Despite the popularity of Social Media as a means of communicating in recent times, when it comes to business transactions, there is no better medium than the telephone.
New business inquiries are like gold-dust to any company and these are the calls which each business owner eagerly awaits.
Consider a scenario where a web-chat has progressed to an emailed quotation and finally your prospect decides he/she needs to pick up the phone and clarify some points with you.
Because first impressions are so important, it is crucial that the following happens in order to maximise your chances of sealing the deal.
Call Answering Tips:
1. Answer the call promptly.
If you are open for business then your telephone line must always be attended and answered promptly.
2. Answer the phone giving both the Company name and your own name.
A caller needs to know they have dialled the correct number and it is very useful for callers to know the name of the person they are speaking to.
3. Keep background nose to a minimum.
With the advent of mobile phones, calls from landlines can be diverted to your mobile offering more flexibility.
However, be very careful about where you take business calls on your mobile as the reception can be poor or there may be background noise which can interfere with your ability to clearly hear what the caller is saying.
It can also give a very unprofessional image of your business.
4. Make sure you have a pen and paper to hand when answering a call.
It may be the only opportunity you may have to take the callers details. Reading back the details you have taken re-assures a prospective client that you have been listening and that you will revert on the items you have discussed.
5. Keep your language professional and diction clear.
Use of slang such as ‘hang on a second’, ‘No probs’ or ‘Great stuff’ needs to be avoided.
You should also speak slowly and make ensure that you don’t use any jargon which your clients may not be familiar with.
It can be useful to make a recording of a dummy inquiry with one of your staff and then listen back and see where improvements can be made.
6. Avoid the use of the speaker phone facility unless you are on a conference call.
Use of the speaker phone gives the impression that you are not fully concentrating on the call or may lead people to believe the conversation is not private.
In addition, background noise can be picked up by the speakers and interfere with the other parties ability to hear what you are saying.
So in summary, by perfecting your call answering skills, you will ensure that the all important first impression will be a memorable and lasting one for all the right reasons.
How many of these tips do you already implement when answering the telephone for business?
Leave a comment in the box below and let us know.
This post was written by Gobnait Collins of Kendlebell Kimmage who has joined our team of Mumpreneur Experts