The Internet, instant messaging, fax machines, email, FedEx® are the principle tools for many businesses large and small.
But the most used tool, by far, is still the telephone. A great number of small town customers still let their "fingers do the walking" when they look for your business.
So, it's critical that you understand how important the phone is and how to use it to it's full potential in your business.
The Phone Is Conversation And Communication
The First Rule Of Using The Phone is to realize that you are having a conversation with someone. When you meet a friend on the street, do you talk to them in the same way you do on the phone?
Most people would say no. You are having a face-to-face conversation with someone. You are smiling as you are talking. Smile when you talk on the phone. Pretend they are right there in the room with you.
The Second Rule Of Using The Phone is that the person asking the questions in any conversation is always in control of the conversation. If the customer is asking the questions, they are in control. They have you on the defensive. You can't sell effectively until you regain control.