Get the Name, Rank and Serial Number

Published: Apr 9, 2004

Application

Develop the habit of always getting a caller's name and, if possible, the person's title or function at the outset of any conversation. What's wrong with this? They usually ask for your name.

Most people neglect to say their name very clearly which allows you to say, "I'm sorry I didn't get your name." This buys a few seconds for preparing your writing materials.

It also sets the tone of the ensuing conversation a little more in your favor. It establishes you in a slightly superior position, especially if your request is delivered in an authoritative tone. This puts you in better control for asking many questions as the conversation continues. You become the interviewer instead of the interviewee. Visualize yourself as a person with a higher rank.

It is easier to get the caller's name at the outset, rather than later, should the encounter turn sour.

If you decide to play "nice guy" you can repeat the person's name in an affectionate tone. It adds a little authenticity for when you start applying your charm.

In place of the "serial number" try to get a phone number for your possible call back. This exposes a person hiding in an undisclosed location.

Stories

Stories from members will add great value to these maxims

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Outcomes

Remain in control of most situations.
Shorter incoming telephone interruptions.

Get the Name, Rank and Serial Number

Application

Stories

Outcomes

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