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Phone Etiquette Tips
for Salespersons
8TUV

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Tip 1: Clear your mind.

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Tip 1: Clear your mind.
When you hear the phone ring, the first thing to do
is stop whatever you are doing, clear your mind, and
turn your attention to the upcoming phone call.

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Callers can tell if you are distracted by something
else; plus, you might miss a bigger issue if you
aren’t fully engaged.
Tip 1: Clear your mind.

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By putting down whatever you are doing and turning
your focus to the call at hand, you will increase your
chances to have a successful call.
Tip 1: Clear your mind.

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Tip 2: Smile!

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Tip 2: Smile!
Before you start the call, be sure to turn on your grin.

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Tip 2: Smile!
The person on the other end of the phone may not
be able to see you, but they will be able to tell you are in
a good mood just by the tone of your voice, and smiles
go a long way in that regard.

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Tip 3: Speak slowly and clarify

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Tip 3: Speak slowly and clarify.
This doesn't need much explanation, but you can save
yourself a lot of “huh?” and “can you say that again?”
by speaking slowly and clearly the first time. Little
things like this can take an average call and turn it into
an exceptional call.

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Tip 4: Avoid insider language.

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Tip 4: Avoid insider language.
Every company has jargon that they use internally to
describe things. This jargon will likely sound like
gibberish when used with your caller.

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Tip 4: Avoid insider language.
When describing different products or services, be sure
to speak in a way the customer can understand.

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Tip 5: Avoid slang.

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Tip 5: Avoid slang.
Using phrases like 'my bad,' 'what's up' or other overly
casual conversation may be fine to use with your friends,
but it isn't the best idea when you're on a call at work.

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Tip 5: Avoid slang.
To keep your conversations professional and clear,
avoid using these terms.

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Tip 6: Listen.

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Tip 6: Listen.
Before you've heard all the facts, it is easy to jump to a
conclusion about how to fix a problem. After all, you've
probably heard similar situations several times before.
Don't fall into that trap.

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Tip 6: Listen.
Give the customer your full attention and stay in tune
with what they are saying, regardless of how many
times you've been down this proverbial road.

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Tip 7: Clarify with your customer.

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Tip 7: Clarify with your customer.
If you aren't absolutely sure what your customer is
saying, be sure to clarify exactly what was meant by their
statement. A few ways to go about this:

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Tip 7: Clarify with your customer.
1. Ask a clarifying question. A simple, “Can you
explain that to me further?" will often be all it takes.

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Tip 7: Clarify with your customer.
2. Repeat back what you heard the customer say; then,
ask them if you explained their need correctly. This is a
great way to confirm that you and the customer are on
the same page, ensuring a smoother and more
productive conversation.

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Tip 8: Solve problems; don’t enhance them.

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Tip 8: Solve problems; don’t enhance them.
There will inevitably come a day when the caller on the
other end of the line woke up on the wrong side of the
bed. There are two ways you can handle those people:

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Tip 8: Solve problems; don’t enhance them.
The Wrong Way
React to your customer's obvious bad mood. This will
lead to frustration, likely elevated voices, and nothing
productive. You'll also run the risk of negative reviews,
a poor social-media mention, and generally leaving a
negative impression on the caller.

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Tip 8: Solve problems; don’t enhance them.
The Right Way
Engage with the person positively and remain
sympathetic to their issues. Do this, and while you may
not solve the caller's bad mood, you will be able to
effectively solve their issue, all while avoiding any
unfriendly confrontations.

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Tip 8: Solve problems; don’t enhance them.
Choose the right way, every time.

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To recap the 8 Phone Etiquette Tips…
Tip 1: Clear your mind.
Tip 2: Smile!
Tip 3: Speak slowly and clarify.
Tip 4: Avoid insider language.
Tip 5: Avoid slang.
Tip 6: Listen.
Tip 7: Clarify with your customer.
Tip 8: Solve problems; don’t enhance them.

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