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Phone Quiz, How do you measure up?
2007-09-19
Note: This Phone Quiz was written by Maurice Maio, president of the Maio Success Systems. Maio specializes in helping businesses with flat rate pricing, telephone answering techniques, Yellow Pages ads, and tech training. More than 20,000 people have attended a Maio Success Seminar. For information on Maio's flat rate system, products, services, seminar schedule, or a free catalog, call 800.344.6246 or visit his web site at www.maiomarketing.com.
Answer "yes" or "no" to each question.
- Do you use a script for call takers?
- Do your calltakers avoid quoting hourly labor rates or prices for jobs?
- Are call takers prohibited from eating and drinking in the telephone answering room?
- Do call takers record where the customer found the company's name and phone number each time he/she calls?
- Do call takers answer on the second or third ring (not on the first ring)?
- Can your call takers provide ten reasons why they must put the customer on hold, should it be necessary?
- Have your call takers memorized an effective response to "how much?"
- Have your call takers been trained to handle objections in a standardized and effective manner?
- Do your call takers speak to prospective clients while looking in a mirror?
- Have your call takers been trained in the proper use of their tone of voice?
- Do your call takers keep callers on the telephone a minimal amount of time — two to three minutes?
- Are your call takers aware of approximately what percent of words spoken over the telephone are heard and understood by the typical caller?
- Can your call takers maintain control of the call in all circumstances?
- Do your call takers know what to do with long winded people?
- Do your call takers know how to handle someone who is angry?
- Can your call takers handle several calls coming in at once?
- Can your call takers explain how flat rate pricing benefits the customer?
- Do your call takers know how to direct the caller's concern away from price?
- Do your call takers explain how a diagnostic charge works?
- Can your call takers give ten reasons why the customer should use your company?
- Do your call takers know the key piece of information they must get from callers as soon as possible to close the call?
- Do your call takers respond properly to detailed directions offered by callers?
- Do your call takers know the proper way to ask the caller's name?
- Do your call takers know which questions to ask about media advertising that increases the customer's confidence in the company?
- Do your call takers know how to quickly and effectively handle calls from tenants?
Scoring your responses
Take the number of answers you marked "no" and multiply it times four. Subtract that number from 100 to get your percentage score. For example, if you marked eight answers "no" subtract four times that or 32, from 100; your score would be 68%. If you scored less than 80%, your profits may be suffering as a result of your call taking procedures.
