5 TIPS FOR DAZZLING
What is it about the phone that makes the difference between a happy
customer and person that will never call you again? Your first
It is said that a person forms an impression of you in the first 7
seconds of meeting you. That being said, what can you do to make sure
that first impression is a good one?
Here are 5 tips on how to give a great first impression and get a
fantastic response from people who call your place of business:
- Put your SMILE on before you pick up the phone.
The tone of your voice will change dramatically when you
smile compared with if you’re mad that the phone is ringing and
interrupting you. People are calling your company because they
believe that you can help them in some way. If you sound happy that
they called, you can bet you will get a much better response.
- Answer on the SECOND ring
This gives you time to put your SMILE on and get your head out of
what you were doing. It will allow you to be there for your customer
or potential customer.
- Your GREETING : Good morning/afternoon/evening, (business
name), this is (your first name)
This greeting is warm and effective. The words “good morning” or
“good afternoon” literally forces you to smile. You identify your
business which is a given and you have introduced yourself which
creates some warmth and personality to the company.
Today’s successful businesses know that relationship building with
potential customers is the secret to creating relationships between
customers and the company.
- LISTEN and REASSURE the caller
Giving your potential customer or customer your undivided attention
lets them believe they are important. When listening properly you
will also understand how you can help that customer.
There are words you can use when talking to your customer that will
reassure them that you are listening and will do your best to help
them. Words like:
- I see
- Sounds like it
- That's right
- Thank you
- I understand
- I know what you mean
A great way to build trust over the phone is to ask open ended
questions this will help you understand the customer needs. Your
questions should start with the W’s: What, When, Why, Which, Where,
Who, & How.