Training on the line

First Impressions & Telephone
Etiquette
Paul Clayton FInstSMM
First Impressions
First Impressions
First Impressions
It’s not what we say, it’s how we say it!
Treat callers as you would like to be
treat yourself!
First Impressions
So when a
prospect calls

It’s not what we say, it’s how we say it!
Treat callers as you would like to b...
First Impressions
Length of a Standard BT Ring Tone?
ring tone – space – ringtone

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

3 Seconds!
3 Rings
That’s nearly
10 sec...
First Impressions
Inbound

<3 Seconds
Outbound
15 Seconds
First Impressions
Grow & protect your
brand by everyone
answering the phone
with the same
welcome message

Inbound

<3 Sec...
First Impressions
How many times does your
Company’s phone ring before it
is answered?
Fill in the gaps
in these 3
statements –
Answers on
following slide

1st IMPRESSIONS

?
?
?

?

?

?

* Onetel business Su...
1st IMPRESSIONS
Why Bother?
20% of all callers to businesses hang up
after just 5 rings!
7 out of 10 callers hang up when ...
1st IMPRESSIONS
The Greeting
Human
Auto Responder
Voicemail
On Hold
Engaged
Not Answered
1st IMPRESSIONS
The BEST!
(Usually)

Personalise &
change daily at
least
Should NEVER
happen - Use
an Answering
Service or...
First Impressions
Planning Inbound Calls

Design a process
for answering for
each type of
inbound call

To Place An Order
...
First Impressions
Smile
Focus
Be in the same room
Ignore distractions
Use Inflection
Make the caller feel valued
No drinki...
First Impressions
HEALDI
0845 308 1377

www.healdi.co.uk
info@healdi.co.uk
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Improving Your Brand - 1st impressions on the phone 2013

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Improving Your Brand - 1st impressions on the phone 2013

  1. 1. Training on the line First Impressions & Telephone Etiquette Paul Clayton FInstSMM
  2. 2. First Impressions
  3. 3. First Impressions
  4. 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. 5. First Impressions So when a prospect calls 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
  6. 6. First Impressions Length of a Standard BT Ring Tone? ring tone – space – ringtone 3 Seconds!
  7. 7. First Impressions Length of a Standard BT Ring Tone? ring tone – space – ringtone 3 Seconds! 3 Rings That’s nearly 10 seconds
  8. 8. First Impressions Inbound <3 Seconds Outbound 15 Seconds
  9. 9. First Impressions Grow & protect your brand by everyone answering the phone with the same welcome message Inbound <3 Seconds Outbound Introduce yourself with your first & last name to show the receiver that you are accountable 15 Seconds Let them know that you understand their business
  10. 10. First Impressions How many times does your Company’s phone ring before it is answered?
  11. 11. Fill in the gaps in these 3 statements – Answers on following slide 1st IMPRESSIONS ? ? ? ? ? ? * Onetel business Survey answer phone…… when calling to place an order!
  12. 12. 1st IMPRESSIONS Why Bother? 20% of all callers to businesses hang up after just 5 rings! 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! * Onetel business Survey
  13. 13. 1st IMPRESSIONS The Greeting Human Auto Responder Voicemail On Hold Engaged Not Answered
  14. 14. 1st IMPRESSIONS The BEST! (Usually) Personalise & change daily at least Should NEVER happen - Use an Answering Service or divert to Answerphone The Greeting Human Auto Responder Voicemail On Hold Engaged Not Answered Only when necessary & keep menus short What does your caller hear – do you know?
  15. 15. First Impressions Planning Inbound Calls Design a process for answering for each type of inbound call To Place An Order Customers Wanting Information Time Cost Accounts Prospects Wanting Information Suppliers Giving or Wanting Feedback Customers Complaining Press Sales
  16. 16. First Impressions 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 Children
  17. 17. First Impressions HEALDI 0845 308 1377 www.healdi.co.uk info@healdi.co.uk

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