From my recent experiences, I would say terribly hard. I have not had a successful business phone call out of the last five. It used to be that business phone etiquette was elementary; everyone in the company was taught how to answer the phone because we were all on the marketing team and first impressions were very important. I believe this is still true so, why are employees not being trained?
Answering the Phone 101
- Answer the phone with a “Hello.” You can even try a “Good Morning” or “Good Afternoon.”
- Then state the name of your company. “You have reached Verde Martin”
- State your name. “This is Lori.”
- Ask how you may help. “How may I help you today?” Notice may not can. We say may when asking for permission to do something, and can when speaking about ability.
- Speak up, go slow, and enunciate. Many times, I have to ask what the person’s name is again because I didn’t understand their garble the first time.
- If you do not have voice mail for employees, please ask to take a message. Twice recently I had to ask the person who answered the phone if they would please take a message. Isn’t relaying messages part of the job?
- Be happy and helpful. Grumpy and useless hurts your brand.
We all Hate Digital Phone Answering Systems
I know I do. I like to speak with a person. Especially a professional and helpful person. Your company has a great branding opportunity with personally answered phones, so don’t blow it. Make sure everyone knows how to properly answer the phone. All who call will think the better of your company.
“Good Afternoon, you have reached Verde Martin, this is Lori, how may I help you today?”
Verde Martin’s Sales Audit will reveal your company’s phone etiquette and more. We review every step in your sales process. Call us when you are ready to make every step professional and polished…and accelerate sales.