Making business phone calls can be nerve-racking, given how much communication now takes place online.Sometimes it's more convenient to place a call, even though nothing can replace the sound of a human voice.Anyone can handle the basics if you speak politely and naturally.To make the call as effective as possible, you need to identify its purpose before you pick up the phone, and keep this in mind while you talk.
Step 1: Do you know the purpose of your call?
Knowing why you want to speak with someone will make you feel less nervous about bothering them or wasting their time.Before you make the call, take a moment to think about its purpose and write it down.Do you need to get information?Do you want to sell something or convince the person of an idea?Do you need the person's help or support?
Step 2: You need to mention things in bullet points.
Keep your call on track by having an agenda for what you want to discuss.Since you won't forget what you need to mention, the cheat sheet can help you feel more confident.If you are talking to someone about a meeting, you might mention the purpose of the meeting.Where the meeting will take place.The person might need to do something before the meeting.
Step 3: It's a good idea to research the person you want to call.
If you don't know the caller personally, this is important.From colleagues, internet searches, social media profiles, and so on, find out what you can about them.You can use the knowledge you have about the person's background to start a conversation.Say something like, "So you worked for Lanham Industries?"It helps you avoid faux pas if you research the caller.If you find out that the person has ties to one of your competitors, you should not criticize them.
Step 4: Don't get too carried away with some banter.
The number will ring a few times before the person picks it up.Introduce yourself and where you're calling from.If you know the person, it's a good idea to start with a small talk.It should be a minute or so.If you know the person, you could say something like: "Alyssa, last time we talked you were working on that expansion project."If you don't know the person, just say, "I hope you're doing well today."
Step 5: Don't use wishy-washy language.
Asking things like "Is this a good time to call?" or "I'm just calling to..." makes it sound like there isn't a clear purpose to your call.You should keep the notes on the purpose of your call, and be confident that you have a legitimate reason for calling.The person will let you know if it's not a good time to talk.
Step 6: Go to the business of your call.
Shift to the real purpose of your call after introductions and banter.The transition shouldn't be abrupt or obvious.It is great to catch up with Antonio.I'm glad to hear that you're doing well.I'm calling.
Step 7: Make sure to ask questions.
It will feel like the call is one-sided if you just bombard the person with information.To make the person feel included and to establish a connection, stop and ask questions.We are thinking of scheduling a group meeting on the 28th.We're hoping to get all of the branch department heads together to discuss strategy for the next quarter.Do you have any ideas?
Step 8: During the call, take notes.
There are several benefits totting things down as you talk to someone.It can help you listen to what the caller is saying.If you need to report the call to someone else, you can use it as a record.
Step 9: Clarify any follow-up actions that are necessary.
Make a note of the information you need to get back to the person.If you need the person to help you get back to you later, make sure they understand this.Before you end the call, make sure to mention this.For example, Karl, I'll check with our suppliers about a timeframe for delivery, and get back to you on that, if you can check your schedule.
Step 10: Speak clearly and smile at the same time.
When you have to make an important call, it's easy to feel anxious.The call won't be successful if you talk too fast or mumble.It's a good idea to breathe naturally while you're talking.Even if the person can't see you, smiling will help you sound more natural.
Step 11: Ask the person to put them on hold.
If you have to do either of these things, you should ask if it's okay first.They don't have time to hold if they want to be transferred.Say something like "Liam, is it okay if I put you on hold for a moment while I check with Christine about that?"You can use the phone's hold feature if you have to put someone on hold.Don't leave the line open.If it's going to be a long hold, keep an eye on the person.When you pick up the phone again, thank you for waiting.
Step 12: Tell the person you don't know what to look for.
The person may ask about something that you don't know the answer to.Don't freak out if this happens.It is a dead end to simply say I don't know.If you promise to return a call, keep that promise.
Step 13: Thank the person for their call.
It's nice to thank the person for talking to you.It's important to end with something like "Thanks so much for talking with me."People will remember these little gestures.