There is difference in culture, there is difference in people within culture also. The way we interact with a Japanese or Indian or US business rep is drastically different.
Face is used to charm & attract the other side into conversation. Voice also plays very important role while trying to develop connect with people. Smile can be visible & can be heard also.
There are people who are expressive, there are people who are very emotionless, at least by face expressions.
For Sales team, BD team, Collection team, Service team, face & voice play important role.
Corona is bringing changes in a way we operate. With mask on face, the advantage of having good face for Sales rep is reduced. Same way, with mask on customer's face, it's difficult to read the face expressions of customer. The mask is going to affect the way we talk & voice modulation. It's going to be more efforts, more patience to communicate effectively.
Knowledge required for developing rapport over phone, video call, or over Emails .
The IQ, EQ both are going to be important for Sales Person. Sales person will need to upgrade herself-himself on Interpersonal skills. Knowledge is going to be most crucial, keeping customer engaged will require now more than a good smile.