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Making the right telephone impression
How to get the most from those first 20 seconds by Jane Finn
Every time you answer a telephone call, you can either gain a client ... or lose one. In the first 20 seconds of a telephone conversation, your caller will instinctively assess your level of confidence, interest,
sincerity, professionalism and knowledgeability. It is critical to set the stage at the inception of a call. Pause, take a deep breath and answer by the second or third ring. Clearly identify yourself and your firm.
Speak slowly. Articulate. They're clients; you're happy to hear from them. Then, gain immediate control of the conversation by asking a relevant question, such as "How can I help you?" Speak with
variations of tone and pitch, and at a moderate pace that is neither too loud or too soft. And be a good listener. Engage the caller in a two-way dialogue. Spend more time listening than talking. Try taping your
calls and evaluating them later. Listen to what you say and how you sound. After all, common sense and common courtesy should be common pratice in today's business environment. Jane Finn & Associates
is a Brampton-based telemarketing consulting firm. Jane can be reached at (905) 846-1988. She can also be reached at
Cornerstone is a writing and editing firm that uses marketing and PR principles to create "words you can build your business on."
Call us from anywhere in the world for rush work.
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