Just yesterday I trained a young back-office employee in telephone sales - with life customer-conversations. She was exactly like mentioned above. With stoic calmness she explained why she was calling, listened patiently to all the explanations of her clients and even allowed little moments of quietness in the conversation. The clients reacted in a very positive and friendly manner. And her attempts were as successful as you could wish them to be.
When I gave her feedback about her calmness she answered, "Life is hectic enough already. I don't have to add to this." True words, spoken calmly.
For most people I work with it's quite the opposite. They get infected by hectic situations and as soon as it gets stressful, they become faster and faster. In my opinion that is rarely a path to success. But I can say that because at 51 years of age I slowly (and not always) find a way to react differently to stressful and hectic situations.
I memorized an old Japanese saying: "If you are in a hurry, go slowly." And for me that means quite literally: If I am really stressed, I remember to move slower.
Let me give an example: Actually, I should be on my way already but I have to print something before I go. And the printer doesn't work properly. Then I repeat the print command in what feels like slow motion and concentrate on every step. Most of the time it then works.
The same principle is applicable in sales conversations. If I am confused, the discussion gets hectic or we talk over each other, I consciously sit back in my chair, breathe out and allow a short break. I take time to sort my thoughts and continue with a new question.
And even if it's not stressful at all, many people are hectic. I assume that's a typical phenomenon of today's times. Try to implement more calmness in your day-to-day routine and your sales conversations. Lean back once in a while. Breathe in and out again. Let breaks happen while you ponder your client's last answer. Calmness and serenity are infectious, and I think that does us all good.