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Having good telephone skills is crucial as the call may be the catalyst
for a prospective sale or provide vital counseling for a member of public.
However, since both parties may not see each other face-to-face, a telephone
conversation may not lead to favourable results; on the flip side, it
may lead to unintended misunderstanding.
Here are some tips:
Even voice tone
It is important to speak clearly in an even tone. If you
are anxious or even short of breadth, the other party may perceive that
you are distracted. This may cause the phone conversation to be terse
and unproductive.
Identify Yourself
It is important to identify yourself to the other party
before you proceed with the conversation. It is not a good idea to assume
that the other party knows you.
Ask For Identification
Along the lines of the above point, you should also ask
for the identity of the other party. You do not want to reveal confidential
information to the wrong person on the other line! This is not as a far-fetched
since speaking on a mobile phone may create identity distortions as compared
to using a fixed-line phone.
Structured Call
If you are making a sale over the phone, it is important
to ask the customer if you can have a few minutes of his time. You should
then proceed with providing more important features of the product. Be
mindful that if the receiver is speaking as if he is driving, his mind
may not be fully registering what you are selling – in this type
of situation, it will be more productive to call him at his office or
home.
Emotional Caller
If you receive a call from a member of public who is in
an emotionally unstable state, it is good to ensure that you are not in
a distracting environment; you should ensure that your full attention
is with the caller. Remember not to speak too loudly and allow other people
to get details of your confidential phone conversation.
Incoming Call
It is rude to abruptly pick up an incoming call and expect
your phone partner to hold. If the incoming call is urgent, it is a matter
of courtesy to tell your phone partner that you will get back to him shortly.
Remember to get his number.
Using the email/fax
In sales, you can complement the phone conversation with
email attachments or even a fax. This allows you to go through the product’s
specification and together be more persuasive in closing the sales. The
other party is able to better visualize your product.
Your handset
If the battery in your handset is running low, remember
to inform the other party. It also good practice to ask for his number
if it is not reflected in your phone system.
This article has been contributed by Colin Ong TS, Managing
Director of MR=MC Consulting Pte Ltd (http://www.mrmc.com.sg) which provides
Customized Training for Organizations and Educational Institutions in
the area of Knowledge Management, Workplace Issues & New Technology
Empowerment.
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