Yes, I realise it sounds cheesy. But you CAN hear when someone is smiling on the phone. In fact, you can hear what type of smile it is, too, apparently.

I'm sure you notice if someone sounded bored, unhappy or impatient. You can somehow hear it, even if they are using standard words and phrases. And you also notice, albeit subconsciously perhaps, when someone sounds happy, enthusiastic and.. well.. smiley. Smiling changes the tone of your voice.

Why is that?

When you’re speaking on the phone, you rely on aural cues, not just the words that you’re hearing but the tone, pitch and pace of the person’s voice on the other end. 84% of our message over the phone is based on our tone of voice, so it’s more important than ever.

The University of Portsmouth did some research on this1, but you know it’s true – you can hear when someone is smiley or not, can’t you? So why aren’t you smiling when you’re going through those calls?

Apart from anything else, treat the potential clients that you call as if they’re in the room with you. You would not be distracted and glance over their shoulder, you wouldn’t fiddle with your phone while you were listening and you wouldn’t stand there stony-faced, so why do it on the phone? At least I hope you wouldn’t do any of those things and still expect them to do business with you.

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