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10 TIPS FOR TELEPHONE SUCCESS

The telephone is an often under-appreciated and much maligned piece
of office equipment. Have you stopped to consider how much
business you conduct over the telephone? These 10 tips will help you
improve your telephone presence and presentations.

1. You are the "Manager of First Impressions" for your business.
Whenever you pick up the telephone, put a smile on your face first. It
will enhance your vocal quality and you will sound pleasant and
relaxed.

2. Listen attentively to the person you are speaking with. Recall why
your dog is such a good listener: listen actively and in the moment.
Multi-tasking is the enemy of effective listening.

3. Let other people talk! Make sure your caller has completely
finished speaking before responding. Remember: sometimes they
aren't done talking; they are just coming up for air.

4. Use open-ended questions to get people to speak more freely. You
should always talk less than the person you have called. It makes
others feel more comfortable, particularly if you are asking them to
make a decision. The more they talk, the easier it is for them to "buy
into" what you are proposing.

5. To create affinity with your callers, speed up or slow down your
speaking voice to better match theirs. They won't realize why they feel
comfortable, they just will.

6. Use your words for best results. Keep in mind you can phrase
anything positively, negatively or neutrally. Phrasing your words
positively will help you get better results more easily.

7. Voice mail can be your friend. Avoid leaving voice mail messages
but if you must, think of it as a 30 second commercial on a highly
rated radio program. You have the opportunity to get your message
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