Test Your Telephone Effectiveness

1. How long does it take you and/or your switchboard operator to answer the phone?

a) 5 rings or less

b) 3 rings or less

c) under 3 rings

After two rings, callers are wondering what’s going on. Your phone should be answered in-person by the second ring or by your voice-mail system by the fourth ring.

2. Do you answer your phone with any of the following?

a) “Hello.”

b) “(Company name only)”

c) “(last name only)”

d) “Good afternoon, this is (your full name), how can I help you?”

All of these greetings have flaws. A, B, and C are too abrupt and don’t provide enough information. D is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus it forces you to check the clock to see if it’s before or after noon. A better greeting is, “Thank you for calling ABC Company. This is John.” If you are taking a call that’s transferred to you, then always identify yourself as you wished to be addressed. Whether you choose to identify the department is optional.

3. Have you ever said, “Please hold” to a caller?

a) yes

b) no

Never put a caller on-hold without asking for their permission, and then waiting for their response. Putting customers on hold without their consent is a sure-fire formula to lose customers.

4. How long does it take a person on hold to become annoyed?

a) 2 minutes

b) 30 seconds

c) 1 minute

d) 17 seconds

Studies show that after only 17 seconds, callers on hold become annoyed. The exception is when the greeter explains why the caller is being asked to hold and provides the estimated time required. Knowing beforehand how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellular phone callers. Another option to prevent frustration is to offer the caller the option of either holding or hanging up and having their call returned within a brief, specific time period.

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Telephone Prospecting Sales Techniques

The telephone is a valuable time-saver for sales prospecting. Image conveyed in face-to-face meetings from one businessperson to another is not pertinent over the phone. Telephone prospecting sales techniques may be summarized under three categories: communication skills, call preparation and attitude. Paying attention to all three will guarantee telephone prospecting sales success.

Communication Skills

Superb communication skills are paramount to success for telephone prospecting. Listen attentively to the other person, and do not participate in multitasking, performing other activities while speaking on the phone. Let the other person talk, and be sure that the prospect has completed a thought before initiating your next word.

Use open-ended questions to draw-out the prospect, and to discover exactly what is on the person's mind. The more he talks, the easier it is for him to buy into what you are selling. To develop rapport, match the other person's speed of speech. Choose words and phrases that are predominantly positive for better results. Pay attention to "how" the prospect sounds more than "what" is being said.

Try to avoid interacting with voice mail. If you must leave a voice message, pretend you are a guest on a major radio station speaking to thousands of listeners with a powerful point, and keep your message to a maximum of 30 seconds.

Keep introductions to a minimum and make your point without being pushy. Try to sound like you are the other person's neighbor having a conversation over the fence. Be relaxed and professional.

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The Number One Rule of Telephone Communication

You have just meant a new girlfriend, boyfriend, client, or made a friend and you really want to build a relationship with them. If the person is a potential partner you will want him or her to fall in love with you. In addition, you may even just want to know some effective phone skills to build any relationship. This article will share with you the number rule to telephone communication skills.

The telephone is a different medium to traditional face-to-face communication. What does this mean to you? Rules change and tips can be adapted from normal face-to-face communication to help you build your relationship.

What does not change is the fundamental human psychology within the two people at both ends of the phone line. Because of this, you will see how these golden rule of phone skills I am about to share with you can be adapted to your everyday conversations.

The absolute golden rule over the phone is you must ensure the person you are talking to over the phone is receptive to what you are saying. No matter what you say or how you say it will matter if the person is not receptive. If the person had his or her family taken away by little green Martians or a young child is howling louder than a wolf, the person will not be receptive to what you say. Your messages will go no further than out the other end of the phone and not reach the person's mind.

It is a good habit to always ask upfront if the person has time to talk. After the greetings, simply say, "Do you have time to talk?" Saying this makes you courteous and unobtrusive on the person's space. When we do not have the time to talk, the only thoughts we have in our mind are wondering "How long will it be until this damn person shuts up because I've got things to do!" When someone is rushing there is no room for them to love you.

The first type of this rule ensured the person is receptive at the start of the call and the second rule will make sure the person is receptive during the conversation. While talking on the phone, interruptions arise. Some can be undetectable to the other person yet others can be heard over the phone.

When you hear a baby howling, a door bell ring, or a loud bang for example, don't ignore it! Say what sound you heard and ask if the person needs to attend it. The empathy you communicate through acknowledging potential interruptions will make the person see you in a more favourable light and ensure the person is tuned in to what you say.

Follow this golden rule of telephone communication skills and you'll be on your to having better relationships.

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Wayne Mansfield - Feb 11 PhoneSense Feedback

Customer Service - Top Telephone Tips and Techniques

Customer Service Excellence is what every organization, large or small, is aiming to achieve. We are now all highly aware that delivering an excellent experience to all of our customers will play a large part in keeping our Customers coming back. Every telephone call is an opportunity to win or to lose Customers. Here we give some of the essential Telephone skills, techniques and best practices that will help ensure that extra positive experience for our Customers.

Begin with a Confident Welcome

First impressions count and that first impression takes 10 seconds on a telephone call! In Customer Service this means the Customer will decide "I like this person", or "I do not want to deal with this person" very quickly. Our goal in Customer Service is to capture this call positively and to set the right tone for the call from the beginning.

We want to sound confident and welcoming. The telephone skills and techniques for doing this are …

1. Positive Posture - sit up straight in your chair and lean forward to take the call. Don’t slouch, as this will deaden your voice tone. Positive posture not only helps give you a richer voice tone, but it helps make you feel more confident.

2. Greet the Customer as if you are delighted they called. Smiling on the phone really does work!

3. Get the Customer’s name and use it. Everyone likes to be treated personally, like a human being. We do this by giving our own name and by using the Customer’s name. It is important to judge which form of the name or title is most appropriate. There are rules on this, but they differ from culture to culture. For example, in Ireland we use the first name in a business-to-business setting, and we use the family or surname in a business-to-home setting. It is worthwhile to investigate the social or business norms in your specific area or culture as being inappropriate can create a negative rather than a positive impression.

4. Give a positive, definite first response. For example, "Certainly, I’ll be happy to help"; or "No problem, I can do that for you". A positive first response will have a reassuring effect on your Customer.

5. Listen and use Verbal Nods to encourage the Customer as they speak. For example, "I see; Sure; I understand; I appreciate that". This may seem very obvious, but it is amazing how many people do NOT use verbal nods on a phone, especially in difficult call situations. Check if you do by recording a call and playing it back. If there are no verbal nods, the call will sound cold and officious.

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