Page 49 - Paulisms: Gold Nuggets for Small Business
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2.3 Examples of simple systems 2.3.1 How to answer the phone
PROCEDURE
Phone rings:
Answer after 2 to 5 rings
Greeting:
‘Welcome to ABC, Paul speaking.’
Take control of the call
E.g. They ask, ‘How much is such-and-such a product?’
OUTCOME
Answering before 2 rings shows you are too anxious; after 5 rings is too long and you are likely to lose that call.
‘Welcome’ is a friendly word and forces the mouth open. Giving your name is friendly and builds warm rapport with the caller.
Use the phrase: ‘It really does depend. Obviously you have a need for such-and-such a product. Do you mind if I ask you a few questions?’
It gently allows you to take control of the call.
