The conversation analytics team here at Convirza has analyzed millions of phone conversations and have made some stupendous discoveries, but this one will change the practice of talking on the phone forever.
You will never talk on the phone the same again, and you’ll probably become ambidextrous.
We’ve historically discovered some great tips that have benefited global organizations that rely on phone conversations to drive revenue. For example, did you know:
– Asking for the business increases sales rates by 10.6 times
– Using the name increases sales 4.4 times
– Attempting to overcoming objections increases likelihood of a sale by 12.8 times
But this one is it. Our Conversation Discovery Engineers in the Convirza business intelligence labs have outdone themselves with this one tip that will increase sales by 217%:
If sales are lagging, hold the phone in the other hand.
Really, it’s that easy. Honestly.
The brain is split into two hemispheres joined in the center by the corpus callosum. The right brain and left brain control two vastly different functions. If you cut the brain in half down the middle, these two hemispheres could operate on their own. However, the corpus callosum facilitates a balance between the two distinct functions of the two sides of your brain.
– Left Brain: Language, Logic, Analytical, Reasoning, facts, Math and Numbers, Critical thinking, verbal, reality based, pattern perception, strategic, past and present oriented,
– Right brain: Emotion, Intuition, Creative, Imagination, Philosophy and Art, non-verbal, spatial perception, presents possibilities, holistic, future oriented
Typically the right brain controls and receives input from the left side of the body, while the left brain receives information from and controls the right side. Remember this. It is key to our discovery and key to increasing sales by 217%: right brain uptakes info from left body, left brain uptakes info from right body. Remember that.
87% of the 8,244 participant research group had a dominant phone hand. A “dominant phone hand,” means the converser holds the phone over 90% of the time in the same hand while conversing on the phone.
Think about yourself and your life. Which hand do you hold the phone with? There is only a slight correlation between being right handed and having a right dominant phone hand. It’s more a matter of habit. So think about it, which hand do you usually hold the phone in? More importantly, and this is really important, which ear do you hear a conversation through?
We hear most phone conversations through the same ear and therefore process language and create meaning with one side of the brain. This is called “mental tilt” and it’s a major problem for conversational dexterity.
Why is mental tilt a problem? Let’s say you receive sound waves and phonetic patterns through your right ear. The lexicon is interpreted and given prioritized meaning by the left side of the brain. Remember, the left side of the brain is logical, analytical, mathematical, and fact based. If you listen with your right ear, your mental tilt dictates that you will interpret the world analytically and your phone conversation approach will be analytical. Prospects and clients may see you as a cold hearted witch.
Likewise, if you always engage phone conversations with your left hear, you will process sound waves with your right brain which is creative, emotional, and intuitive. If an upset client has ever told you to “stop sniveling and give me some real data instead of pansy-a$% stories about how unicorns and rainbows and content are going to solve my problems, you sissy. And shave that beard, emo boy,” you probably are left phone hand dominant with right brain mental tilt.
Do it, for the love of your job and 217% increase in sales, change hands.
If you’re ever on the phone with an important client and you need hard data, facts, and a logical explanation for how the cat crawled into the power grid, got fried and killed the power to your servers and lost all of the client’s information, put the phone in your right hand and speak with your logical left brain.
If you’re on with a prospect and you need to get creative and make up some nonsense about how well your product fits their needs, speaking the truth in advance by telling them you have features and benefits you don’t have yet, put the phone in your left hand and speak with your creative right brain, like these happy folks:
The Society for Cultural Telecommunications Linguists is stunned at this discovery. Not in a satisfied, happy for progressive science and new discoveries way, but in a slap the forehead “why didn’t I think of that?” kind of way.
A simple rule of thumb is this: Customer Service Reps, wear a headset with the earpiece on the right ear (but don’t forget empathy…this is vital for customer service but really really hard for the left brain), and Sales Reps, hold the phone in your left hand and invent fantastical solutions with your right brain.
But for best balance, equilibrium, ergonomics, and conversational results, change phone hands frequently to engage both sides of the brain in the customer service and phone sales process.
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