Archive for tag: phone sales training

I’ve been contemplating some criticism I received back in August about how I handle incoming calls. The Wall Street Journal article had just been published and there were people from all over the world reaching out to me. And for many of them their expectation was – because I’m The Phone Lady – that I would answer my phone every time it rang. I was startled by this expectation but I did miss a few business ...

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“Ninety percent of all those who fail are not actually defeated. They simply quit.” Paul J. Meyer So pleased this quote landed in my inbox. While it certainly supports my thoughts on persistence last week, it also applies to this week’s topic – leaving messages. Over the past decade, and particularly during the last two years, there’s been a slow and subtle shift around phone messages. The change began with the proliferation of answering machines and voicemail, ...

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I’ve spent much of this past week prospecting for both myself and others and I’ve noted common characteristics among voicemail messages. Does your message match any of these … and what does this mean to your prospects and customers? The Flight Attendant This message has the same intonation and pacing as the safety procedure message we hear at the beginning of every flight. It is well rehearsed, contains no errors or “uhms” or “ahs”. It is absolutely ...

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How employees behave on the telephone is, or at least should be, a vital component of every company’s branding, of their “personality”.  Why? Because every time we interact with a customer or prospect we are influencing their decision to stay or become our customer. Whether a phone call is placed to accounts payable, or shipping, or main reception, our clients should always experience our best. This past week I experienced what happens to customer satisfaction when telephone ...

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On Friday I had a very energetic and inspiring meeting with Sharon Resky. She is Senior Corporate Account Manager, Atlantic Business Magazine http://www.atlanticbusiness.ca we are are presenting a workshop together at the Atlantic Magazines Association’s www.atlanticmagazines.ca annual conference next week – MagazinesEast2012.  I enjoyed every aspect of our discussion about the sales process but was most delighted when we started talking about follow up.   In the seven years I have been providing sales training and coaching, I get ...

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