By Graham Roberts-Phelps
Every thing you are going to ever want to know approximately utilizing the phone in company by way of professional revenues coach Graham Roberts-Phelps. it's divided into 4 sections; phone strategies for patron delight, gaining appointments, attaining higher revenues and credits assortment by means of cellphone.
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Additional resources for The Concise Guide to Telephone Tactics
Take notes One of the keys to becoming effective in what you do is to think more on paper. Whether this is in planning, jotting things down that you don’t want to forget, making notes following meetings or telephone calls or confirming details in writing. One of the disadvantages of using the telephone is that sometimes the communication is very brief and may seem a little inexact. As you go through a telephone call be sure to make notes of the key points. This also has the benefit of helping you concentrate, making sure that your eye contact does not wander off somewhere else.
Record a new topical message daily. • If possible redirect the call to somebody else in the office who is able to handle their enquiry. • Try to avoid too many cliché ‘they are in a meeting’ type expressions. ’ • Do not make promises that may not be kept. ’ • Always remember to be polite when screening any type of call whilst respecting the person’s self-esteem. Even if it is the twentieth sales person you have had on that morning they have a legitimate job to do, but just make sure they are actually contacting the right person and redirect them if they are not.
PART 1 TELEPHONE TACTICS FOR CUSTOMER SATISFACTION 43 Questioning Create effective questions to understand the customers’ situation and what they really need. This keeps the customer participating and controls the call. OPEN QUESTIONS These questions invite the customer to give more than a yes/no answer. If used properly they stimulate information giving and avoid the interview becoming an interrogation. Open questions begin with the words: • HOW? • WHAT? • WHY? • WHEN? • WHERE? • WHO? When you ask open questions you must allow the customer time to answer.