1.
First Impressions & Telephone
Etiquette
Paul Clayton FISM

2.
First Impressions

3.
First Impressions

4.
First Impressions
It’s not what we say, it’s how we say it!
Treat callers as you would like to be
treat yourself!

5.
First Impressions
It’s not what we say, it’s how we say it!
Treat callers as you would like to be
treat yourself!The caller is
the most
important
person in the
world to you at
that moment
So when a
prospect calls

6.
First Impressions
Length of a Standard BT Ring Tone?
ring tone – space – ringtone
3 Seconds!

7.
First Impressions
Length of a Standard BT Ring Tone?
ring tone – space – ringtone
3 Seconds!
3 Rings
That’s nearly
10 seconds

8.
First Impressions
Inbound
<3 Seconds
Outbound
15 Seconds

9.
First Impressions
Inbound
<3 Seconds
Outbound
15 Seconds
Grow & protect your
brand by everyone
answering the phone
with the same
welcome message
Introduce yourself
with your first & last
name to show the
receiver that you are
accountable
Let them know
that you
understand
their business

10.
First Impressions
How many times does your
Company’s phone ring before it
is answered?

11.
* Onetel business Survey
answer phone……
when calling to place an order!
1st IMPRESSIONS
Fill in the gaps
in these 3
statements –
Answers on
following slide
?
?
??
?
?

12.
Why Bother?
20% of all callers to businesses hang up
after just 5 rings!* Onetel business Survey
7 out of 10 callers hang up when they hear
an answer phone………….
Rising to 8 out of 10 when calling to place
an order!
1st IMPRESSIONS

13.
1st IMPRESSIONS
The Greeting
Human
Auto Responder
Voicemail
On Hold
Engaged
Not Answered

14.
1st IMPRESSIONS
The Greeting
Human
Auto Responder
Voicemail
On Hold
Engaged
Not Answered
The BEST!
(Usually)
Only when
necessary &
keep menus
short
Personalise &
change daily at
least What does your caller
hear – do you know?
Should NEVER
happen - Use
an Answering
Service or
divert to
Answerphone

15.
First Impressions
Planning Inbound Calls
To Place An Order
Customers Wanting Information
Time
Cost
Accounts
Prospects Wanting Information
Suppliers Giving or Wanting Feedback
Customers Complaining
Press
Sales
General Public
Design a process
for answering for
each type of
inbound call

16.
Smile
Focus
Be in the same room
Ignore distractions
Use Inflection
Make the caller feel valued
No drinking or eating during the conversation
No swearing
No children
First Impressions

17.
First Impressions
HEALDI
+44 (0)1529 413476
www.healdi.co.uk
info@healdi.co.uk