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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Telephone Inquiries areNot Always About Price(How to Capture the Call)

PPREPARE to be PROACTIVE. Remember: To gain information on the phone, you need to give information. Reintroduce yourself again to the caller.
RREASSURE your callers that they have come to the right place. Thank them for the call. Explain you’ll be of help and all you need to do is ask them a few necessary questions to be sure you’re going to fill their needs. Remember to use the caller’s name if you have it.
IINTEGRITY. Stress quality, service, professionalism, and confidentiality. Full disclosure of price, product, and service to the caller promotes honesty. Be consistently sensitive to the caller’s needs.
CCALM, COOL, CONFIDENCE. This is the time to let the caller know ...

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