Taking enquiries and selling products and services over the telephone has been a huge part of my life. Whether it was booking and confirming appointments for my photography studio or promoting educational products by telephone, or even conducting coaching calls my job has always involved being on the phone.
But I notice that a lot of people fear talking on the phone. I ran a business coaching forum recently, and about 50% of the participants told me that their greatest fear was taking telephone enquiries.
Now to me, this is quite alien. In all the businesses I’ve had, when the phone rings I have been excited to answer it, simply because there was a good chance that that call meant new business.
I am however these days seemingly in the minority, as so many people have told me that they feel nervous and uncomfortable on the telephone and often cut short a telephone enquiry with an offer to send a brochure or an email about the company’s services.
I gotta say though that I see avoiding or cutting short telephone enquiries as a huge missed opportunity. I don’t think there’s any better way to understand what your potential customer wants and to convey the unique way that your company can fulfil their needs than actual conversation.
What do you think?
Do you hate taking telephone enquiries? Or do you love it when the phone rings?
By Patrick Loke