STEP 2: ANSWERING THE PHONE
How you answer the phone is often the first impression someone has of you. Answering the phone in a professional manner will help you win and keep customers.
Be focused on the call
You spend your day multi-tasking. Customers can hear when you’re distracted. It’s important when you answer the phone that your attention is on the caller – not the car you’re working on.
A simple trick is to pause, breath, smile, then answer the phone clearly. Why smile? It makes a huge difference on the other end of the call. Customers will hear the smile on your face and it will make a huge difference in your ability to convert and keep customers. They want to know your attention is focused on them and you care about doing business with them.
Try something like…
Change it up if you like, however, the important points here are:
- Clearly stating your business name confirms to the caller they have rung the right place.
- Clearly stating your name lets the caller know who they’re dealing with and helps you build a connection.
- Asking them how you can help demonstrates straight away that you’re there to solve their problem.
- Things to avoid: speaking too fast, slang.
It’s time to start answering your calls!
Continue to Step 3