Telephone Techniques That Win Customers
Every time the telephone rings it represents a potential business opportunity. Your organization has already made the initial investment in the equipment (the phone) and the staff (to answer it). Now that the client has made the effort to contact you, it is essential you maximize on the sales opportunity of every telephone contact.
How your company's phone is answered reflects directly on your business and brand. I know of numerous examples of people deciding not to do business with a company simply because the initial contact through that first phone call was a bad experience. You've heard that first impressions count. Remember that that first impression can be made on the telephone.
Consider the following tips the next time you pick up that phone.
- Answer the phone in two rings.
- Clearly state your name and the company name.
- Speak clearly and succinctly.
- Be pleasant to all callers.
- Avoid leaving customers on hold. Take a message when possible. Ensure it is followed up on. Offer to transfer the caller to voice mail.
- When appropriate, advise of best time for the caller to reach the intended party.
- In a retail situation obtain the customer's name and phone number for follow-up by a sales consultant.
- Smile! Studies show that when you physically smile, you actually sound happier and your caller will hear your smile in your voice.
A ringing telephone may feel like an intrusion in your busy day. It is a mistake to prejudge the caller on the other end of the line as you can never forecast the positive impact they could have on your business. Treat each caller with respect and create long lasting client relationships.