How You Answer the Phone Matters

How You Answer the Phone Matters

April 11, 2019

Using Pay Per Call campaigns to generate more phone calls for your business is a great way to boost ROI on marketing spend, increase conversion rates for your digital marketing campaigns, and spread brand awareness. However, all the phone calls in the world means nothing if you don't answer the phone. More importantly, the manner in which you answer the phone can dictate the course of an entire conversation and lead a potential warm lead to turn sour and opt not to choose your brand. So, how is it that your style when answering the phone matters?

Read More: Why Phone Calls Still Matter

It's All About Tone

Above all else, the tone you use when speaking to callers is important in influencing the course of the conversation. When you talk to your customers in person, you need to focus on the words you choose, the tone you use, and your body language. On the phone, however, customers are going to lean heavily on the tone you use. In fact, 87% of the measure a customer gets of your brand will come from the tone you use when talking to them. Your tone over the phone determines if customers like you, trust you, and (ultimately) want to do business with your brand.

Answer the Phone Quickly

Moving on from the manner in which you speak, it's time to focus on the speed with which you help customers calling on the phone. Whenever possible, you should never let the phone ring more than three times. Even if you can't follow through completely on that call, it is better to answer the phone and give them a voice that represents the brand. Take a message, make sure you get all the details, and let them know you'll be getting back to them quickly.

Read More: How to Keep Your Phone Ringing

Have a Courteous Greeting Ready

In addition to your tone, it is a good idea to have a proper greeting ready. You don't want to leave the caller confused about whether they got the number correct and are in touch with your business. When answering the phone, make sure that you have a greeting (ie "Good morning") ready to go. Identify the business and yourself by name, and then ask the caller what you can do to help them today. This puts the caller at ease and lets them know they've contacted the right brand.

Enunciate When Conversing

Phone conversations can be difficult, especially when people are hard of hearing, there is a lot of noise in the background, or when people fail to enunciate. Make it easier on your clients and clearly enunciate your words. This helps avoid any confusion and frustration.

Don't Interrupt

Last, but not least, do not interrupt your callers. Interruptions make it seem as though you don't care about their issues. Do your best to listen to all of their issues, and if you have any questions as they speak, write down notes in front of you. This allows you to circle back and seek clarification rather than interrupting them.

Read More: 5 Reasons Your Business Needs Inbound Phone Calls




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