Page 75 - TX_Marketing 2_M1_v2

Answering the Phone and Making Outgoing Calls

The way you greet incoming callers or persons who answer outgoing calls says
something about you and your entire company. In the case of cold calling, the first,

initial greeting might make the difference between obtaining a new customer or

client and the recipient simply hanging up. When greeting people on the phone you
should always follow these steps:

1. Say hello and "good morning," "good day" or "good evening" (respectively).

2. Identify yourself and the company for which you work.
3. Either ask "how can I help you" (for an incoming caller) or state why you have

called (for an outgoing call).

Note: Automated answering services and machines should follow a similar polite and

informative structure. Your answering machine should state who you are, who you

work for, any alternative ways to reach you and that all messages will receive prompt
replies.

Similarly, when you leave a message, you should state your name; the name of the
company for which you work; your phone number; and a brief message describing

why you called. Make sure that you say your number slowly so people can

understand you.

Real estate brokerages should establish a scripted greeting that all employees use.
This will help ensure that all callers receive the same information and that all callers

receive fair and equitable treatment. This important for two reasons:

Real estate brokerages fall under fair housing legislation, so brokerages should make

sure that all salespersons and brokers treat all callers the same, regardless of any

accents they might think they hear. This will help ensure that a brokerage adheres to
the law, while helping to limit unethical and unjust discrimination.

TX Marketing II: Negotiation Techniques 74