Uncovering non-verbal language for inside sales teams | Part II

For those who have never imagined using non-verbal language in inside sales, know that you may be missing out on great opportunities for not giving it due importance.

Even if you are not personally with the lead, non-verbal language greatly helps the salesperson to have more confidence during the call.

Now, in practice, do you know how to apply this?

Now let’s apply the concept of non-verbal language in practice! Let’s apply it to sales engagement, apply it end to end in your funnel.

The first example I want to use is cold calling.

Cold Call

In cold calling, there are two things you have to pay attention to regarding non-verbal language:

#1 Stand out from your market

The lead is used to receiving a call where the salesperson has monotonous prosody (one tone of voice), has a low volume, and a rhythm that is not exciting.

Therefore, you, the salesperson, need to work on these aspects to differentiate yourself.

By the time the lead answers the phone, hears your tone of voice, and feels the energy you’re going through, he’ll be curious. He’s not used to going through that kind of call, he doesn’t usually have that kind of conversation.

This will be your trigger to get the lead’s attention right in the opening!

#2 body language

A good thing to do, before you even start cold calling, is to work on your body language.

As I already explained in Part Me, it also affects your mental state.

So when you’re doing lead research, three or five minutes before you call, take the opportunity to sit or stand in a position of confidence.

As I said, stand with your legs apart, taking up space. Even sitting, you can cross your legs and put your hands behind your head.

Stay in that position! It’s going to be a little uncomfortable, you’re going to feel that way, but it’s going to make your brain release the neurotransmitters that will make you feel that confidence!

This will make all the difference, especially in the intonation of your voice when you pick up the phone. Remember?

You’ve influenced your mental state with your body language, and because you’re in a confident mental state, your voice intonation has already passed that confidence naturally.

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#3 Commitment

You are finishing the call and want to align the next steps with the lead, or even you want to close the sale right then and there. How to get this commitment from the lead?

In this case, you’ve already had an entire conversation with him and you’ve already used your non-verbal language to engage him in that conversation. Now, the decisive moment has arrived: it’s time to hit the hammer!

  • Will you go forward in the funnel?
  • Will you become a customer of Blue World City?
  • What will happen now?

At this time, you preferably need to have confident body language to support your speech.

But, you also have to pay attention to your voice intonation. Preferably, use the pectoral register, which is your deepest voice and conveys authority.

Speak slowly, slowly, which gives the impression that it is something more important.

You can even speak a little lower, because the lead ends up paying more attention to what you’re saying.

The lead has the feeling that this is something important and that he needs more focus, otherwise he won’t be able to understand.

#4 Objections

We already know, through the teaching of the Aspirin and Aspira masters, that as soon as you receive an objection, the first thing you have to do is ask:

Like this?

You need to understand this objection better. After this lead has explained further, you are sure what his real objection is.

You need to have a similar stance to commitment: you need to keep your pitch as low as possible, without sounding awkward.

You also need to be calm. When we are calm, we don’t speak with such a fast speed and we don’t have such a loud voice, precisely because we are calm.

What will the lead absorb when you position yourself this way?

That you’ve been through this before, that you’re used to it, and that his objection is no big deal.

You did not appear to be affected by that objection.

Like? You demonstrated this with your intonation of voice, with your body language and, mainly, with your behavior, which is precisely the combination of these two things.

#5 Trading

Usually, when it’s a more difficult negotiation, I suggest using this same mindset of objections and compromise: firmness, confidence, and serenity.

But, at the beginning of a negotiation, when we are still in that friendly chat, there is no need to behave like that.

This behavior is important for when the lead is pushing that negotiation.

Then it’s time for you to stop, change your tone of voice and change the pace of your speech. Maybe you even have to change the volume to show him that:

It won’t be possible to do that, unfortunately.

You can even put yourself on the lead’s side, but when you don’t decisive, you have to be firm, but you also have to show serenity.

I’ll give you a quick example of a lead asking me for a discount:

Lead: André, man, can you give a 15% discount on this question?

André: Wow, {lead name}, I would love to, but we don’t work with this policy here today. In fact, you will be a great customer for our base, but I can’t get this discount for you.

My voice intonation was normal, at times it became even higher, contrary to the bass I’ve mentioned so much around here.

Let’s say he keeps insisting or even has threatened not to close if I don’t give him this special condition. Then the situation changes completely:

André: Lead, I understand that this discount would be very relevant for you and I understand that you would take a lot of value out of our solution.

But, in the same way, I understand that we will be able to generate a lot of value in your process and I strongly believe that we will bring a return on this investment that you will not even remember that you wanted this discount.

Did you notice how much more serious, despite being serene, the tone and cadence of my voice in that second moment? Probably, on the call, you will feel this change of mood just because you have changed your intonation.

These are examples of how impactful non-verbal language is in our sales.

Best practices

And now, in closing, I’m going to give you some best practices on how to train, optimize, and make it happen with non-verbal language within your process.

The easiest way we can practice this is through role play. , which is a controlled simulation where you can train different voice intonations without risking offending or losing a lead.

And there are also the vocal exercises that actors do a lot and help them to have greater control of their voice intonation.

You just have to be careful that these are controlled environments.

You are training your voice intonation, but you don’t have a mental state or critical situation that could be negatively affecting your voice intonation.

These drills are nice for developing control, but when you get there for the real call and you’re under pressure, chances are you won’t be able to put into practice what you’ve trained.

So what do you have to do to close that loop and ensure you’re working your nonverbal language on all possible fronts?

One thing: record your calls.

That’s right!

Why is it important to record your calls?

Whether you are a manager or a salesperson, recording calls will be the weapon for you to know how your non-verbal language is developing throughout the process.

You’ll know if you’re using your voice intonation in the right steps, in the right way, and, most importantly, you pick up the non-verbal cues the lead gave in that call.

When you’re talking to him, paying attention to the information he’s passing on, you’re taking notes so you don’t forget and then use it in your cadences. That’s sales engagement also done by the team of Capital Smart City!

You don’t have the time, you don’t have the brain capacity to pay attention to it and still analyze the non-verbal language of the lead. This is very difficult and takes a lot of practice!

The recording of the call will be that moment when you will get everything that was lacking in information and will still do this validation.

For example, you’re listening to the part of the call where the lead is talking about their problem. Then you see that there were moments when he lowered his voice and started to speak in a lower voice as if he was sad.

This may indicate that this issue is affecting him even more than you thought.

Isn’t it worth it to dig a little deeper and understand how he’s hurting himself with this problem?

That’s the kind of thing you’ll pick up on listening to your call recording.

And, if you are a manager, you can pass this on to your salesperson, tell him to change his speech, change his position when he receives a certain objection, or work better on voice rhythm, prosody and register.

You will be able to pinpoint exactly which steps need improvement, which need change.

I know that not everyone can record calls, but whatever you can do in this regard, have no doubts, it will be a key point for you to work with your non-verbal language.

You really need to engage your leads end-to-end in your funnel.


So, that was today’s Flipchart. Before I let you go, I just wanted to do this last alignment:

Nonverbal language is situational. It is relative and depends a lot on the context in which it is inserted.

The non-verbal language will depend on the stage of the funnel the lead is in, it will depend on the type of cadence flow you are running and even on the stage of this specific flow in which the lead is.

This type of personalization is essential for you to be able to really impact the lead with your non-verbal language.

If you don’t understand the context, you’re not coherent, you speak words that don’t match the voice intonation you’re giving them and don’t match your body language at that moment.

So, you have to understand the context in which you are inserted and the stage of your sales process that you are inserted in, to adjust and adapt your non-verbal language.

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