sale. All right, now, you know sales. Bye.