First Impressions & Telephone Etiquette

Paul Clayton FInstSMM

Training on the line

First Impressions

Marketing is expensive! Time &

Money

First Impressions

First Impressions

It’s not what we say, it’s how we say it!

Treat callers as you would like to be

treat yourself!

First Impressions

It’s not what we say, it’s how we say it!

Treat callers as you would like to be

treat yourself!The caller is

the most important

person in the world to you at

that moment

So when a prospect calls

First Impressions

Length of a Standard BT Ring Tone?

ring tone – space – ringtone

3 Seconds!

First Impressions

Length of a Standard BT Ring Tone?

ring tone – space – ringtone

3 Seconds!3 Rings

That’s nearly 10 seconds

First Impressions

Inbound

<3 Seconds

Outbound

15 Seconds

First Impressions

Inbound

<3 Seconds

Outbound

15 Seconds

Grow & protect your brand by everyone

answering the phone with the same

welcome message

Introduce yourself with your first & last

name to show the receiver that you are

accountable

Let them know that you

understand their business

First Impressions

How many times does your Company’s phone ring before it

is answered?

* Onetel business

Survey

answer phone……

when calling to place an order!

1st IMPRESSIONS

20% 5

70%

80%

Fill in the gaps in these 3

statements – Answers on

following slide

?

?

??

?

?

Why Bother?

20% of all callers to businesses hang up after just 5 rings!* Onetel business Survey

7 out of 10 callers hang up when they hear an answer phone………….

Rising to 8 out of 10 when calling to place an order!

1st IMPRESSIONS

1st IMPRESSIONS

The Greeting

Human

Auto Responder

Voicemail

On Hold

Engaged

Not Answered

1st IMPRESSIONS

The Greeting

Human

Auto Responder

Voicemail

On Hold

Engaged

Not Answered

The BEST!(Usually)

Only when necessary & keep menus

short Personalise &

change daily at least What does your caller

hear – do you know?

Should NEVER happen - Use an Answering

Service or divert to

Answerphone

First ImpressionsPlanning Inbound Calls

To Place An OrderCustomers Wanting Information

TimeCostAccounts

Prospects Wanting InformationSuppliers Giving or Wanting FeedbackCustomers ComplainingPressSales

Design a process for answering for

each type of inbound call

SmileFocusBe in the same roomIgnore distractionsUse InflectionMake the caller feel valuedNo drinking or eating during the conversationNo swearingChildren

First Impressions

First Impressions

HEALDI

0845 308 1377

www.healdi.co.uk

info@healdi.co.uk