Thanks for calling.
We’re glad you called.
BLECH!
All of these have been done, re-done, overdone, and done WRONG for so long, why are YOU still using them on your prospects and customers? Instead, try these 5 best practices for engaging your prospects and customers over the phone.
1. Be different. You have an opportunity to create a memorable impression every time you pick up the telephone. What can you say instead of, “Thank you for calling XYZ co., how may I help you?” I’ve used “How can I make this a great day for you?” for years…and it always sets the tone for a great call.
2. Start friendly. I’m sure you’ve heard that “Your customers can hear you smile!” Well, it’s true. Scientific studies in fact prove that the pitch of your voice rises as your lips spread – and your caller’s subconscious perceives you as friend rather than foe. Pretend your best friend in the entire world is calling each time you answer. And, if all else fails, you can always put a mirror near your phone to remind you to smile.
3. Add funny. Jeffrey writes, “If you can make ‘em laugh, you can make ‘em buy!” A little levity sprinkled throughout the conversation goes a long way toward establishing rapport and trust. Your customers and prospects often HAVE TO talk on the phone as part of their jobs. Are you someone they WANT TO talk to?
4. Be real. Customers don’t want to talk to computers, or overly “professional” people. They don’t want to hear your policy or your legal disclosures. Customers want ideas and answers. They are calling because they want or need help!
5. Stay focused. Multitasking is a myth. You can’t engage a caller unless YOU are engaged. So stop emailing, IM’ing, texting, and reviewing paperwork when you’re on the call. Close your eyes if you have to. Nothing is more important than the call you are on right now. If there is something more important to you, log out of the phone system and let someone else make the sale!
