Latest "Business Phone Calls" Posts
I came across a great article in the June 2013 issue of T + D Magazine titled, “Ten Career Tanking Phrases to Avoid Using in the Workplace,” which is not available online to non-subscribers.
It reiterated many of the business blunders I’ve shared in this blog, starting with this oldie but NEVER goodie: “I can’t do that.”
Whether you are a customer service/sales rep responding to a customer’s request or complaint, or you hold any other type of job, this uncooperative-sounding phrase is a non-starter guaranteed to immediately aggravate the person you’re speaking to.
Basically, this is the same as saying, “no” but with the word “can’t” thrown in for good measure — making it sound like the situation is completely out of your hands. It comes across as a sneaky way of passing the buck.
What separates an outstanding salesperson from one who isn’t so good?
I’d have to say attention to detail, good customer service, a good bedside manner, and excellent business etiquette are some of the keys to success.
It really doesn’t matter what you’re selling — cars, real estate, insurance, etc. — following the rules of professionalism in every customer encounter is paramount.
Customers like to feel that you care, and provide personalized attention — when they are with a sales representative, they have his or her undivided attention. And they want to feel that way even if they don’t give you their undivided attention! Unfair, but that’s life.
So, what does that mean, business etiquette-wise, about whether it’s acceptable to take calls on your cell phone while with a client?
In my previous blog post I talked about the importance of one’s voice during business calls.
After all, there is precious little else for the other person to go on during a phone call, especially if he or she doesn’t know you very well or at all. And although we’d all agree that the cell phone is a brilliant, life-altering invention, many don’t yet offer the call quality of a land line.
So, if you’re making or taking business calls on a cell, which is becoming more and more common, your vocal mannerisms are something you really need to pay attention to.
Don’t kid yourself that you can break an old, ingrained habit you may have when speaking during important, make-or-break business conversations or presentations. It would truly be a shame, however, if a particular vocal bad habit is the one thing that was the deal breaker.
Were you aware that the impact your voice has on the phone accounts for 85 percent of the overall impression you make on the other person?
This is as opposed to approximately 35 percent in face-to-face communication. So, when it comes to professional development and moving up the career ladder, your voice is important!
A friend who is currently doing online dating told me, “I never like to talk to the guy on the phone before I meet him. If I don’t like the sound of his voice, I have nothing else to go on and it’s all over before it starts.” She is saying that her perception of a potential date can be ruined just by the sound of a man’s voice, and the way he speaks on the phone.