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Table of Contents

Lead Story

The shifting landscape of merchant acquiring

Patti Murphy


Industry Update

Merchants, courts debate credit card surcharging

Merchant groups press on for lower Durbin cap

Amazon unveils exclusive e-commerce program


How tax fraud impacts your merchants

Andrew Altschuler


The showroom effect

Dale S. Laszig
DSL Direct LLC

What to disclose to underwriters

Ken Musante
Eureka Payments LLC


Street SmartsSM:
The merchant cash advance

John Tucker
1st Capital Loans LLC

Getting legal with millennials in payments

Adam Atlas
Attorney at Law

A great leader may not be your friend

Steven Feldshuh

Facilitating collaboration to safeguard sensitive data

James Daube
Global Legal Law Firm

From EMV to CNP: A look into U.S. authentication

Christoph Tutsch
Onpex GmbH

Company Profile


New Products

Internet failover for high-volume merchants

OptConnect duo

Comprehensive, proactive ID theft protection

Business Financial Resources LLC


Brush up your phone manners


Letter from the editors

Readers Speak

Resource Guide


A Bigger Thing

The Green Sheet Online Edition

April 25, 2016  •  Issue 16:04:02

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Brush up your phone manners

Whether you're responding to a phone call from one of your merchant customers, cold calling or following up after an in-person presentation, it's essential to conduct yourself as a professional. Yet it's easy to inadvertently overlook some essentials of doing business by phone.

In Good Selling!SM: The Basics, Paul H. Green said that courtesy pays and simple actions can ingratiate you to a prospect or screener. Certain things such as snacking while on the phone should be no-brainers, but other actions can be just as irksome to folks on the other end of the line.

Here are four recommendations Green made:

  1. Do business from your home only if no noise from family or roommates will interrupt you. This could be a spouse entering your office to talk about family matters, or it could be children playing or dogs barking nearby, for example.
  2. When in the middle of a phone conversation, do not accept incoming calls. This is especially important if you are the person who placed the call, but it is common courtesy to finish one conversation before jumping into another.
  3. Let someone know if you're in transit and conversing via a mobile phone. Transmission quality for cell phones has improved dramatically over the years, but calls still experience static or become dropped due to lack of carrier coverage or other issues. A person informed of the situation will be less likely to become irritated by it.
  4. Avoid putting callers on speakerphone, but when you must, let them know you are doing so, and why. Sometimes the speaker function diminishes a call's quality. It can also make people feel put on the spot and feel less important than whatever you are doing that prohibits you from holding your phone to your ear.

Also, use good diction. If you slur your words or tend to speak quickly, consider working with a speech therapist so you can articulate clearly.

Tips from a coach

Barbara Pachter, a career coach, offers additional tips for proper phone-related behavior in her book The Essentials of Business Etiquette. Some of these follow:

If you're succeeding in the competitive payments arena, your phone manners are likely already good. Just brush up your weak spots to enhance your results.

Notice to readers: These are archived articles. Contact names or information may be out of date. We regret any inconvenience.

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