PHONE ETIQUETTE ANSWERING PHONES.

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Presentation transcript:

PHONE ETIQUETTE ANSWERING PHONES

POINTS TO REMEMBER Do not pick up the phone if you are already assisting someone Make sure you speak clearly and are smiling as you answer the phone; also identify yourself. Before placing a caller on hold, ask their permission first and thank them. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you’ve kept them on hold too long. Do not forget to return the call as you promised. Do not permit the phone to ring into the office more than three times. Always use a pleasant, congenial and friendly tone. Never interrupt the person while he/she is talking to you. Never engage in an argument with a caller. Do not make it a habit of receiving personal calls at work. Do not answer the phone if you are eating or chewing gum. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call. When hanging up the phone, make sure the caller or person called hangs up first. Otherwise, always hang up the phone, gently.

NOW TIME TO SELL MIKE MEDVE EMPLOYEE DENISE PROSPECT #1 OWNER

PROSPECT #1: MIKE WOULD YOU LEASE? YES. Our mission is to sell apartments. Without our residents, we would not be in business.

PROSPECT #2: DENISE WOULD YOU LEASE? NO. It is important to always be prepared. EVERY SINGLE PHONE CALL IS IMPORTANT. If you are not prepared to answer DO NOT answer at all.

QUESTIONS?