Your Most Vital Business Tool

Around 90% of all first time enquiries begin on the telephone, so it’s the perfect opportunity to project an image of friendliness, efficiency and professionalism. It’s also the opportunity to significantly increase your conversion rate of telephone enquiries into sales and achieve a better return on your advertising and marketing investment.

To get the full benefits from your phone, it’s important all your team members consistently use good telephone technique.

Smile to the point of a grin before you pick up the phone
Answer the phone on the second ring
Answer the phone with a structured message Greeting + Location (optional) + this is [your full name]. eg. “Thank you for calling ABC Company, this is Jane Noble.”
Listen attentively and give out positive strokes (eg. Uh-huh; Right; Yes, etc.)
Show interest in your caller and build trust by asking questions.
Leave your caller on a high.
Hang up last.

Voicemail: Friend or Foe?

When used effectively voicemail can be a great help. It’s important though, not to use it as a means of avoiding talking with your customers.

When recording your voicemail messages remember these 3 things:

1. Be as brief as possible.

2. Be totally customer focused.

3. Give a human option early.

Good telephone technique can create a delightful experience for your callers such that they’ll want to keep coming back.