Set the Stage for Success
Listen Actively
- Demonstrate attentiveness and empathy through your responses.
- Allow the customer to speak without interruption.
Master the Opening
- State the purpose of the call clearly to establish direction.
- Use appropriate pausing techniques:
- For outbound calls: Pause after stating the purpose.
- For inbound calls: Move directly to "Facts on the Table".
Control the Conversation
- Be prepared for each call to maintain control and show professionalism.
- When dealing with suspicious voices, answer one question and politely ask yours.
Avoid Common Pitfalls
- Maintain a business-like tone, avoiding overly casual language.
- Speak at a moderate pace – neither too slow nor too fast.
- Project confidence, especially when discussing financial matters
Remember
Each call is an opportunity to assist a customer with their financial situation. Approach every interaction with care and readiness.