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Test Your Telephone Effectiveness - Find Out If Your Phone Practices Are Winning Or Losing Customers
By Jeff Mowatt
Test your Telephone Effectiveness
Find out if you're practices are winning or losing customers

If your customers aren't impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition. So, your telephone skills can have a significant impact on your business and your career.
To find out how you and your co-workers are perceived, take this telephone test. While you're at it, have a friend make a “mystery call” to see how your fellow employees measure-up.

1. How long does it take you and/or your switchboard operator to answer the phone?
5 rings or less
b) 3 rings or less
c) under three rings
After 2 rings, callers are wondering what's going on. Your should be answered in-person by the second ring or by your voice-mail system by the 4th ring.

2. Do you answer your with any of the following?
“Hello.”
“(Company name only)”
“(last name only)”
“Good afternoon, this is (your full name), how can I help you?”
All of these greetings have flaws. A, B, and C are too abrupt and don't provide enough information. D is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus it forces you to check the clock to see if it's before or after noon. A better greeting is, “Thank you for calling ABC Company. This is John.” If you are taking a call that's transferred to you, then always identify yourself as you wished to be addressed. Whether you choose to identify the department is optional.

3. Have you ever said, “Please hold” to a caller?
yes
no
Never put a caller on-hold without asking for their permission, and then waiting for their response. Putting customers on hold without their consent is a sure-fire formula to lose customers.

4. How long does it take a person on hold to become annoyed?
a) 2 minutes
b) 30 seconds
1 minute
17 seconds
Studies show that after only 17 seconds, callers on hold become annoyed. The exception is when the greeter explains why the caller is being asked to hold and provides the estimated time required. Knowing beforehand how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellular callers. Another option to prevent frustration is to offer the caller the option of either holding or hanging up and having their call returned within a brief, specific time period.

5. When you're talking on the while a visitor walks in, who gets priority?
a) the visitor
b) the caller
The person who made the effort to show up in-person gets priority. That means you need to

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