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Which of the following phone programs standardizing how people answer the phone

is the best?

Say: "Hello, good morning/afternoon/evening, how can I help you today?

Say: "Hello, Brokerage X, how can I help you today?"

Say: "Hello, this is (Salesperson's Name), how can I help you today?"
Say: "Hello, Brokerage X, this is (Salesperson's Name), how can I help you

today?"

The last standard option: "Hello, Brokerage X, this is (Salesperson's Name), how can
I help you today?" is the only one that gives all of the requisite information:

The name of the person answering the phone

The name of the brokerage
A polite and brief greeting

Most brokerages can benefit from creating standard phone practices for all their

salespeople. To ensure that your brokerage and an incoming caller start off on the
right foot, you want to politely give as much information as possible. If a caller has to

ask with whom he or she is speaking or if the caller has to ask if he or she has reached

"Brokerage X," then the brokerage will seem less professional. The smoother your
correspondence go from the beginning, the more likely you are to keep ethos as a

means of persuasion open to you.

Case Study 6: Client Satisfaction Research

Person X has a variety of market data that he wants to share with his colleagues at

the next business meeting. In essence, he wanted to find out what percentage of the

brokerage's clients was truly happy with the service that they received. So he
conducted some market research. He found the following:

25 percent were satisfied

30 percent were mostly satisfied
25 percent were somewhat satisfied

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