How Is Your Phone Being Answered?

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Testing the follow-up on great content-marketing campaigns: Most companies fall flat - By Richardson

Consider these four points: Is your phone answered by the third ring? Is the greeting friendly, professional, interested and energetic? How is voice mail etiquette handled at your company? Is your voice mail answered by you and is the message up-to-date? Let\'s look how one call was mishandled. After four rings:

• Company Representative: Hunter Robinson\'s offices. May I put you on hold?

• Client: Okay.

• Company Representative: Hunter is in Chicago. I\'ll put you through to his mailbox.

• Client: Yes.

After abruptly putting the client on hold without even letting him identify himself, professionalism continued to slide down hill: No thank you for waiting when she got back to him. Never even asked who was calling. Giving of inappropriate information - why should she say Hunter is in Chicago. Not in his office or out of the office would have been sufficient.

The approach was so abrupt that for a split second it seemed as if she picked up the wrong line and was continuing a conversation with someone else. No options were offered to the client. Before offering voice mail at least show enough interest in the client to get his or her name, use the client\'s names, and offer options by suggesting, \"May I take a message, or May I transfer you to his voice mail? (or if the situation is urgent,) May I see if someone else can help you?\" Place a call to your own office and check out the number of rings and how much care and service your clients are getting. Check your own voice mail messages for your tone and content. If necessary give guidance to the people who are taking calls for you. Your phone is you when you are not there. Make sure it is an excellent reflection.

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Testing the follow-up on great content-marketing campaigns: Most companies fall flat - By Richardson

About the Author: Richardson

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Linda 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
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