When your phone rings, you may or may not know who is at the other end of the line; you'll only know for sure if you have a receptionist skilled in the art of obtaining a caller's name. Here are some suggestions for preparing (then practicing) skills for effectively using your telephone for service and sales when a client calls you.
- When you receive an incoming call, answer promptly with a sincere welcome.
- Identify yourself. Example: 'Thank you for calling The Jones Agency. This is Mike. How may I direct your call?'
- Ask the caller's name.
- Keep the caller informed. Example: 'If you'll hold for a moment, I'll access your protection plan information.'
- If you've put your caller on hold and have to look up information, be sure to check with the caller every 20 to 30 seconds and give them a progress report. 'Hold' can be a very lonely place.
- After you've obtained the caller's file, take a moment to look over his or her most recent insurance transactions. Be genuinely interested in the account history, as well as current and future needs.
- Establish time parameters. Some clients can be long-winded and chatty-don't offend them by cutting them off. Wind up the call by summarizing what you've discussed and saying, 'Will there be anything else?'
- When you do want to spend additional time speaking with a client, say something like, 'I'm very glad you called about your Auto coverage today-I've been wanting to discuss such-and-such with you. Is now a good time?'
- Be sure to paraphrase or mirror the caller's statements-especially if you're not clear on what they're asking or telling you. Paraphrasing is simply restating what the caller said.
- Ask interest-generating questions in order to obtain more information from the caller: 'You'd like us to add your newest employee to your Automobile insurance policy. Will it also be necessary for us to add this employee to your Group Health and Life insurance?' You need them to talk about their requirements for service so you can ultimately identify additional sales opportunities.
Plan now for a 30-minute skill-building session for yourself and your co-workers that will help you generate more sample answers and questions that incorporate the following:
- a sincere welcome
- paraphrasing
- asking interest-generating questions