From the author: 9 simple rules for communicating on the telephone, allowing you to retain and increase the number of clients. How to conduct telephone negotiations Imagine the situation: an advertising agent, lighting a cigarette, and blowing smoke from his mouth, breaking through the noise in room, calls the director of the company. “Hello..., hello, can you hear me? We once agreed that I would call you about advertising on our television channel. Don't remember? You are still late for the meeting. This was last month. Do you remember? Fine. I now have some time, and I could discuss with you all the technical aspects: the video script, timing, form of payment. Are you busy again now? I will definitely call you later.” Here is a wonderful example of how not to conduct telephone conversations. It seems to be a business uniform, but: Who is calling? Who is he calling? Is it possible for the person on the other side of the line to be talking on the phone at the moment? What if you pulled a person out from under the shower? What do you think the director's reaction will be to such a call? Most likely, this will not only be an empty call, but also harmful to the business. So how should it be? Where to begin? The main thing at the beginning of a conversation is to create trust with the client, and then conduct the conversation in accordance with the purpose for which you are calling. To do this, we can offer 9 simple rules for communicating on the phone. Rule 1. PLAN YOUR NEGOTIATIONS. Before the conversation, think carefully about: a) a convenient time for the call and its duration; b) clearly define the purpose of your call; c) make a plan for the conversation. Think about the answers to the following questions: a) What are you going to tell about yourself and the company you work for? b) What questions are you going to ask the interlocutor to find out his needs and create the necessary motivation for a further meeting? c) What objections might be, and your possible answers? d) How are you going to end the conversation and arrange a meeting? Rule 2. GREET YOUR CROSS PERSON. Come up with several ways to say hello. Let you have different options for people of different genders and ages. It may well be suitable: “Hello”, Good afternoon”, etc. Rule 3. Identify yourself by name. Here are options that can be called extremely harmful and unsuccessful: “Guess who’s calling you,” “Don’t you really recognize me?” These questions create psychological discomfort in the other person. Put yourself in the customer's shoes and you will feel irritated. Don't be surprised if the client resists your suggestions after such a greeting. An unsuccessful idea could include the phrase “You are concerned about...”. After this phrase, the person on the other end of the line begins to worry. Try not to think about the lame monkey. Is it possible? The “not” particle is erased, and the second part of the phrase is perceived. You also become the culprit of this “worry”. Rule 4: KNOW WHO YOU'RE TALKING TO. The following options can be called unsuccessful: “Who am I talking to?”, “Who is this?”, “Who is at the machine?” And don’t try to guess: “Is this Ira? No? Tatyana Lvovna? No? And who then?” Or even worse: “Where did I end up?” To which there is a standard answer, said in an irritated voice: “Where are you calling?” You can come up with many different options, like “Can I talk to Alexander Sergeevich?” Rule 5. FIND OUT: IF THEY CAN TALK TO YOU. It is very important! It is possible that at this very moment your client is busy with a responsible and important conversation for him. Or your conversation is inappropriate at the moment for some other reason. Remember, if you break this rule, you may lose your client forever. Your deal didn't go through. Your conversation was actually crumpled because the client could not tear himself away from more important matters for him. Rule 6: CREATE A VOICE MATCH. You must speak slowly, calmly, loudly, clearly, and without an accent. Emphasize especially significant words with your voice, change the intonation. Use short messages: i.e. one sentence - one thought. Remember/