One of the most important “tricks” to effective telephone communication lies in acknowledging this simple fact – every phone call is an interruption.
While this was true when I began my career on the phone (1987), people still had “space” in their day. They could, and would, find time to listen and talk. And … there were no cellphones!
Today we all have schedules that contain too much to do in too little time. And we carry our phones with us, so the “ring” can intrude on meetings, meals, driving, deadlines, personal time…
Effective communication lies in acknowledging the interruption and working with it. We do that by letting the person we’ve called know we are not going to waste their time, that we have prepared for this call and are able to get to the point.
When someone answers their phone, use one of these phrases at the front end of your conversation:
“The reason for my call today is …”
“I’m calling you today because …”
“This call is about …”
“The purpose of my call is …”
Phrases like the ones above grab attention and they clearly state your respect for the person’s time.
If you are not already using these phrases, I encourage you try one out this week, regardless of type of phone calls you are making – sales calls or calls to suppliers for quotes, or … . You will experience a positive difference in your conversations.
And I invite you to come back here at the end of the week and share your experiences.
What comes after these phrases? Well, if it is a sales call, it’s your 20-second-or-less pitch, a crafted statement that speaks directly to your prospect’s needs. See below for a variety of ways to catch up with me to learn more about this.
Happy dialing everyone!
PhoneWork: The Art (and Science) of Effective Telephone Communication
**New Dates Takes place three Thursday evenings (February 21 to March 7) at NSCC, Institute of Technology Campus, Halifax
From telephone interviews to conference calls, from customer service to market research, from booking appointments to closing sales, the telephone is an essential business tool. Using it effectively requires specific listening, interviewing and speaking skills. Regardless if you are a business owner, an employee, or someone looking for a new job, this course provides you with everything you need to banish phone fear and become phone fabulous!
All the information, including registration, is here: http://www.nscc.ca/learning_programs/coned/Course.aspx?I=690
Grow Your Business
Wednesday February 27, 10 am until noon, Halifax
This monthly prospecting practice, in conjunction with The Hub Halifax – 1673 Barrington Street, brings together like-minded entrepreneurs who want to perfect their telephone skills. To register click here http://www.thephonelady.ca/rsvp/ Call me at 902-404-3290 or email me for more details.
Exceed Your Quota: Get More Appointments – Close More Sales!
Wednesday March 13, 9 am to 4 pm, Halifax
Peter Skakum of Tangent Strategies joins me for this powerful workshop at Ashburn Golf Club. We’ll show you how to confirm more meetings and leave those meetings with new customers and new orders. Download the course description, learn more details and register here: http://www.thephonelady.ca/registration/