The Inbound Call Experience | Origin: AD106
This is a general discussion forum for the following learning topic:
Powerful Telephone Techniques --> The Inbound Call Experience
Post what you've learned about this topic and how you intend to apply it. Feel free to post questions and comments too.
Answering the phone must follow etiquette because it sets the first impression of our college. Politeness, clarity, professionalism are all reflected and influences the caller's perception and trust right off the bat. Your callers should feel welcomed, heard and respected, while the receptionist is gathering and relaying the important information to the appropriate person.
I have confirmed that the goal for each call is to get the student to visit the campus and I have been provided with strong questions that will help be built rapport and have a better understanding of each students goals and how we can help.
I learned what are the 7 Ps of telephone etiquette.
Remaining on the 7 P's of 'telephone' etiquette.
If you stick with the core presentation of the conversation guidelines, you won't turn yourself around and you will be able to get a rhythm down to a tee with conversation and engagement.
Build rapport while gathering information
I have learned that it is very important to connect with the student by building a rapport and using the 7p's of telephone etiquette.
I always try to build a rapport with my student from the start and i feel it is important to document this information for future reference if you have a later appointment scheduled or if the student is not ready and you may not talk to them for another month or two. Showing that you remember your conversation and took interest in the student shows that you care and are willing to help them which in turn builds trust.
It is important to engage with a student and use the 7 P's at all time as it will help you as we are dealing with students daily.
I learned that it is important to connect with the student and ask the right questions to build rapport. Understand their history, their current needs, give them options, and make sure you understand how best to help them.
I learned to ask more questions about the person to figure out what their needs are so then you can offer them an insentive based on what they need to get them to come in or sign up. I also learned to invite the buying committee
I learned the seven rules of telephone etiquette, which are the following:
- Prepared
- Present
- Polite
- Patient
- Personable
- Professional
- Proactive
I've learned the elements of the call, I've never seen it broken down this way. All of the elements are important in their own way and help build a meaningful call.
It is crucial that effective communication is displayed....using our ears and mouth within proper amounts we have 2 ears to listen more then talk (1monuth)
Being patient and listening to the other person on the phone will make a world of a difference.
Building rapport with customers is an important part of establishing trust and achieving successful results. Engaging with the 7 P's of communication can also enhance both the customer and representative experience leading to a successful result.
From this module, I've learned that genuine connection can be made through the phone if the necessary steps are followed.
I like the course, because it gives many tools to be able to provide a good experience on the calls we receive. It is very important to have the ability to start an excellent relationship over the phone, to do this we have to speak to prospects in a friendly manner, show them that we are here to help or guide them, listen to them carefully so that they realize that their needs matter to us, we must generate confidence, knowing how to handle the situation of each client, being empathetic, understanding and obviously always having a positive attitude.
I think the information regarding active listening is crucial in receiving a call properly. It's very important that we understand and get on the same level as the caller and give them our full attention to assist them to the best of our ability.
The importance of gathering information and building rapport. Also, sounding sincere and show you truly care about the prospect and you want to help.
