Business Phone Etiquette 101: Seven Rules Everyone Professional Should Know
Today, a call based lead generation service can be the key to take your business to the next level. In inbound and outbound lead generation, business phone etiquette is a must.
If you don’t know how to handle calls, you’ll be losing your time when you get those leads. Are you and your team handling calls the right way?
Want to learn the best way to handle your calls? Read on to learn 7 proper phone etiquette rules everyone should know!
Business Phone Etiquette: 7 Must-Know Rules to Grow Your Business
Lead generation keeps changing every day. But, the basics are still the same. When you generate a lead, you’ve to try your best to bring it home.
Today, leads can be via email, text or phone. Yet, the last still remains the most popular lead generating method. How can you make the most out of call leads?
The key is proper phone etiquette. Yes, it’s that simple. You can try to sell the best product or services.
But, if you don’t market it to the customer in the right way. Your efforts are mute. This might come as a surprise to you.
Phone manners go a long way to bring that sale home. Here are 7 must know proper phone etiquette rules to help you seal the deal:
1. Introduce Yourself in a Professional Manner
Many people don’t believe in how much first impressions count. But, that’s why they say you never get a second chance to make a first impression. It’s proper business etiquette to introduce yourself in a professional manner to your customer.
When you pick up the phone to answer or call them, remember you’re the company brand. It’s very important to introduce yourself by telling the customer your full name. Also, a good opening would be how you can help them.
You could tell them your full name, company, and department. That way the client knows why you’re reaching out to them.
2. Speak in a Clear Manner and Smile
When making a call to a customer, you should speak in a clear manner and smile. You might doubt the power of smiling when you’re talking to someone. Because after all, they aren’t seeing you.
Yet, believe it or not, the person listening can sense if you’re smiling. If you communicate in a clear manner and smile, your customer will feel comfortable. Your customer needs to feel secure and comfortable enough to buy or keep using your services.
3. Address Your Customer in a Polite Manner
When addressing a customer, everyone should be polite. You should address them by their title and last name. An unfamiliar customer should never be addressed by their first name.
An example of addressing your customer in a polite way is “Good Morning Mr. Carmichael” or “Good Afternoon Mrs. Jones”. Customers will feel respected and cared for when addressed in a polite manner.
4. Match Your Customer’s Tone
Not all customers are alike. When speaking with them, you must match their tone. Yes, you might be energetic and motivated.
But, you should never go over their tone. Some clients are more serious than others. They might not feel comfortable if you don’t match their tone.
Remember that you should always aim to make them feel good about the business relationship. The way they feel will determine if they do business with you.
5. Hear Your Customer and Give Them Time to Process
In sales and customer service, you must be open to listening to your customer. We’ve to put ourselves in their shoes. Most of the time, they’ll be calling you to solve their problems.
To provide the best service, you must hear them out. What’s their situation? What do they need?
These are some of the questions you may ask them to gather more information about their needs. Also, it’s good practice to repeat to them what they tell you. This way you can make sure you’re understanding their situation.
When providing a solution to their problems, you should give them time to process it. Ask them if they’ve any questions about what you just discussed. Listening to your client and, giving them time to process builds trust.
At the end of the day, you want a long lasting business relationship. You can only build it through trust.
6. Don’t Leave Your Customer Hanging
Try to put a customer on hold only when you’ve to. Before putting them on hold, ask them for permission to do so. If you expect to put them on hold for a long time, tell them ahead so they can be aware of it.
If it seems like the period is going to be too long, ask to call them back. Also, you should tell them if you’ll have to extend their hold longer than expected. Keeping your customer posted can help them remain calm.
7. Try to Keep It Light and Easy
When handling calls, you’ve to keep it light and easy. You should try your best to stay positive and calm.
We know handling phone calls with clients can be frustrating. Most of all when you’ve to deal with an unhappy customer. Sometimes you might snap at customers.
When that happens you should excuse yourself and, take a break to regroup. If you take breaks when necessary and try your best to keep a positive attitude, you’ll be able to provide the best service.
Learning the right business phone etiquette is a must for a successful lead generation. The way you communicate with your prospective client will set the tone for your business relationship. You want them to feel comfortable but always keeping the professional tone.
At the end of the day, you’re talking business with them. You should always aim to meet your client’s needs. Yet, you should keep in mind the limits within your business relationship.
Be realistic when you promise them to fix their problems. Like they say honesty is the best policy. We’re confident that you’ll grow your business in no time if you follow our 7 proper phone etiquette rules.
Now that you know the 7 must know rules of proper phone etiquette. Want to learn more about outbound and inbound lead generation? Check out our article to learn more.