Do you give some thought to what is happening when you answer an incoming call from one of your customers?

Sales Professional

Robertsnanlewisnwehaveyerwinsheeldhullo.

Caller

Uh, hello, is this the windshield shop?

Sales Professional

Yathisizrobertsnanlewisnwehaveyerwinsheeldhowcanihelpyou?

Caller

I have an appointment Saturday to replace my windshield.

Sales Professional

Uhuh.

Caller

I need to confirm the time. I cannot remember the time.

Sales Professional

Justasecanilltranseryoutosomeoneelz.

Have you ever had an experience like that, where you call a number to find out some information and then cannot even tell if you’ve reached the right number because you cannot understand a word that’s being said? To the caller, the credibility of the organization is now in question.

The service image that you promote is just as important as the service itself. Even though the example above was not a sales call, you represent the company, and like it or not, the company pays you to promote their image.

The conversation should have gone like this:

 

Sales Professional

Robertson and Lewis. We have your windshield. How can I help you?

Caller

I have an appointment on Saturday, but I cannot remember the time.

Sales Professional

Let me pull up your record, sir. Can you please give me your telephone number?
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