1. Answer your phone on the second or third ring. First ring -you’ll sound too anxious. Second or third ring -you’re ready to do business.
2. Answer with enthusiasm! If you aren’t excited, how do you expect the caller to be excited?
3. Smile when you say that. Smiling subconsciously makes you more positive and upbeat. And people can tell whether you’re smiling or not. Keep a little mirror next to the phone and check yourself out occasionally.
4.Never start off with an apology. “Gee, sorry I didn’t call you back,” or “Sorry it took so long to answer the phone.” You lose control of the call if you start out with an excuse or apology.
5. Sit up straight or stand up when you’re on the phone. This opens your diaphragm and lets your voice come from “down there.” If you like to pace, use your cordless or cell phone. If you like to pace and wave your hands while you talk, get a good headset.
6. Introduce your company, and then introduce yourself. Never ask someone their name until you give them YOUR name.
The absolute best telephone greeting follows this form: “Acme Video Services, Dale Strong speaking, how may I help you?”
You’ve just given them the company name (letting them know they dialed the right number), your first and last name (you’ve introduced yourself), and finally, you’ve let them know in no uncertain terms that you are there to be of service.
7. Match your callers’ speaking speed. If they talk fast, you fast. If they talk slowly, slow down! People communicate best with people who communicate like they do.
8. Limit your own talking. The more the other person talks, the better your chances of making a sale. In addition, you can hear with he or she REALLY wants, and hear any possible objections they have, too.
Dale Carnegie once said “The sweetest thing to any person is the sound of their name.” So,
9. Use the caller’s name. And use it often during your conversation.
10.Keep your promises. If you say you’re going to call back in an hour, do it. If you say you’ll call back tomorrow morning…do it. If you say you’ll call at 1 pm on Wednesday… start dialing at 12:58 pm.
