We've learned to filter our messages we know
are likely to upset us. We hear what we want to and nothing else.
Distrust and suspicion are sometimes heightened by callers who are trying
to sell us something.
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* Love Thy Telephone (Part
1)
by Gayle Carson.
Most of us do our selling over the phone,
where attention to
details like dress and appearance tend
not to matter. However, the telephone presents its own limitations
and opportunities. Of all the skills employed when you speak on a telephone,
the most basic ingredient is usually the hardest to keep in mind: common
sense. You must regard the telephone as a friend, and not an inconvenience.
Once you begin to regard the phone as an information tool, your attitude
will change for the better.
Don't let the phone become something you
avoid. Use it
wisely and increase your business, solve
your problems, get
answers to your questions and give good
service to your
customers. Let's look at what communication
really is. True
communication takes place when information
is exchanged,
understanding is promoted, and questions
are answered. Of
course there are many barriers to this
that don't allow it to
happen, including culture, lifestyle and
occupation.
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Different cultures produce different dialects
and languages
which are extremely difficult to understand
over the phone.
You may have to ask people to repeat,
slow down and you may even have to ask people to spell their names phonetically.
Take the time. Different words mean different things to different people
as well. Don't use 50-cent words when nickel words will do.
If you want to get most people where they live, keep it simple.
Since the phone doesn't allow us to interact
on a face-to-face
basis, there's no attachment developed
between parties.
However, frequently phone contact between
the same parties
can produce a bond and a certain degree
of loyalty. It's also
mor difficult to get good feedback over
the phone. We've
learned to filter our messages we know
are likely to upset us.
We hear what we want to and nothing else.
Distrust and
suspicion are sometimes heightened by
callers who are trying to sell us something.
To counter these built-in limitations,
you must tailor your
conversation positively. Have you
visualized the person you're dealing with over the phone? The voice,
manner and
experience of the person all need to come
together for you to
form a mental image . Be descriptive
and not evaluative in
your feedback. Be specific, learn
to appreciate both their
needs as well as yours, and be sure this
is something over
which they have control. Make sure
all information is clear,
concise and accurate. |
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How likely are you to "stay at the top"
once you get there?
Take this quick assessment to find out.
http://www.gaylecarson.com/quiz.htm
Dr. Gayle Carson, CSP, CPCM
Carson Research Center
2957 Flamingo Drive
Miami Beach, Florida 33140-3916
Phone:305-534-8846
Fax: 305-532-8826
Web: http://www.gaylecarson.com
email: gcarson-speaker-coach@worldnet.att.net |
