Phone Skills Still Important for Business Success - Part I
Phone Skills Still Important for Business Success - Part I
Furthermore, the widespread use of e-mail has caused many individuals to forget the importance of good telephone skills and many companies to abandon skills training. They are more apt to think it’s not essential for the few times they may have to “sell” on the phone. How wrong they are! One missed or botched sale is far too many!
Others fall into the same syndrome I find when teaching business writing: I know how to use a pencil; therefore, I can write, i.e. I know how to talk; hence, I know how to communicate verbally on the phone.
Read on … if you want to enhance your telephone effectiveness.
· Since your vocal components convey more than 80 percent of your message over the phone, you need to be particularly aware of your tone, rate, volume, pitch and inflection. Your words account for less than 20 percent.
· Since women typically have a naturally higher-pitched voice than men, you benefit from saying “low, low” before you pick up and say “hello.” It helps eliminate that high-pitched “Hi.”
· Stand up when you want to project more authority. Height is power, and the difference is noticeable even on the phone.
· Keep your lips ½ to 1 inch from the mouthpiece and speak directly into it. You lose 70 percent of your volume when you allow the phone to slip below your chin.
· Don’t balance the phone between your ear and shoulder for a protracted period. You strain your vocal cords and speak out of the side of your mouth. This becomes apparent to the other person in a longer conversation. A headset is preferable if you need to take lengthy notes.
· Vary your tone. Guard against the boredom that creeps in because you can’t see the person or because they are droning on (or so it appears to you). Pretend you can see each other to keep you on your toes.
· Keep your rate in check. Don’t speak so quickly that the person on the other end thinks you have to rush off to something more important … or s/he simply can’t keep up with your thoughts. Conversely, don’t move so slowly that the other person resorts to playing computer solitaire to stay entertained.
· Put a smile in your voice before you pick up the phone and keep a mirror near by to keep the smile there. Your attitude “shows” in your voice.
· Sit or stand up straight like the John Hancock Building. Your voice was meant to project in this manner, not like it is emanating from a pretzel.
· Also project your voice by breathing from your diaphragm, not through your lungs. When you breathe through your lungs only, you run out of breath and sound as if you are out of energy and, certainly, enthusiasm.
· Avoid negative emotional carryover from a previous call. If you are making another call, clear your head by taking a walk or getting a drink of water. If the call is coming in to you, either let voice mail pick up the message or take a deep breath and use the power of positive thinking to clear your mind quickly.
· When you initiate the call
o Ask if this is a good time to talk.
o Be prepared. Clearly state your purpose and have all backup materials handy. Take notes as needed.
o Make sure your equipment is operational and professional. Don’t call on a cell phone if you are in danger of losing the signal. This indicates lack of preparedness on your part.
· Close the conversation with a summary, follow up plans (if appropriate), and a “thank you” for time spent.
© 2008. Duoforce Enterprises, Inc. Lisle IL
Phone Skills Still Important for Business Success Part I - To learn more about this author, visit Lillian D. Bjorseth's Website.
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It’s easy to tell confident business people when you meet them: Good posture, firm handshakes, direct eye contact and a powerful aura. While confidence is just as important to portray over the phone for business success, it’s done differently and can be more difficult to attain for many people.
Furthermore, the widespread use of e-mail has caused many individuals to forget the importance of good telephone skills and many companies to abandon skills training. They are more apt to think it’s not essential for the few times they may have to “sell” on the phone. How wrong they are! One missed or botched sale is far too many!
Others fall into the same syndrome I find when teaching business writing: I know how to use a pencil; therefore, I can write, i.e. I know how to talk; hence, I know how to communicate verbally on the phone.
Read on … if you want to enhance your telephone effectiveness.
· Since your vocal components convey more than 80 percent of your message over the phone, you need to be particularly aware of your tone, rate, volume, pitch and inflection. Your words account for less than 20 percent.
· Since women typically have a naturally higher-pitched voice than men, you benefit from saying “low, low” before you pick up and say “hello.” It helps eliminate that high-pitched “Hi.”
· Stand up when you want to project more authority. Height is power, and the difference is noticeable even on the phone.
· Keep your lips ½ to 1 inch from the mouthpiece and speak directly into it. You lose 70 percent of your volume when you allow the phone to slip below your chin.
· Don’t balance the phone between your ear and shoulder for a protracted period. You strain your vocal cords and speak out of the side of your mouth. This becomes apparent to the other person in a longer conversation. A headset is preferable if you need to take lengthy notes.
· Vary your tone. Guard against the boredom that creeps in because you can’t see the person or because they are droning on (or so it appears to you). Pretend you can see each other to keep you on your toes.
· Keep your rate in check. Don’t speak so quickly that the person on the other end thinks you have to rush off to something more important … or s/he simply can’t keep up with your thoughts. Conversely, don’t move so slowly that the other person resorts to playing computer solitaire to stay entertained.
· Put a smile in your voice before you pick up the phone and keep a mirror near by to keep the smile there. Your attitude “shows” in your voice.
· Sit or stand up straight like the John Hancock Building. Your voice was meant to project in this manner, not like it is emanating from a pretzel.
· Also project your voice by breathing from your diaphragm, not through your lungs. When you breathe through your lungs only, you run out of breath and sound as if you are out of energy and, certainly, enthusiasm.
· Avoid negative emotional carryover from a previous call. If you are making another call, clear your head by taking a walk or getting a drink of water. If the call is coming in to you, either let voice mail pick up the message or take a deep breath and use the power of positive thinking to clear your mind quickly.
· When you initiate the call
o Ask if this is a good time to talk.
o Be prepared. Clearly state your purpose and have all backup materials handy. Take notes as needed.
o Make sure your equipment is operational and professional. Don’t call on a cell phone if you are in danger of losing the signal. This indicates lack of preparedness on your part.
· Close the conversation with a summary, follow up plans (if appropriate), and a “thank you” for time spent.
© 2008. Duoforce Enterprises, Inc. Lisle IL
Phone Skills Still Important for Business Success Part I - To learn more about this author, visit Lillian D. Bjorseth's Website.
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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