Learn the callers business language
Research into the sector and use similar phrases to build trust
Match the customers approach
If they are in a hurry tell them you appreciate this. If you have to get other help, let them know a time estimate
Answer the call after 2 rings and before 6
Believe it or not most people do not expect to be answered on the first ring and are often not ready
Don’t hang up first, let the caller
IF you hang up you might miss. "Oh by the way" i.e. an opportunity (30% of people do this!)
Sound lively, interested and efficient
This is the impression your client has of you, your colleagues and your company
Have open questions ready in case of a pause
A pause of longer then 10 seconds is unacceptable to a caller as it seems longer. Have some questions prepared or a list of non contentious things to talk about
Never assume callers are like you
Comments on race, religion, politics or even sport might cause an issue if the caller has different views
Don’t worry about a good vocabulary
If you use difficult words, it may well inhibit others from grasping what you are saying. Ordinary conversation actually uses a very restricted vocabulary
Don’t say "I don’t know"
IF you are unsure or don’t know an answer, tell the caller “I’ll find out and get back to you”
Be an active listener to build trust
Listening is critical on the phone. Acknowledge the callers comments with, “ok”, “I understand”, “yes” to show you are interested and listening
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