Contact with customers and potential customers by phone is a crucial part of getting a sale, solving a problem and creating loyalty. Since you may not be able to handle all the calls yourself you will need people to assist you. These are some of the most important employees you will have because they have first contact with the caller. Here are things to look for when hiring.
.Pleasant and easy-to-listen-to phone voice
.Speaking speed not too fast or slow
.Proper grammer and pronounciation
.Positive and optomistic
.Speak loud enough without offending
.Persistent without being pushy
.Know when to stop talking
.Sense of humor but not silly
.Enjoy meeting new people
.Confident and reassuring
.Knowledgable of your products/services
.Believe in your products/services
.No hard to understand accent
.Enjoy being on the phone
.Would you buy from them by phone
More on this subject in Chapter 48 of my book "The Jelly Bean Principle"
Monday, November 8, 2010
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