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Your posture and frame of mind directly affect how you sound when you speak. <br /><br />We've all encountered at one time or another the worker who, knowing the person on the other end of the phone can't see them, yawns and pulls faces to amuse their colleagues. You'd be surprised how many callers pick up on this situation. They may not figure out that faces are being made but they will detect the lack of courtesy in the voice.<br /><br />Many a sale has been lost because a caller was irritated by the lack of courtesy shown to them over the phone. The rule is simple  always treat people on the telephone with the same respect you would if they were standing right in front of you.<br /><br /><h2>Confidence and Enthusiasm</h2> Sit upright when you talk. This allows you to use the air in your lungs more effectively and project a stronger clearer voice. Slouching in your chair or sitting hunched over restricts the movement of your rib cage and can make your voice sound dull and lifeless. <br /><br />Smiling helps you sound friendlier. Movement and gesticulation help you sound enthusiastic and help you emphasise and strengthen the points you make. <br /><br />Studies have shown that 87% of the opinions people form about us, when speaking to us on the telephone, are based on the tone of our voice. Only 13% is based on the actual words we use. Not paying attention to how you use your voice can lose you sales.<br /><br /><h2>Complaints and other difficult calls</h2> Dealing with complaints over the telephone can be a frustrating and difficult task and naturally one that most people wish to avoid. But not paying due attention to this issue can cost dearly. Studies have shown that most businesses lose as much as 68% of their customers because of indifference on the part of sales and service staff. Correct handling of the situation is vital to ensure you present the right image on behalf of your business and don't lose the customer. <br /><br />The most effective approach for a complaint call is to be a good listener. Let the caller tell their story and don't interrupt. They won't want to hear anything you have to say until they've gotten the issue off their chest. <br /><br />While you listen, make notes of the complaint. Ask questions to establish all the facts and try to get the callers name and telephone number as early as possible just in case you get cut off. <br /><br />Above all don't lose your cool. If you argue things will just get worse. Keep calm and try to establish a rapport with the caller. Use your notes to help summarise and recap the main points your caller has made. This will also help to reassure them that you are listening and understanding their situation.<br /><br />Work with your customer to try and find an acceptable solution. Ask them what they would like to happen next. Very often they may have the answer ready for you. Sometimes they just want to vent steam and receive a straightforward apology. <br /><br /><b>Here are some useful tips you can easily put into practice:-</b> <ul style="margin-bottom: 12px;"> <li style="margin-bottom: 6px;"> Think of your audience. What do they want to hear? Most likely not a long winded message that rambles on and on before getting to the point. Before you call, make some notes about what you want to say. These will be of great help whether you have to talk directly to the person or leave a message. <li style="margin-bottom: 6px;"> Don't speak too close to the handset microphone. This causes distortion and the breath from your mouth as you speak will cause excessive amounts of noise that makes it more difficult for your caller to understand what you are saying. <li style="margin-bottom: 6px;"> Don't mumble. Speak clearly and try to avoid talking too fast. Many people speak so quickly that it can be extremely difficult to make out what they are saying. Speaking slowly also makes it easier for the person on the other end to take notes or write down messages. <li style="margin-bottom: 6px;"> Leave your phone number at the start and the end of the message. That way if someone has to listen to your message again to get your number, they don't have to listen all the way to the end again. <li style="margin-bottom: 6px;"> Always keep a pen and notepad beside your phone. Be an active listener and be sure to take notes when someone calls. It's also a good idea to keep a list of frequently asked questions and their answers beside all your phones. That way you and your staff save time by not having to search for answers or think about how to answer a particular request. It also means that the same information is given out regardless of who answered the call. </ul> <h2>Useful Resources:</h2> <b>Business by Phone</b><br/> 42 Telesales tips you can use right now to get more business. <a target="example" href="http://businessbyphone.com/telemarketing-tips.htm">http://businessbyphone.com/telemarketing-tips.htm</a> <table style="margin-top: 22px;" border=0 cellpadding=0 cellspacing=0> <tr valign="top"> <td style="padding-right: 22px; padding-bottom: 12px;"> <IMG SRC='userimgs/1064933330.47483657.php6uOAe4.gif' WIDTH=96 HEIGHT=39 BORDER=0> </td> <td style="padding-bottom: 12px;"> <b>Deltan</b><br/> Nine out of every ten business transactions start from a telephone call. <br/> Make sure you have the right telephony equipment installed.<br/> <a href="mm2486560.html">Further info...</a> </tr> <tr valign="top"> <td style="padding-right: 22px;"> <IMG SRC='userimgs/1122475058.47483657.phpcuoqCz.gif' WIDTH=96 HEIGHT=44 BORDER=0> </td> <td style="padding-top: 8px;"> <b>Jikijela</b><br/> For communication skills training that is tailored to your business.<br/> <a target="example" href="http://www.jikijela.com">www.jikijela.com</a> </td> </tr> </table> </div></div> </td> </tr> </table> </td> </tr> <tr valign="top"> <td colspan=2 class="spacerTD"> &nbsp;</td> </tr> <tr valign="top"> <td colspan=2 class="footerTD"> <table border=0 cellpadding=0 cellspacing=0> <tr valign="top"> <td style="padding-right: 6px; padding-top: 3px;"> <img src="userimgs/bits/bni/bnilogosml.gif" width=45 height=27 alt="BNI logo"></td> <td> <div id="theFooter" class="topFooter"><b>BNI Marketwest.</b> A member of Business Network International (BNI). <br/>Email: <a href='mailto:info@bnimarketwest.com'>info@bnimarketwest.com</a><br/></div> </td> </tr> </table> </td> </tr> </table> </td> </tr> </table> </div> </div> <script src='http://www.google-analytics.com/urchin.js' type='text/javascript'> </script> <script type='text/javascript'> _uacct = 'UA-241515-13'; urchinTracker(); </script><script src='http://www.google-analytics.com/urchin.js' type='text/javascript'> </script> <script type='text/javascript'> _uacct = 'UA-241515-13'; urchinTracker(); </script></body> </html>