Making the most of telephone enquiries

By Linda Julian

Efficiently and effectively converting telephone enquiries  -  from both prospective clients and established clients  -  into real, live files is a key competency for every professional.

The rules are simple:

• listen intently  -  give the call your full attention
• make notes
• let the enquirer say his/her piece
• find out what stimulated him/her to call you at this point
• ask the enquirer how s/he thinks you maybe able to help
• establish how important and/or urgent is the issue to the enquirer
• briefly run through the path forward you propose
• agree the next step  -  or "where to from here"  -  so there's no doubt.

Opportunities presented by telephone enquiries are far too valuable to squander  -  make the most of them by following this simple protocol.