Our tone of voice in selling is often more important than we realize. Dr. Albert Mehrabian of UCLA found that our feelings and attitudes are communicated to 38% with our tone of voice.
Top salespeople are very aware of how their voice impacts their customer’s moods. When customers raise their voices, such salespeople respond by lowering their voices and speak on softer tones to express reassurance. When customers speak rapidly, they increase their rate of speech.
The key idea is to match, mirror, or complement the customer’s voice in the most effective way. The goal is to stay in synch, to harmonize and adjust quickly as the situation demands. Don't forget this rule when you are in a stressful situation. Don't throttle back: the voice of quiet confidence always wins more sales.