Phone Selling Tips

This is a small project I have done on potential of phone calling manners, Thought I can share with you all. Please take positive things from this & you may omit any negative comments I have made.
How many times have you phoned a company with a simple question that would lead to the purchase of a product or service? A time when you had to press the latest game show contest result on your keypad only to be left on hold for 30 minutes. Then to be greeted by somebody who really just wants you to go away and die? Somebody who thinks of you as just another call, a nuisance or interruption to his or her day. Your heart sinks and you feel an overwhelming frustration build up inside you. Your defensive walls are raised at a thousand miles an hour and before you know it, you went from being happy (like picking roses), to looking at engaging in verbal combat with this person. I know myself that there are several companies that I need to phone but keep putting it off as I know that I will be left on hold until the next ice age (well almost). Due to this fact alone I am ready to jump conclusions as soon as a better deal arises. It is not good business. And definitely does not encourage word of mouth.
Say you ring a business and the answer comes back at you with an upbeat "Goooood morning! Thanks for calling ABC Pyramid Builders, this is Mr. X! How can I help you?". Mr.X talks to you as if he has been waiting for your call all day. He listens to you, remembers your name, appreciates your call and tries to help you out as much as possible. Mr. has made you feel good. Ands that's what it is all about.
First impressions last. So if the phone is the first encounter with your business, make sure it's a good one. It is vital that you all in sales team, especially in telecalling team understand this.

Here are some easy to implement phone tips:
Always mention your name and business name(i.e. Mr. xyz from ABC Company) when answering the phone. People like to know with whom they are talking. How do you feel when somebody just picks up the phone with 'Hello'? I know its common practice in our country, but people would appreciate if you mention your name and designation or your company name. It sounds more professional.

Do people keep asking you to repeat your name?If so, it could be the way you say your name. Try and slow down and say it more clearly next time. It will save you time and save people from the embarrassment of asking for your name again.
Don't see the telephone as an interruption!Somebody has taken the time out of his or her day to phone you! It could be your next sale.
Answering your phone after office Hours:Many people I came across, refuse to answer the phone after office hours (not specifically our company Staffs, But there were few) even though they are still at the office. However this is the time when you are most likely to make a sale or bring on a new client as none of your competitors are available. At my earlier career, I can't count the number of times I have answered calls after 5pm and spoken to a client who desperately needed some urgent tax saving plan or was unable to phone during the day due to work commitments. Most business phone calls last no longer than 2 - 5 minutes. Remember that a real person is on the other end, who is more than likely trying to put some bucks in your pocket. Don't let them down.
Remembering namesAs you know, names are very important. In many cases you will forget the persons name during the conversation. Especially if they have an unusual name. Write down the persons name on a pad you keep by the phone. Forgetting a name during a conversation is embarrassing and doesn't show much interest on your part.
Return calls promptly Often a client is promised a return phone call within a set time frame. Your clients are busy just like you and have things to do. It's a good idea to return the call, even if it is to say that you will be calling again later. Your caller will have peace of mind that you are on the case and can go about their business. If you use voice mail or an answering machine, it pays to check the messages often.
Do only one thing at a time If you are talking to a client on the phone, make sure that is the only thing you are doing. Focus 100% on the phone call. Phone calls generally don't take very long. You can check your email or continue working after the call. It is easy to sense that you are not paying attention to the conversation. If you are too busy, either transfer the call to somebody else who can help or return the call at a later time.
No silence please Silence is uncomfortable and people generally don't like being on hold. If you are waiting for your computer to do something, or browsing your manual to find a solution, or anything else for that matter, keep the conversation going with your client. Or offer to phone back.
Dealing with 3 legged 4 eyed bloater monsters If you receive a phone call from one of these angry and abusive bad boys, I suggest you get in touch with a psychiatrist as you could be losing your mind. No seriously. Hear the person out, get all the details, and if you feel yourself getting all worked up and upset, explain that you will fix the problem or come up with a solution and phone them right back. You can then hang up the phone, calm down and think about the situation more rationally. Otherwise you may act on emotions and say something silly and get eaten for dinner. Issues usually arise from misunderstandings, which will be much clearer to you once you calm down. When you are ready, phone back as you promised and sort out the problem.
Keep on smiling Just like in normal face to face conversation, it is important to smile while on the phone. This will help your voice sound happy and friendly.
Conclusion: Your telephone calls are very important for the success of your business. Implementing good phone manner will increase your sales and grow your business. Always remember that most of the phone calls you receive could lead to new sales, especially financial institutions like us, with competitors on every street ends never should miss a call, even if it is from your boss who is expecting business from you because even he can call you to give you a potential lead.
Happy phone selling.....

