Telephone Enquiries

Most of your dealings with customers will be carried out personally. However, it is extremely important to use the telephone properly. Your voice is your introduction, through your tone of voice and the warmth of your words.

The "welcome stranger" response.Everything depends on the "smile in your voice". How you speak is as important as what you say:Always answer calls promptly. Don't let the phone ring until you have finished what you're doing.

The caller's impression may be that you don't really care about their business.Make a good impression. Identify yourself by name and the ABC location. Politely greet the caller.Speak clearly. Watch your language and expressions.

Do not use slang or abbreviated industry talk.Personalise the conversation. Use the caller's name where possible and allow time for them to place their order.

Complete the call promptly. Do not keep the caller hanging on. Record any order details clearly, showing customer name, telephone number product description and quantity.

The essential thing in order taking is to be accurate - to do this LISTEN. If you don't hear don't fill in what you expected to hear but learn to ask pertinent questions.