“Tips for Telephöne Success”
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The telephöne is an often under-appreciated and much maligned piece of office equipment.
Have you stopped to consider how much business you conduct over the telephöne?
These 10 tips will help you improve your telephöne presence and presentations.
1. You are the “Manager of First Impressions” for your business. Wheneveryou pick up the telephöne, put a smile on your face first. It will enhanceyour vocal quality, and you will sound pleasant and relaxed.2. Listen attentively to the person you are speaking with. Recall why yourdog is such a good listener: listen actively and in the moment.Multi-tasking is the enemy of effective listening.
3. Let other people talk! Make sure your caller has completely finishedspeaking before responding. Remember: sometimes they aren’t done talking;they are just coming up for air.
4. Use open-ended questïons to get people to speak more frëely. You shouldalways talk less than the person you have called. It makes others feelmore comfortable, particularly if you are asking them to make a decision.
The more they talk, the easier it is for them to “buy into” what you areproposing.
5. To create affinity with your callers, speed up or slow down yourspeaking voice to better match theirs. They won’t realize why they feelcomfortable, they just will.
6. Use your words for best results. Keep in mind you can phrase anythingpositively, negatively or neutrally. Phrasing your words positively willhelp you get better results more easily.
7. Voice mail can be your friend. Avoid leaving voice mail messages but ifyou must, think of it as a 30 second commercial on a highly rated radioprogram. You have the opportunïty to get your message into the “ears” ofyour most desired audience. Your message should reflect this.
8. Plan your telephöne presentations in advance. Think out all the variousscenarios you might be faced with and write it out. This is calledpre-call planning.
9. Tape yourself for self-improvement. Listen to yourself carefully anddecide what areas you want to improve.
10. Make an action plan. Focus on only one area at a time. When you feelcomfortable, move to your next area and repeat.
We use the telephöne as our primary förm of personal communication.
Peoplewho are good with this medium increase their opportunïties for success.
About the Author:
Jo Ann Kirby is president of KRG Communications Group. She has 20 yearsexperience in säles, telephöne säles and säles management and an extensivebackground in training and development. Her background also includesextensive b2b telesäles management experience. Jo Ann has been publishedin The Toastmaster, NAPPS Network and Commerce magazines. More can befound at http://www.krgcommunications.com
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