21 points for being a Good Manager

1: Fix the problem, not the blame. It is far more productive, and less expensive, to figure out what to do to fix a problem that has come up than it is to waste time trying to decide who's fault it was.
2: Tell people what you want, not how to do it. You will find people more responsive and less defensive if you can give them guidance not instructions. You will also see more initiative, more innovation, and more of an ownership attitude from them develop over time.
3: Manage the function, not the paperwork. Remember that your job is to manage a specific function within the company, whatever that may be. There is a lot of paperwork that goes with the job, but don't let that distract you from your real responsibility.
4: Don't DO Anything. Your job as a manager is to "plan, organize, control and direct." Don't let yourself waste valuable time by falling back on what you did before you became a manager. We know you enjoy it and you are good at it. That's why you were promoted. Now you need to concentrate your efforts on managing, not on "doing".
5: You never have to make up for a good start. If a project or a job gets off to a bad start it can be difficult to catch up. Do your planning up front so you get a good start and you won't regret it.
6: Get out of your office. Management By Walking Around (MBWA) does work. You make yourself more approachable. You get information first-hand. You find out what's really happening.
7: Lead by example. If you ask your employees to work overtime, be there too. Just because company policy allows it, don't fly first-class if your associates are in coach on the same plane. Be a leader - it's tougher than being a manager, but it's worth it.
8: Delegate the easy stuff. The things you do well are the things to delegate. Hold on to those that are challenging and difficult. That is how you will grow.
9: Don't get caught up in 'looking good'. "Work happily together. Don't try to act big. Don't try to get into the good graces of important people, but enjoy the company of ordinary folks. And don't think you know it all. Never pay back evil for evil. Do things in such a way that everyone can see you are honest clear through."
10: 'Quality' is just conformance to requirements. You get the behavior you critique for, so set your standards and then require conformance to them. Quality will come from that effort, not from slogans, posters, or even threats.
11: Learn from the mistakes of others. You can't live long enough to make them all yourself.
12: Set S.M.A.R.T. Goals. Goals you set for yourself, or others, should be Specific, Measurable, Achievable, Realistic, and Time-based.
13: Set an example. "One of the most significant parts of a manger's job is for them to become a positive role model that can pull a team together and deliver the level of service expected from their customers."
14: Know Your GPM. In engineering, GPM is gallons per minute, a design criterion. In Management GPM is an acronym for Goals, Plans, and Metrics. To achieve your goals, you must first determine what your Goals are. Then you have to develop a Plan that gets you to your goal. Finally you need Metrics (measurements) to know if you are moving toward your goal according to your plan.
15: Train Your Supervisors. The key to your business success is the productivity of your employees. The key to employee productivity is their perception of their immediate supervisor. Invest in training your supervisors and managers. It will pay off.
16: You Can't Listen With Your Mouth Open. Your associates, your employees, your suppliers, your customers all have something of value in what they have to say. Listen to the people around you. You will never learn what it is if you drown them out by talking all the time. Remember, the only thing that can come out of your mouth is something you already know. Shut up and learn.
17: Practice what you preach. To lead, you have to lead by example. Don't expect your people to work unpaid overtime if you leave early every day. Don't book yourself into a four star hotel on business trips and expect your employees to stay in the motel off the freeway.
18: Leaders create change. If you lead, you will cause changes. Be prepared for them and their impact on people within, and outside, your group. If you are not making changes, you are not leading.
19: Don't Limit Yourself. The difference between leaders and managers is that leaders do not set limits on themselves. There are enough people trying to limit what you can do. Don't be one of them.
20: Anyone can steer the ship in calm waters. What will set you apart in your career is how you perform during the tough times. Don't become complacent and relax just because things are going well. Plan ahead for the downturn.
21: You have to make a difference. The group you manage has to be more effective, more productive with you there than they would be if you were not. If they are as productive without you, there is no business sense in keeping you on the payroll.