My mentor once said
that "The moment you press the Auto-IN button on your deskphone and a call
comes in, you 're already affecting the customer". So it holds true that
as soon as you said your opening spiel, you are giving your first impressions
to the customer.
A sloppy beginning
always turns out to be a horrific ending. You don't want passing escalations to
you SUP all the time, don't you? Here are tips to doing it right the first time
on your opening spiel.
- Do it Alive and Kicking
I
looked up the meaning of Spiel in a dictionary and found it to be a superlative
of two supporting adjectives. 'twas defined as plausible
glib talk. Plausible defined as reasonable, truthful and valid while Glib as artfully persuasive. To add life to an
artfully reasonable persuasive talk, mixed it an energetic emotion for it to
become effective.
- Practice the spiel without any error
If
you spilt it out with a mispronounced word, wrong intonation or wrong
information. You're at a loss in making a good impression.
- Do not over-indulged or don't sound sexy
Some
agents tend to over engaged by enunciating the spiel in a sexy manner as
talking like in a phone sex, this is a big no no. Make it snappy and engaging.
- Be Consistent
As
the shift moves on to the next legs, your voice is wearing out, your enthusiasm
is exhausting. But your opening spiel should never waver in saying it out loud
with consistency and persuasiveness.
- Do it with a smile
This
should come as natural as you could. Let the customer feel on the other end
your welcoming him with a smile. Believe it or not, a smile is contagious even
on the phone. ;)
-mac