A Dozen Do's and Don'ts for More Effective Telephone Calls
Whilst good telephone skills are vital for sales managers and their teams, being able to handle telephone calls effectively and professionally is important for managers and employees at every level. Maguire Training's Telephone Sales Techniques course is essential for anyone whose role involves frequent use of the telephone, we can adapt this course for anyone whether in sales or not, equipping them with the skills and knowledge required to deal with a wide variety of call scenarios.
Everyone can improve their telephone performance straight away, however, if they follow our telephone handling do's and don'ts.
1) DO relax before taking or making an important call; if you are stressed, tired, anxious or angry this will be reflected in your speech.
2) DON'T interrupt your caller in mid-flow, attempt to second-guess what the caller is calling about or attempt to finish their sentences for them. This gives the impression that you are in a hurry or insufficiently interested in listening to what they have to say.
3) DO be conversational where appropriate. Adopting a more informal tone and introducing a little chat helps to establish a rapport between you and the caller.
4) DON'T slouch - a poor body posture may constrict or distort your voice, sitting comfortably in an upright position is better.
5) DO listen carefully and focus on what is being said. Daydreaming or allowing external factors to distract you from the conversation may lead to misunderstanding or the failure to hear vital information.
6) DON'T be afraid to be assertive if the conversation requires it. Remember that assertiveness does not equate to rudeness or aggression; it is merely the statement of your point of view and requires that you equally respect the other person's point of view.
7) DO smile before you pick up the phone. Again, positivity and negativity may both be subconsciously reflected in your voice. Smiling first will give the caller an impression of warmth and friendliness.
8) DON'T forget that, even with a telephone call, first impressions count. Don't answer the phone with a mouthful of food, don't continue chatting with a colleague after you've picked up a call and do ensure that there is no raucous background noise.
9) DO keep it fresh and natural. Even if you've already had twenty very similar conversations or have followed the same call script twenty times today, your twenty-first caller doesn't know that and won't be impressed if you sound weary, apathetic or reel off your speech parrot-fashion.
10) DON'T answer several continuous phone calls in a row without taking a breather to refresh yourself and prepare for the next.
11) DO ask open questions (i.e. those that can't be answered with a simple 'yes' or 'no') to draw more information from your caller if needed.
12) DON'T forget to close the call appropriately. Summarising the main points of your discussion, stating the actions that will take place as a result and asking the caller if they are satisfied all demonstrate that you have listened, understood and are going to act upon what has been said.
How can we help?
The telephone is an important and indispensable business tool, but using it effectively and maximising its potential requires a range of skills and strategies. These can easily be acquired through effective business skills training and at Maguire Training our versatile E-learning system enables delegates to benefit from courses such as Telephone Techniques by allowing learning to take place in the way which best suits the individual.
