10 Keys to Better Phone Use

With the use of Fax On Demand, Voice Mail, and the Internet in our day to day business activities, we sometimes forget that we have one of our most powerful tools sitting right in front of us... the telephone.  This is our oldest, and can be our best form of interactive marketing, if we just take the time to learn how to use it properly.

Through the telephone you can network, sell, close, research, advertise, and (more importantly) sell yourself. I know that as often as not, I'm sold as much by the feeling that the person I'm talking to gives me, much more than I would be if I just looked over something in print.  That's not to say that I don't do my homework.  It's just that we, as humans, like to feel that we're not just another number, that we're important and deserve that persons attention. Even for those brief few moments .

Based on my experience on the phone, both as the caller and receiving calls, I've come up with 10 tips on how to strengthen your presence when using the phone.

1.  Have a plan: You should always know just what the objective of the call is going to be.  If you want that
    person make a call to a 800#, design you plan around this objective.  If you want to qualify your person then
    have a plan that works in that direction.

2.  Be prepared: Don't waste your time or the persons on the other end of the line.  Always have a pen or pencil and
    a notepad, so you can jot down any notes that you might need later.  Don't think to yourself "Oh, I'll remember
    what we talk about".  Have any information that you might need in front of you before the call starts.
    Think about the questions that you have if you were the other person.  This is where having a FAQ list prepared
    would help allot.  If this is a follow up call and the person your talking to is going to fill out an
    application, doesn't it make sense to have an application in front of you so you can answer any
    question that they might have!

3.  Practice: Practice helps you pick out the awkward parts of your presentation.  I know it sound and looks a
    little odd, a grown person talking out loud to themselves in front of a mirror, but it will give you a
    much more authoritative and coherent presence.

4.  Call early or late: Remember these people have busy lives too.  If your calling them at work never call
    during the rush hours, the hour before and after lunch and the hour before closing.  If your going to call them
    at home call after they have had a little while to relax or right after supper time.

5.  Stand up when your on the phone: Your energy level is much higher when your standing.  That comes across when
    your talking.  The best way to work on the phone is with a cordless headset.  You can stand up and walk around to
    get your natural energy pumped up.  Would you rather talk with someone who is excited about what they are
    doing or someone who is doing a job?

6.  Be considerate of other peoples time: Always ask if you've called at a good time, and do they have a few
    minutes to talk.  If you don't you may find yourself on hold for an extended period of time.  It may be that
    they don't have time to talk to you now, so don't be afraid to ask them for a good time to call back.  Set an
    appointment.

7.  Get in the right frame of mind: You should always smile when your talking, the person on the other end of the
    line can hear it in your voice.  Remember to be polite to everyone that you speak to.  You never know when it
    will save the day, and remember no one every got any further on the phone by being rude.

8.  Act appropriately: Always act professional, be confident, and in control.  People want to work with a
    leader not someone wishy-washy.  This will always improve your chances of winning over the prospect.

9.  Focus on the plan: Never forget what the purpose of the call is.  Building rapport is great, if that is part of
    the plan, but don't let the conversation digress into something altogether different.  This can't help you
    with your business, and remember that is what the call is about.

10. Don't lose your cool: Your going to meet some ignorant or rude people from time to time, I've heard the number
    quoted as high as 20%.  I'm on the phone a lot and have only run into about 5%.  I don't know if I'm just that
    charming or if some people are just pessimistic. The point is don't fall into the trap of lowering yourself
    to their level.  We all have bad days, some of us cope better than others.  You could be speaking to the nicest
    guy in the world, who just found out that all his stocks took a nosedive, and his wife ran away with his broker;
    taking his dog and his golf clubs.  If worst comes to worst, you have that little magic button on the phone,
    just say good-bye and push it.

Don't hesitate to use the phone to build rapport at warp speed. Most of us have a feeling that we have a good handle on someone after we've spoke with them, have you ever got the feeling from looking over a web page or fax?  I know I haven't.  Remember the phone can be your best friend.

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