The Art of Persuasion

At Robert C. Davis and Associates, we can coach not only your call center agents, but the managers who motivate them, using the art of persuasion and an exclusive process called The Quality Conversation.

Motivation starts with persuasion. To be an effective motivator and contact center agent, it’s important to be convincing and passionate about what you believe in. This is why at RCDA we emphasize persuasion for both call center agents and their managers. We do this with our exclusive process called the Quality Conversation. With this tool, you and your team can learn the art of persuasion. Here are a few tips for mastering this technique.

1. Make a Connection

puzzle-pieceOne of the most important aspects of persuasion is perception. In other words, you need to know how the other person perceives you – are viewed in a positive, like being friendly and curious, or are you seen in a more negative light as overbearing or disinterested? If you are seen as a negative person, it will be harder to make a connection. One way to come across as knowledgeable, curious and likeable is to have confidence in what you say. Being friendly and respectful can go a long way to increase your likeability over the phone and among your employees. It’s important to remember that sales agents are just like prospective customers – they tend to listen more closely to those agents who are more likeable. However, it takes more than just a friendly demeanor to really persuade. You need to go deeper and make a human connection. A good way to do this is to find some common ground, show empathy and develop trust.

2. Have a Purpose

When you need to get a message across, it’s always a good idea to have an objective. For example, if you need your sales agents to increase sales by 5 percent at the end of the month, keep that objective in the forefront of your mind when you’re motivating them. Having a purpose will go a long way to structure and support your messages to agents or sales prospects.

3. Listen

persuasionBeing persuasive is more than just pushing your message. This is really only half the battle. The other half is to be a good listener. As a persuasive person, you should be listening for three key moments:

  1. How receptive the person is
  2. Any objections they have to your message
  3. Moments when they agree with you

When you begin to listen intently, you will pick up critical details that you can use later in the conversation. Whether you are a manager talking to an agent, or a contact center agent speaking with a customer, listening to what the other person can give greater influence to your motivational speech or sales pitch. You just have to know what to listen for.

4. Know When to Give in and When to Get out

As a persuasive person, you’ll need to be open to giving concessions. Being able to give your employee or customer (depending on your role in an organization) a little bit of what they want is okay, especially if it will boost their regard for you, so that you can count on them to deliver that extra sale or renewed contract. Making small concessions to your agents can help them feel important and respected in your organization. In another example, if an agent gives a disgruntled customer a listening and empathetic ear, the chances of resolving the complaint are much higher. The key to any persuasive argument, whether you’re trying to motivate your employees or entice a customer to renew, is having a Quality Conversation.

To get started today with our exclusive training in the art of a persuasion and having a Quality Conversation, send us an email or give us a call.