Updated: Jan 16
Phone answered on 2nd or 3rd ring. Answering sooner may catch the customer off guard. Answering later risks the customer disconnecting.
Speak slowly and clearly at all times. You should never have to repeat anything you say.
Most Businesses answer the phone incorrectly in 1 of 3 ways.
Hello ABC Software. MUMBLE speaking
Hello ABC MUMBLE. Bob speaking
Hello ABC MUMBLE. MUMBLE speaking
DON’T BE ONE OF THOSE BUSINESSES An inbound call is the PAY OFF for all that important marketing you do
Don't mess it up by creating a bad first impression
When your phone rings, imagine it’s your favorite Movie Star calling, because all customer inquiries should be treated as a ‘gift’.
Pausing is important, otherwise you will RunYourWordsTogether and confuse them. Example - "Haldane Sales Training pause, (customer knows they have phoned the right business) James speaking pause, how can I help?"