By carefully monitoring your words, speech patterns and voice tones you can create an environment that quickly establishes positive rapport. People have different definitions for the same words. For instance, one prospect may say they want to buy a mutual fund with a great track record and the representative says they have a fund with an excellent track record. Unfortunately by the prospects definition great may be better than excellent, therefore resulting in some uneasiness. The simplest solution is to carefully listen to the words your prospect uses and adopt them into your conversation on a case by case basis.
Speech patterns are equally important.
The only right answer is to be in synch with your prospects. On the other hand the slow talking telemarketer may make the fast talking prospect very uncomfortable. The prospect may become impatient and feel the telemarketer is not being responsive. As you verbally dance with your prospect you must gracefully follow their pace. Tone of voice often communicates more than the words selected.