The TradeMarke

Author: The TradeMarke

Step into The TradeMarke, your go-to podcast for everything marketing in the trades. Hosted by Award Winning Industry Marketing Experts, Sarah Ghirardo from ReMarketable and Eric Thomas from Rival Digital. Together, were here to unite the worlds of trades and marketing, bringing you insights, stories, and strategies from the heart of the home service industry. Whether youre a trade professional, a marketing expert, or somewhere in between, this is the place for you. Listen in as were here for the BIG ideas, the game-changers, and the everyday successes. Because at The TradeMarke, were with the trades and for the trades.
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Language: en

Genres: Business, Entrepreneurship, Marketing

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The Sound Layer: How Erica Leonor Trains CSRs to Actually Connect
Episode 245
Friday, 21 August, 2026

Erica Leonor joins Sarah and Eric for a wide-ranging conversation on the power of voice, especially for CSRs and sales teams who don't have body language or facial expressions to lean on. Erica breaks down what she calls "the sound layer," why people process tone before words, and how monotone delivery quietly kills engagement, trust, and closed deals. The conversation moves into pitching (why nobody needs a 10-minute origin story), the value of vulnerable, ordinary storytelling as a connection tool, and choosing authenticity over "faking it till you make it." Erica also talks about her work with the Influential Women Organization and the women's groups shaping the trades, plus what her husband Geovanny is building with Voxa to modernize CSR and sales training.