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Mind Your Manners
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By Cheri English, Sales Concepts,
Inc. I Those
of us who use the telephone extensively for sales need to remember some
basic manners that often are overlooked. They open doors and create
opportunities. An example: The
other day I called a new prospect. Someone in the company referred me to
the proper person. The person who referred me was an achiever and very
abrupt. I expected the same from the person I was calling. When she
answered, I quickly introduced myself and asked her, “Have I reached you
at a convenient time?” She immediately responded, “You are one of a
few salespeople who ever asked me if I had time to talk. If you had not
asked me, I would not have taken your call. Yes, I will talk with you.”
She followed with, “I hope you teach this in your training.” We do! We
talked for quite some time. Had I not asked, perhaps I may never have
spoken with her. Salespeople often jump into their “pitch” fearing
rejection. However, it is just that approach that shuts more doors than it
opens. What
about the golden words please
and thank you? Do you ask permission for your customer’s time and
thank them afterward? How often do you interrupt while they are talking?
If you are an achiever or animated, it is difficult not to do the talking.
If you are analytical or amiable, be careful you do not get carried way
with questions and investigating. Be aware of the prospect’s time;
periodically ask if you may continue. If you need more information and you
know the customer can give you only a few minutes, schedule another
telephone appointment. We
have all experienced being placed on hold while the individual talking
with us takes another call. It is rude to place a call on hold. Never
place your prospect/customer on hold unless he/she is aware ahead of time
that you may need to interrupt the conversation. If you expect a lengthy
delay before you can return to the conversation, give him/her the choice
to end the call. Address
individuals by their sir names until they give you permission to use
nicknames. Voice mail messages may say Bobby, Al, Ron, Chip, etc., but
those may be terms of endearment used by people familiar with them. You
may wish to ask, “Do you prefer to be called Bobby or Robert?” Don’t
overuse their names in conversation. People like to hear their names, but
if you insert it into every other sentence it becomes annoying and
presumptuous. When
leaving a voice mail message, remember to slow down, state your name, your
phone number, and clearly spell difficult or unfamiliar names. In a live
conversation you may ask, “Would you like me to repeat my number?” Give
your prospect alternative ways to reach you. Your customer’s time is too
important to get lost in voice mail. Suggest other people in the company
who may be able to reach you, or who can help should you not answer your
call. Give your customer/prospect your cellular phone number or pager
number so you may be reached for urgent calls. Finally,
listen. It is just good manners to listen to what the other person has to
say. You may get more information than you expected.
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1995-2000 |
