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, and so on.
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 other person’s time.
If you are not already using these phrases, I encourage you to try one out this week, regardless of the 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.
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.
Are you struggling to inspire conversations with your prospects … and begin building trust and relationships? I can help you find the right words – and the right process – to create conversations that lead to increased sales. Find out more at Inspire-Conversation.com.
Just discovered you. Browsed the site, your client list and then found your blog. Read this post (first), then felt compelled to comment: I Love It!
Seriously, I’m a big, big believer in being effective on the phone and I love any and all tricks to do so. One of my personal favourites is simply smiling while talking. (It works wonders as I’m sure you already preach)
Anyway, glad I found you and I see you have a weekly habit of posting, so I’ll be sure to return.
Cheers,
-Jeff
Hi Jeff,
Great to hear from you. Yes, the smile is vital. Many (many) years ago I took a telephone training course from Bell and they gave us a little desk mirror to put beside your phone. I’m still using it as my reminder to smile. Thanks for the post!
Not only does this show respect for the receiver, it creates focus and provides a start for the conversation. Every good joke needs a great start AND a great punch line. Every good call needs a great start and a great offer. The great start is imperative, so you can continue to speak with the receiver’s attention. Hopefully your offer (reason for calling) is the “punch line” that will incite the receiver to action.
Going to try this on my next series of calls.
Thank you
Thank you, Heather, for your great comment. I have never thought of comparing the opening of a call to how we tell a good joke, but it is a wonderful analogy. If you think if it, let me know how things go with your upcoming calls.