Mini Workshops – Phone 001

Article contributed by Geoff Kirkwood.

This is a 2-3 minute activity that involves those at the meeting.
You will need to read it through beforehand and be prepared. 
What you say out loud to the group is in larger type in bold.
Purpose: To highlight the way we need to answer the phone.
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Start by saying…..

One way that you market yourself through Word Of Mouth (WOM) Marketing is the telephone. In particular, the way you answer incoming calls.

Give me some feedback please? Exactly what do you say when you pick up your phone to answer it?

Wait for answers – repeat for the group. Comment positively on 1 or 2 better ones. Then say….

Let’s look at the impression you want to give to the person who has called you. What words could describe that impression?

Wait for answers – you are looking for words like… positive, friendly, competent, happy. Make sure you repeat these when you summarise the responses.

Now ask….

Does your voice always give that impression?

Here are some tips to make sure it does.

1.    Have a mirror at your desk and look at yourself when speaking on the phone.
2.    Smile at all times – it comes through in your voice.
3.    Take a deep breath and clear your mind BEFORE you pick up the receiver. The way we feel comes through in our voice.
4.    Have a standard way of answering the phone every time – and stick to it – a suggestion is to give a greeting (e.g. good morning) and then say “this is ……. …….” (your name)
5.    Speak clearly and slowly so people can understand exactly who it is that has answered the phone call.
6.    Then listen carefully to what the other person has to say.

What you say in the first 10 seconds of a phone call will make the difference and could set the tone for a long term relationship with the caller.

The Referral Master®