Evaluating texts and choosing the right tone

Speaker: Every month or so we do a stock check to find out what stock needs replacing, but also to work out which products are selling well and which ones aren’t.

(TO OTHER PEOPLE) So the deep cleansing gel, we’ve sold loads of those this month and we’re pretty much out of stock completely.

We need to order I think, about 6 or 7 more of those.

(TO AUDIENCE) I compare the stock in the cupboards with the spreadsheet and I also have emails with feedback from our customers.

(TO OTHER PEOPLE) Had a few emails back from clients, they’re saying that they’re not really liking the product.

They’re not seeing much difference in their skin, so we’ll leave that one and I think we should discontinue that one.

(TO AUDIENCE) It’s good business to know which products are selling and which ones aren’t.

By checking the stock report and comparing it with customer feedback, we’re able to find the information that we need and use it accordingly.

Speaker 1: (TO AUDIENCE) After the stock check I’ve decided to look into new products that we could stock.

(TO OTHER PEOPLE) I’ve been looking at a couple of different ones, this one in particular, it’s got anti-ageing properties, it’s award winning and provides immediate results which is quite important.

(TO AUDIENCE) Before I order a new product, I’ll do some research from several different sources.

I’ll read professional reviews in beauty magazines written by experts.

I’ll also read consumer reviews on review websites to get a greater insight.

(TO OTHER PEOPLE) I’ve been reading a few reviews online, this one in particular it says that she did see immediate results.

We’ve got to remember that anyone who writes a review they either want to say if it’s really good, or if it’s really bad.

And there’s way more reviews that…

Speaker 2: …came out good.

Speaker 1: …are positive.

(TO AUDIENCE) Using several different sources and getting several different opinions, I have enough information to conclude which is the best new product for our clients.

(TO OTHER PEOPLE) I think it’s a great product.

I think we should go with it, try it…

Speaker 2: See how it goes.

Speaker 1: And see how it goes.

Speaker: (TO AUDIENCE) When dealing with a new supplier I have to be warm and friendly, yet professional.

I think about the questions I need to ask before I make the call.

(TO PERSON ON PHONE) Hi, I’m interested in purchasing one of your moisturising products.

I’d like to ask a few questions, if that’s OK?

What sort of skin is it mainly used for?

Is it for dry skin, combination?

And do you know if it’s animal tested?

(TO AUDIENCE) I try to build a rapport with the supplier, I keep the tone of my voice warm, I’m enthusiastic and upbeat.

(TO PERSON ON PHONE) I use quite a few of these products at home myself and I've recommended them to clients, friends, family.

(TO AUDIENCE) Finding common ground is also a good way to break the ice.

(TO PERSON ON PHONE) Oh that’s good, do you?

Which one do you use? Me too, I like that one.

(TO AUDIENCE) Even when asking for a good price I remain polite, friendly and calm.

The tone of my voice is calm and straightforward.

(TO PERSON ON PHONE) And then lastly, just a little bit about the prices.

Is there a discount if we order in bulk?

(TO AUDIENCE) Because I planned what I was going to say I speak confidently.

(TO PERSON ON PHONE) OK then, that’s great. So, if you send over those samples then we’ll test them out and I’ll give you a call within a couple of weeks.