The telephone is one of the most powerful instruments available in business. Some business men do not realise the value of a business phone and how it can improve your business.
It is not uncommon for people to be afraid of the telephone – why? It is probably due to the fact that they have not been trained properly on how to successfully communicate via the telephone. In most cases the telephone is the first “person to person” contact and whether we like it or not, the consumer is going to form an immediate impression of you and your company from this call.
How can we help them? By letting the caller know that they are very important and that we value their call. Always try to use their name as soon as possible to show respect and always welcome them. Let them know your name. Compliment them for making a wise decision and do not keep them waiting.
Use strong phrases such as “I see”, “right”, “of course”, “yes”, “no problem”. This shows them you are listening to them and have empathy for them.
Once you have qualified their requirements or related window problems then you can say something like “it sounds to me like you need the Silver 20 as heat is your greatest problem. Am I right?” And when you get a “yes” answer you qualify it by saying “the Silver 20 stops 79% of the heat and will reduce the temperature inside your office” or “the Smash & Grab on your car will make your windows shatterproof and that is your concern. Is that right?” Qualifying it again.
Ask the customer for an order and do not make it complicated. The best way to do this is by the alternative choice, such as “Do you want to bring your car in Tuesday or Wednesday morning. Is this a good time for you?”
Always try to get as much information as possible to enable the Klingshield window film consultant to evaluate the customer’s needs and offer a solution to the customer’s problem.
All staff members within a company at one time or another will be required to answer the telephone. The telephone is the life blood to the window film business and any other business, and must be answered correctly and the caller must be handled in the correct way. Therefore all staff should be taught telephone answering techniques, manners and courtesy and absolute product knowledge.
At Klingshield all our staff members understand all aspects of our business and are able to assist people and understand the importance of a working relationship with all consumers and therefore every staff member has a switchboard type phone system in front of them in order to direct the caller to the right department in a user friendly manner.
Regardless of the type of business you are in, well chosen and good employees have common characteristics and share similar ideas and needs. All staff members need to understand the value of the telephone to the company and make sure that they use these skills when answering calls from the consumer.