3 ways to speak to build a relationship of trust practiced by telephone professionals

B2B marketing

How to talk to build a relationship of trust – 3 tips

How many of you are confident in your own speaking? How many people are confident in their own speaking?

According to a poll conducted by the Agency for Cultural Affairs, as many as 55% of respondents answered, “If anything, I feel that I often have problems with my speaking style.
Call representatives are not the only ones who are concerned about the way they speak, which builds rapport with others.
So, what do call representatives practice?

Part 1: Breathing synchronization

When we speak of “synchronized breathing,” we are not referring to breathing in and out for survival.
It is “breathing” in the sense of “breathing together with the other person.
It is the act of matching the feeling and tone of two people when they are doing something together. It is also called aligning one’s feet or breathing together.

What we offer is telemarketing for B2B. Therefore, when you make a call, the person on the other end of the line is in business hours.
Therefore, when prospects receive a call, the person on the other end of the line may be in a good mood because their work is going well, or they may be frustrated because they are busy.
The “degree of composure” of the other party will vary depending on the situation at the time.

The varying degree of leeway means that even if you ask the same question or have the same conversation, the other person’s response will vary.
As a call handler, they ask basically the same questions to all callers, but depending on the level of comfort level of the caller, it may lead to a complaint.

How can we avoid these situations?

There are many ways, but one of them is to “read your breathing.
In my experience, when there is not enough room to breathe, the frequency of breathing seems to increase.
Therefore, the first step is to read the other person’s breathing on the other end of the line and synchronize your breathing with theirs. By doing so, you are working on the other person’s unconscious layer to say, “I am on your side!
By doing this, you will increase the likelihood that the other person will like you, even if you are meeting for the first time.

Part2:Speed Synchronization

On the other hand, speaking speed is sometimes related to the situation of the other person, but more often it is related to the nature (personality) of the person.

For example, what would happen if a customer who normally speaks at a fast pace talks with you, who speaks at a slower pace?
You will make them feel like, “I want you to tell me the requirements as soon as possible!” and you will probably make them feel annoyed. On the other hand, if you speak at a slower speed and the customer speaks at a faster speed, the customer may think that you are rushing him or her.
However, if the speaking speed is the same, the customer may feel that “this person is easy to talk to.

Speaking speed is an important theme in telephone work.
In inbound work such as “customer support desk,” it is often the case that the caller is guided to match the operator’s speed.
The reason is that if you match the pace of the customer who has contacted you with a complaint, you may make the customer feel anxious and agitated. Therefore, we dare to respond in a calm manner, which leads to a logical discussion with the inquirer.

In the case of outbound communication, the most important issue is to get people interested in the product being promoted. Therefore, it is more important to match the speed of the person you are talking to.
The first step to a smooth conversation is to match your speaking speed with the other person’s so that you give the impression that you are easy to talk to.

Part 3:Raise the corners of your mouth and open it sideways.

Lastly, I would like to talk about the shape of the mouth itself when speaking. You may be thinking, “Raising the corners of your mouth and opening your mouth to the side is just the kind of thing you learn at a seminar for new employees…” It is true that it seems too easy to believe that it is a trick. It may sound too easy to believe, but in fact, just by raising the corners of your mouth, you can raise your voice just right.

In many cases, speaking on the phone with a “pleasantly high” voice tone will sound just the right height to the person you are talking to, and will give a good impression.
If you can improve your impression simply by being aware of how high your voice usually sounds, there is no easier and more pleasant way to improve your voice.


That’s all for the three trust-building speaking styles practiced by telemarketing professionals!

For telemarketing, “speaking style” is just one skill. But if you can’t provide a good service because of the way you speak, you are missing out on a lot. Even if it is not a new trick, there is a big difference between “just being aware of it” and “being aware of it and doing it. Not only telemarketers, but anyone who struggles with how to talk on the phone should try it!

I&D provides high-quality inside sales representative services based on our track record of more than 3,000 projects completed in the past. Please feel free to contact us for more information.

The writer of this article.
Miyuki Saito

Manager, Global Solutions Department

Over 15 years of experience as a marketing manager, product manager, promotion, etc. for various global B2B companies.

Has executed many projects to support foreign companies wishing to start sales activities in Japan to expand their business overseas.

Graduated from the University of California, Berkeley.

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