Telephone Habits For Success

Del-Nat Tire

Telephone = Ultimate Power Tool Read Instructions First!

Course Objectives
Learn Learn

8 Telephone Success Habits

5 Forbidden Phrases Telephone Doctor Ideas And Techniques

Exchange Provide

Immediate Results And Long Term Success

Telephone Trends
Who Is Calling?
50% 30% 80%

Of All Customers Call Three Places Are Female

The Good And The Bad 80/20

A Ringing Phone = Opportunity

Every Time The Phone Rings A Customer Is Asking You To Solve A Problem

You Are The Company

Always Be Ready!
Paper Tire

& Pen & Current Specials Specials Book

Guides

Pricing

Competition

Appointment Great

Attitude

8 Telephone Success Habits

8 Telephone Success Habits

1. Decide To Be A Better Listener

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller 3. Concentrate On The Caller

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller 3. Concentrate On The Caller 4. Ask Good Questions

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller 3. Concentrate On The Caller 4. Ask Good Questions 5. Listen!

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller 3. Concentrate On The Caller 4. Ask Good Questions 5. Listen! 6. Give Feedback

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller 3. Concentrate On The Caller 4. Ask Good Questions 5. Listen! 6. Give Feedback 7. Take Notes & Review Benefits

8 Telephone Success Habits

1. Decide To Be A Better Listener 2. Welcome The Caller 3. Concentrate On The Caller 4. Ask Good Questions 5. Listen! 6. Give Feedback 7. Take Notes & Review Benefits 8. Ask For A Commitment

5 Forbidden Phrases

Telephone

Doctor

5 Forbidden Phrases Telephone Doctor

1. I Dont Know

5 Forbidden Phrases Telephone Doctor

1. I Dont Know Replace With: Thats a good question. I will be happy to check and find out.

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That Replace With: What we can do is . . .

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That 3. Youll Have To . . .

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That 3. Youll Have To . . . Replace With: To assist you, please . . . Youll need to . . .

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That 3. Youll Have To . . . 4. Just A Second

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That 3. Youll Have To . . . 4. Just A Second Replace With: Are you able to hold or should I call you back?

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That 3. Youll Have To . . . 4. Just A Second 5. No

5 Forbidden Phrases Telephone Doctor

1. I Dont Know 2. We Cant Do That 3. Youll Have To . . . 4. Just A Second 5. No Replace With: A Positive Statement That Describes The Situation

Its Not What You Know Its What You Use That Makes A Difference

Eight Great Hates

From A Survey By USA Today And The Telephone Doctor
Answering Machines 7% Hang Ups 7% Not Paying Attention 8% Other 17% Mouth Noises 9% Bad Attitude, Rude 7% Poor Screening 11% Call Waiting 11% Being Put On Hold 23%