Effective Telephone
Techniques
We all know how to handle a Telephone.We have used telephones most of our
lives.But still certain things you have to be aware everytime you pick up
the phone.
| 1. |
Your Voice |
| 2. |
Politeness |
| 3. |
Courtesy |
| 4. |
Friendliness |
You never get a second chance to convince your Customer.So the first
impression is the best impression..
So first Concentrate on the Tone of your Voice.Be attentive.Listen very
carefully.Make sure you understand every word the Customer says.Focus your
whole attention to your Customer's conversation.Do not jump from one topic
to another.Make sure you both agree to move on.
Personalise the Call- Call the Customer by name(Make sure he is happy with
that).Be Courteous.Never interrupt your Customer.Always respond to your
Customer.Make sure you give the correct answer.If at any time you're not
concentrating ask your customer to repeat what he said.Never Guess.Always
exceed Customer's Expectation.
Your attitude is very important.Always smile on the phone.A Smile relates to
Sincereity and Enthusiasm.
Make sure you pick the receiver within 3 rings.Greet your Customer
cheerfully with your name.
| Certain words and
phrases which can help you to handle the call better. |
| 1. |
Thank you for your patience. |
| 2. |
Interesting. |
| 3. |
I promise. |
| 4. |
I take full ownership. |
| 5. |
Do you mind holding. |
| 6. |
You are very important. |
| 7 |
Call me if you have any questions. |
| 8. |
It is amazing.
|
When customers give their telephone numbers, Card Numbers etc make sure you
repeat that again.This prevents misunderstanding and save time.
Rapport Building is very important to build trust and to create
relationship with the customer.Repeat Customer's words, gestures, and speech
pattern to build rapport.By building rapport you can break the walls between
you as a salesperson and the customer and build a bridge to create
relationship.
Give your Customer useful information.Let your Customer know what you can do
and what you can't do.Under promise and Over deliver.Ask the right
questions.Discuss with your customer the features and benefits to help them
find a solution.Be part of their business.Offer them right solutions.Give
the product or service that suit their needs. When asking for Commitment be
Direct and Confident.
Always make the Customer feel Important.
Sales thought of the week
By building trust you can create customer loyality. W.Saga
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