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For years I have told my clients to look to the big boys to see how they do things. Now I hedge my advice, by pointing them at the big boys that are doing it right, because so many have made more than one wrong turn on the road to a professional, caring image.
Decide whether to answer the call or to let it go through to voicemail. This is not about avoiding people but about ensuring that you don’t answer a call (if you don’t have to) when you know you’re not able to give your full attention to the caller. If you’re in the middle of something, and you don’t wish to be interrupted, it’s politer to allow the caller to leave you a message and make a return call when the timing is better.
It is rude to abruptly pick up an incoming call and expect your phone partner to hold. If the incoming call is urgent, it is a matter of courtesy to tell your phone partner that you will get back to him shortly. Remember to get his number.
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Prepare for a cold calling the way you would for any major presentation. Know what you want to say, how you want to say it and how you want to represent yourself, your company, your product or service. Furthermore, know the goal of your telephone call. If you are new to a cold calling or uncomfortable with a cold calling, practice your pitch out loud. Role-play with friends or colleagues. Practice various sales scenarios. This way, you will not have to worry about what you are going to say. You will be prepared, and you can focus in on your prospect.
Every company should train their front line staff and anybody who may potentially be answering the phone how to handle incoming telephone inquiries. Often customers will not ask the correct question, and it is important to make sure, they get the right answer so therefore it is important to ask customer questions and in doing so you can figure out exactly what they’re trying to get at, and what they’re trying to get done.
Fast Talking Me do a former New Yorker, and I usually have no problem understand the swiftest speaker. However, I’ve had people I have never met leave me a message with a phone number that is spoken as fast as an auctioneer. Slow down! Leave a message assuming the other person doesn’t know how to spell your name or already know your number. A proper message includes your name and number stated twice – once in the beginning of the message and again at the very end. This way if I can’t understand or want to confirm the information, I can do so without replaying the message repeatedly. Be sure to speak slowly and clearly. Don’t be shy about spelling any piece of information for clarity.
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