PHONE:

Here are some tips on how to use the phone to improve sales...& your business:

1. BE PREPARED - No matter how hectic the day, always be ready to talk when you pick up the phone. No one likes to be put on hold.

When you're having a special event, prepare a form listing the important inform- ation, place by the phone. Instruct your staff on what you want them to say.

Are you Making the very best use of your answering machine? How can your answer machine be better utilized?

2. ANSWER PROMPTLY - Seconds seem like minutes to a caller. You drastically reduce the chances or a positive impression when you let the phone ring more than 3 times. Avoid transferring calls when possible.

3. BE CHEERFUL - Answer with enthusiasm! Smile!! Get the callers name, jot it down. Use the persons name during the conversation. People like to hear their name. When talking on the phone, imagine you're talking to a friend.

4. LISTEN UP - Focus on the caller. Hints to listening better:

Concentrate. Put aside your duties, really hear the person. Listen to what the caller is saying...work at not listening while doing something else & just pretending to listen. Think like a customer. Seek-out their perceptions. Don't force your point of view. Don't interrupt. To be a good communicator, you must first learn to be a good listener.

5. QUESTION SKILLFULLY - If the caller does not clearly tell you the primary reason for the call, it is your responsibility to find out...tactfully.

Get the caller to open up more. Ask "open" questions...solicit longer, more detailed responses.

"Closed" questions focus more on specifics & limit response possibilities. They often give the impression you are unconcerned, in a hurry to end the conversation.

Think of every caller as a frequent customer. Find out what's important to them. This can lead to improved business.

6. USE GOOD SALES TECHNIQUES - Don't assume the caller is sold on your business...or that they have all the info they need. Give them several good reasons to try your business or event...a nice, positive sell.

Remember; you must believe in the product or service before you can convince others to try it.

7. ANTICIPATE POSSIBLE OBJECTIONS - Don't worry if a caller raises some objections about your event or service. This often is a sign they are ready to "try & buy" but just want more info.

Make sure your special events form lists answers to anticipated questions. It's better to assure the customer before they raise an objection. CAUTION: Know when to back off. Be careful not to upset the caller. You may find yourself winning an argument & losing a customer. 8. LEAVE A GOOD IMPRESSION - Every time you talk on the phone, you are the voice of the company. Allow the caller to hang up first.

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