Top 10 Tips for all Incoming and Out Going Calls

1. Answer the phone on the 2nd or 3rd ring
2. Use the right Tone of Voice as your tone creates an image of what you and your company are like
3. Smile while you answer the phone
4. Acknowledege the caller's question or interest
5. Always establish Rapport
6. Introduce yourself by giving them your Name then ask for theirs
7. Take control by Asking Questions and Listening
8. Answer a question with a Question
9. Establish what they Need and Want
10. Always obtain the Name, Mobile, Work and Home phone numbers, the Results they want, Time and Date of the appointment and the Source of the enquiry