What is your caller journey like? When you’re working to attract new buyers and sellers, impressions matter, and the first seconds really count: research shows people judge someone’s trustworthiness within the first 500 milliseconds of hearing their voice.
So, what impression do you make when a potential client calls you for the first time—or even before? Here are six important telephone touchpoints to consider:
Telephone number - Is it easy to find? Clickable? Include your number on every page of your website, and aim to make it clickable so mobile users can reach you with a quick tap.
Before the answer - Answering within the first few rings is ideal. If calls ring too long, potential clients might hang up.
The answer - Do your callers reach an impersonal voicemail box, a confusing automated system, or a live voice? A cheerful, live person ready to help will make a fantastic impression.
Greeting - These are the first words many your potential clients will hear from you. Make them count! Adding these three elements will make your greeting stand out.
Your voice: tone, pace, and enunciation - You're great at WOWing buyers and sellers in person, but over the phone, voice is all you've got. To ensure a friendly, upbeat tone, try putting on a smile before you answer. Callers can hear the difference! Make note of your caller's pace and respond accordingly. Fast talkers may be in need of speedy help, and slower talkers will appreciate a laid-back pace. And no matter how rushed you may be, take care not to mumble. Aim to replace mushed words with their fully-pronounced alternatives.
Skip gonna, kinda, coulda, shoulda, wanna
Stick with going to, kind of, could have, should have, want to, etc.
Your “yes” - When you have the opportunity to tell callers what they want to hear, show your enthusiasm! Instead of “yeah” or “okay,” try these on for size:
I’ll be happy to!
Need a hand creating a great experience for your callers? The customer experience experts at Ruby® Receptionists can help you get there—for a fraction of the cost of an on-site hire. Plus, ActiveRain members receive a lifetime 5% discount on Ruby’s monthly plans! Learn more at www.callruby.com/activerain.