1. Look at Your Telephone Image In The Mirror
Have you ever been turned off by someone's appearance. Regardless of what it was, we have all experienced a bit of prejudice because of the way a person looked. And no matter how objective we believe ourselves to be, this clouds our ability to deal with that individual in an unbiased way. The good news is that on the telephone we don't have to worry about our physical appearance. This allows us to concentrate more on enhancing the appearance that really counts on the phone: The way we sound.
However, the same prejudices can be formed by our listeners if there is anything in our tone, volume, pace, or choice of words (or non-words such as "uh," "ah,") that is distracting. In a face-to-face situation, you wouldn't approach the most important meeting of your life slouch-shouldered, wearing tattered clothes and have your hair a mess. It's easy to sound like that, though. You need to regularly listen to tapes of your calls at various times of the day, and constantly be aware of, and enhance your telephone "appearance" to be sure it's one that adds
to your message.
2. How to Keep Visitor Noises Down
Noise in a telesales environment is a problem shared by many organizations. Peggy Leutele of Eco Systems in Minneapolis share this idea: At Eco Systems, which is a manufacturer and distributor of water purification equipment and supplies, tours frequently bring groups of people through their facilities. The groups are often noisy and distracting. That was until Peggy placed a large sign reading "Quiet Please" at the entrance to the area. She says it's interesting how you can hear the buzz dwindle to a hush as the groups enter the area and see the sign.
3. When You're Disconnected
Everyone has probably had a call terminate for some reason or another in the middle of a conversation due to technological reasons. Regardless of who placed the call, it's YOUR responsibility to call the prospect/customer back. Don't wait for them. Be proactive. Another point: Whenever you get an incoming call such as an inquiry, be sure you get their name and phone number right away, just in case you are disconnected. This way, you'll have a way to recontact them.
4. First, or First and Last?
Should you use your first name only when placing calls? Or, should you identify yourself with both first and last? Here are some general rules we suggest based on experience and input from decision makers.