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Lovelynn Ivey
Updated: September 29, 2022
How To's
How to answer the phone with pizzazz — and get the ‘yes’
By Lovelynn Ivey
The first person your clients encounter is the one who answers the phone. It is that first impression that sets the tone for the customer experience and having a successful interaction with a potential client is critical in making sure that a call turns into a consultation and eventually a new client.
Consistency is key; training every member of your team to conduct phone calls in the same manor will impress your clients, make them feel comfortable and ready to say YES.
Greeting
Keep it short, to the point and catchy which will portray confidence and knowledge. If you are busy or stressed, take a deep breath before you pick up the phone to help you provide energy for the call. That call is important to the person on the other side of the line, and they deserve your relaxed and best attention.
“It’s a beautiful day at [name of your business], this is [your name], how may I assist you?”
The caller can’t help but feel good when they hear “It’s a beautiful day at...” Let them know they called the right place and who they are speaking with. By saying, “How may I assist you?” you are showing them you are knowledgeable enough to use proper English.
Connection
“May I have your name and a phone number to call you back in case we get disconnected?” Thank the person by name and ask, “How did you hear about us?”
Find out who you are speaking with and a way to follow up with them right away. Use their name as much as possible during the call to make them feel at ease and important. Asking how they heard about you provides data for your marketing.
Information
“We absolutely provide that service,” you can say. You might add that your business has been named the best provider of that service by a magazine or website.
Assure the caller they called the right place and credential the company, service and provider. Answer each question they have with a positive statement and keep control of the call. Trust me, you want to avoid hearing their entire life story.
Provide accurate information at all times. Never pretend you know something you don’t. “That is a great question, would it be all right if I put you on a brief hold to make sure I give you the correct answer?”
‘Yes’ and schedule
You can say, “Have I answered all your questions?”
Here is where you may get your first “yes.” If you didn’t, continue answering their questions until you get a “yes.”
“Fantastic, let’s get you scheduled for a consultation,” you could say. “Would you prefer this week or next week? The beginning of the week or the end of the week? Tuesday or Wednesday?”
Provide dual alternative scheduling options to help the caller feel they are making the decisions.
“Great, I’ll just need a little more information to get your consultation set up.”
Get all the data you need for your specific system.
Salutation
“OK,” you can say, “we have you scheduled for your consultation and look forward to welcoming you into the office.” Repeat the time of the appoint and let them know you’ll email a confirmation and addition details about the appointment.”
Before you get off the phone, reintroduce yourself by name and add, “I am usually here at that time so please make sure to say ‘Hi’ when you arrive.”
The client will feel special and secure that they know what to expect. Restating your name reminds the caller they have a relationship with you and gives them someone familiar to look for when they arrive at your office.
It is about consistency and knowledge. Make the “script” your own but follow these steps in order. You will see your booking soar and hear your clients tell you how “lovely that person on the phone was.”
Lovelynn Ivey, a member of the Association for Consulting Expertise, can be reached at lovelynn@lovelynn.com.
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