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7 Tips to Turn Callers into Customers

1. Your Choice: Answer the Call Live or Use a Recorded Greeting

• Never allow your phone to just ring. You don’t have to accept messages, but you must greet every caller – even after business hours
• Let the caller hear a positive attitude and appreciation for the call in your tone of voice.
• Keep the greeting brief, less than 45 seconds, unless you also give a directory list of options.

2. The First 20 Seconds are the Most Important!

• Identify yourself and/or your company.
• Retail businesses: tell the caller your normal hours and location.
• If your greeting and directory options will be lengthy, give them options in the beginning to bypass directly to the operator or general voicemail box.
• This is also the time to give alternate or emergency contact information if appropriate.

3. Be clear when you Identify yourself or your company.

• Don’t say “you’ve reached the desk of.” Is your caller interested in talking to your desk?
• Instead, say “you’ve reach the voicemail of.”
• Thank the caller or share another form of appreciation.
• Use name, title, and company as appropriate.
• If you have special designation or award, use it (if brief). For example: “Thank you for calling ABC Repair, ranked 1^st in Customer Service 3 years” or “Jackson Mobile, your independently and locally owned ___ Reseller” or “John’s Pizza, proud sponsor of our state champion little league team.”

4. Make the most of your Directories!

• Keep options up-to-date!
• Tell callers they can make selection anytime.
• Keep it brief and simple. If John Doe is the only person handling billing questions, it’s best to say “press 3 for John Doe and Billing” instead of having 2 options.
• Give option to repeat directory choices.
• Give bypass to operator/general voice mail at the beginning and end of the list of options.

5. Direct callers with a great Call to Action!

• Direct them to your website if appropriate
• Announce a special offer and tell them how to get the special. For example, “This week, you’ll save 25% on all shoes ordered online. Visit shoe.com and enter code “25” at the checkout.”
• Tell them what you want them to give you in their message: name, best time to call, number, account number, purpose of call, etc.
• Direct them to email or use some other contact method if appropriate.

6. Give your callers Extra Value!

• If you have a directory, consider creating a value option, For example, “to learn the difference between a Roth IRA and a 401k, press 3” or “press 2 for the joke of the day.”
• Create value that is related to what you do or that lightens the mood and gives your caller the feeling that you care – even when you can’t personally answer their call.
• No directory? Give a very quick tip or reminder related to your business. For example, “it’s Spring – time to check those gutters.

7. Practice Makes… Almost Perfect

• Write out your message and practice it several times before recording.
• Your message will sound more natural, friendly and inviting to your caller.
• If you’ve had a bad day – wait to record your greeting.
• Consider using a professional. It’ll be clear, concise, and they may be able to help you write your script.

Follow these easy guidelines to making your greeting the best it can be. You’ll connect with your callers and turn more callers into customers!

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