May I Ask Who's Calling?
If you're a sales professional, you probably spend a fair amount of time on the phone-- conducting both incoming and outgoing calls. When you are placing the outgoing call, you control the prospect's impression of your company. But do you know how incoming calls are handled? Are you certain that your clients and prospects are getting what they need, in a timely and professional manner?
If you're not sure, place a few calls to your office, or have a friend make some calls. Do you like what you hear? If not, take steps to correct the problem, immediately--you may not get a second chance with a prospect or key customer. Cheri English, of Sales Concepts, points out some factors that can affect a potential client's impression of your company.
Factors that trigger a poor impression of your company
- Answering in a flat voice that drags out "A B C Company (deep sigh) May I help you?"
- Eating, drinking or chewing gum while on the phone
- Transferring the caller without telling them to whom they are being transferred to or the extension number in case they are disconnected
- Transferring, without explanation, to someone other than the person requested
- Continuing a conversation with someone internally
- Failing to slowly pronounce or give spellings of difficult names
- Using poor grammar or speech
- Placing someone on hold for a longtime without an explanation or apology
- Failing to place the caller on hold while searching for requested information
- Saying, "I don't know."
Ways to trigger a positive impression of your company
- Speaking slowly and clearly
- Providing the correct pronunciation of difficult names and follow them with extension numbers
- Announcing the name of the individual to whom the call is passed
- Checking frequently with people on hold
- Offering assistance if the person requested is unavailable
- Saying please and thank you
- Having fun and letting a sense of humor show
- Smiling when on the phone. The caller can hear it and may conclude that your company is an enjoyable place to work.
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© 2001, The Green Sheet, Inc.
