Part of the reason why people do not like making calls is that they do not know what to say or do while on the phone. If this is you, here are some ideas to help you out. While some may be hard to follow when a customer calls you, do the best you can. It may be helpful to ask if you can put them on hold for a second.
Tell them Who You Are – There is nothing worse than getting a phone call where the person starts telling you all about why what they are offering is awesome. Tell them who you are, why you are calling, and how you met if you think they may not know. This gets the conversation off on the right foot.
Language – Keep your language clean. I cannot think of any business reason for you to use swear words or other negative language while making a business call.
Allow Enough Time – Make sure that you schedule enough time for phone calls. If you only have five minutes, it is probably best not to make any calls. Even if you expect an answering machine, this will be the time you get a person. I have had calls that I expected to take five minutes and an hour later, I am still talking to them as we got into the opportunity or she wanted more information about the products.
Be Prepared – Before you pick up the phone, make sure you have everything you need. Catalogues, the hostess program, the opportunity and even your computer with the website up can all be helpful. You never know when you might need more information and people get frustrated when you have to put them on hold to go find it.
Watch the Time – Everyone has different ideas about how late they will accept phone calls. Keep this in mind when calling people. If you know they have small children, you may want to call them earlier than those without children. If you know someone has a job where they are up at 4 am, you might want to call them first. Do not forget about different time zones if you are calling another province/state.
Multi-task – We are so used to doing many things at the same time that it becomes second nature. But it is best to not do this while on the phone. The person at the other end of the line can tell that they do not have your 100% attention.
Calling while Driving – It is best not to make business calls while you are driving. Even if you have a Bluetooth headset, you should be paying attention on the road. A business call is not a casual call usually, you need to pay attention and possibly write things down. If you really need to make the call, pull over into a parking lot or the shoulder and call.
Keep it to Business – People have a tendency to get off topic when calling customers, especially if the customer mentions it first such as a fussy baby or being in the middle of doing dishes. Keep it on topic and if it is a bad time, offer to call back later.
Kids – This is a tough one as a lot of people in direct sales get involved to enable them to stay home. If at all possible, make calls while the little ones are down for a nap, at school or down for the night. Another option is to make calls when your partner can entertain them. Call from somewhere that you can close the door and muffle any noise if possible.
Food/Gum/Drinks – While you make think this is common sense, unfortunately, it is not. Toss out gum you may be chewing when making calls and wait until you are done eating to make phone calls. It is best not to drink while you are on the phone, but if it is a long phone call and you are getting dry, you may need to. If so, excuse yourself.
Are there any other important tips that you have when it comes to making calls?