Effective Phone Techniques
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People like to be around people, who are appropriately positive,
appropriately enthusiastic, and who reflect a belief and confidence in what
they’re doing. By listening to yourself as you use the phone and being sensitive
to how you sound to others, you can develop an excellent style ... Now that
we’re better aware of some of the pitfalls to avoid, let’s discuss how to be an
effective professional on the phone. People like to be around people, who are
appropriately positive, appropriately enthusiastic, and who reflect a belief and
confidence in what they’re doing.
There are several ways to sound positive and enthusiastic:
- Be positive and engaged in your phone work, but not artificially so.
- Make your calls during the time of day when you have the most energy and
the best attitude. This will play to your natural cycle of energy.
- Smile! You’ve probably heard this before and it’s true. When you smile as
you talk, your smile can be "heard".
- Get proper nutrition to feed your body, your mind and your attitude. Ever
notice how you become impatient when you’re hungry? Ever notice how you have
trouble staying focused when you’re hungry? Ever notice how your attitude dips
when you’re hungry? Don’t neglect this important aspect of phone success.
- If you’ve been on the phone for a while (an hour or more), take a break to
refresh yourself and rejuvenate. Your attitude and energy level will rise and
your voice will reflect it.
As far as being and sounding professional goes, there are a number of very
important techniques to employ:
- It’s good to develop a script so you remember the important points you
want to make, but most of us don’t write the way we speak. Get out of the
habit of writing properly, and instead, write how you speak. It will make you
sound more natural and will keep you from having to read your script.
- Practice saying your script so it sounds like a completely natural
conversation for you and your style.
- Work to have a conversation instead of a presentation. As you get into
your conversation, ask questions. Be consultative. Remember, this is about
your prospect, not about you.
- An excellent way to establish yourself as a professional is to introduce
yourself as someone who helps people or businesses solve problems, rather than
as someone selling insurance.
- Another GREAT technique for setting yourself up as a professional is to be
respectful of your prospect’s time. After introducing yourself, simply ask,
"Do you have a few minutes to talk?" If you’ve been clear with your
introduction, they’ll know who you are and what you want to talk to them
about. Their answer to your question will be very revealing.
Here are a couple of additional pointers:
- If you feel like you sound like a telemarketer, you probably do. Change
- If you feel that you’re "over the top" with enthusiasm, you probably are.
Tone things down to a more professional level.
- If what you are saying makes you feel uncomfortable, your prospect will
undoubtedly feel uncomfortable as well. Change how you say what you want to
say so it comes out professionally and naturally. This way, you and your
prospect won’t become uncomfortable.
- If you feel like you’re coming across as being pushy, you probably are.
Change your approach to reflect your own style of expressing yourself.
- If you feel like you’re not doing enough phone work, you probably aren’t.
Find a way to say what you need to say in a professional manner and in a way
that protects your attitude and energy, and get to work!
In conclusion, by listening to yourself as you use the phone and being
sensitive to how you sound to others, you can develop an excellent style of
telephone marketing that will set you apart from other marketers, will establish
you as a professional, and will boost your rate of success tremendously.
About the Author
by Michael Beck, an Executive Coach and Strategist specializing in
employee engagement, executive development, and leadership
effectiveness. Connect on LinkedIn: www.linkedin.com/in/mjbeck
and visit www.michaeljbeck.com
to learn more.
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Article Published/Sorted/Amended on Scopulus 2008-11-30 16:10:29 in Personal Articles