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than disgust. If you train your employees to do the same, you will start
looking at your phone as a sales building tool. There are interesting
statistics that show people develop a perception about you within the
first 30 seconds of a phone conversation and their final opinion of you
in the last 30 seconds. Let's look at some phone tips that will boost
that final opinion to one of an on-going, on brand, positive
relationship!

1. Breathe! Before you pick up the phone, take a deep breath. Most of
us are what they call "shallow breathers". We take small breathes in
and out and therefore, sound tired when we answer the phone. The
goal is to sound like you like your job and you are glad they called.
Practice taking a very big breath and answering the phone at the top of
that breathe. You will continue speaking on the exhale of that breath
and the caller will hear energy in your voice! You can also practice it
when you are making a call and start your breath as the phone is
ringing on the other end. You'll be surprised how you feel when you
use this technique. You may try it the next time your mother-in-law
calls!

2. Identify yourself. Give your full name and function and or the
name of your company. Since they have taken the time to call you,
you may answer the phone this way; "Thank you for calling
Merchandise Concepts, this is Anne Obarski, how can I make it a
great day for you?" Hokey, maybe; memorable, maybe; friendly, you
bet. Since I have an unusual last name, this helps me say it first so that
the caller doesn't have to fumble with the pronunciation. One tip that I
seem to always repeat, is that of slowing down when you answer the
phone or when you call to leave a message. How many times have you
had to re-play your answering machine to understand what the person
was saying or the phone number that rattled off too fast?

3. Be sincere. If we are honest with ourselves, we are all "problem
solvers" in some way. People call us on the phone to have a problem
answered. Whether it is to get driving directions, or hours of operation
or questions about our merchandise, they have a question and want it
answered quickly, intelligently and politely.
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