What you never want to do, even if it’s true, is to pick up the phone in a manner that makes the potential customer feel like they have disrupted your day. We touched on this but I want to make sure that you understand that answering the phone with a huge breath taken in means that you will have to exhale just as big. This is the biggest clue that you really don’t have the time for this. What you’re saying is that you have other work to get done, other customers demanding your attention or money to be deposited and they have the nerve to call you now? Are they crazy?
You need to check yourself before you wreck yourself. Never have these words been truer than when you are answering your phone. Practice how you answer your phone, look in the mirror. Men especially have a deep voice and can come off gruff or bothered. You really need to tone it down and concentrate on sounding interested and committed to meeting the needs of the person on the other end of the line. This should be true as it applies to your current customers as well. Be patient, compassionate and listen. The purpose of answering the call isn’t to find the quickest way to get them off the phone so that you can get back to whatever it was you were doing. The purpose is to secure the sell or comfort your current customer. What’s ailing their car? And how can you professionally recommend a course of action to go and see their car? You’re the answer guy. This potential customer is depending on your expertise to guide them to their next action.