ITEC Paper 30: Ten Phone Skills to Increase Your Profits

Every tire dealer knows that properly handled incoming phone calls are critical to success. Whether your staff's phone communication skills are sub-par, above average or somewhere in between, there is always room for improvement. Proper telephone etiquette goes way beyond the usual hellos and goodbyes over the phone. It also includes using polite greetings, strong listening skills, not leaving customers on hold for too long and transferring calls appropriately. This session will cover 10 tips on how to improve your phone skills. After all, you never get a second chance to make a positive first impression.  Originally presented by Jody DeVere, AskPatty.com.