VALUABLE MANUAL: ESSENTIAL MANAGER’S MANUAL. BY ROBERT HELLER AND TIM HINDLE.

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EXCHANGING INFORMATION.

USING THE PHONES: Phones are very strong communication tools because they make people at a distance – and even total strangers – immediately accessible. Use the phones to create the opportunities that otherwise would be harder to exploit.

POWER TIPS:

  • Keep a clock on your desk to monitor the time you spend on calls.
  • Use features like “call waiting” to increase your effectiveness.
  • If you say you will return a call make sure you do.
  • End answerphone messages by repeating your name and number.
  • Change your recorded phone message as and when your circumstances change.

IMPROVING TECHNIQUES:

Basic telesales tips include:

  • Write down in advance and what you want to cover and in what order;
  • Speak slowly and pace yourself with the other person;
  • Always be polite and friendly;
  • Smile; a smiling face encourages a smiling voice and invites a positive response.

POINTS TO REMEMBER:

  • Your main point should be repeated often – and be mentioned last.
  • Longer messages should be faxed or e-mailed, not voice mail or left on an answerphone.
  • Phone conversation are easier to control then face to face meetings, because interactions can be businesslike and terse; exploit that advantage.

MANAGING TELESALES:

Golden rules:

  • Work from a script.
  • Do not pause or stop once you have started.
  • Use “please” and “thank you” copiously.
  • Put a mirror on the desk to check that you are smiling.
  • Use “I” very sparingly.

GETTING THROUGH:

Do your research thoroughly to find the name of the person appropriate to your needs, and then, even if the person is a total stranger (and an important figure), adopt an intimate, confident approach when you phone them.

As with any verbal exchange, check that your message has been correctly understood by the other party.

 

With respect.

 

 

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