Outgoing Telephone Calls

Published: Apr 2nd, 2004

Application

The standard advice for managing outgoing calls is batching. Batching means selecting the best time(s), gathering your list or documents for a group of calls and then making the calls one after another. Batching helps you to maintain a sense of urgency with each call because there is a limited amount of time for completing the batch.

Cellular phones have aided in this activity. You can call or receive calls while waiting or travelling, this lessens the number of phone messages awaiting your return to your office.

Another technique for people with a high volume of outgoing calls is the use of a Planner or a Flowchart.

The planner can take on many forms:

Some scribbled notes on a blank sheet of paper including an outline where you organize spaces for time/date and the usual who, what, where, when, why and how.
A photocopy of a relevant document that can be scribbled upon with impunity.
A formal plan sheet that is kept handy. Printing it on a distinctively colored paper will help prevent it from being misplaced amid other documents and will help with your retrieval from its storage area. The boxes or ruled spaces can be in the form of a flowchart.

The flowchart can be a complex "what-if" diagram. You write in what you are going to say or ask and draw lines to what you want to say for various anticipated responses. For instance, you have a box which has: "Have you heard of this product or service before?" Then your flow lines go to what your target might say such as: (a) "No," (b) "I've heard something about it," or (c) "Is that the thing I've seen on TV?"

There could be a simpler set of topics or sequences including time/date, background information, call objectives, and strategies. Phrases for opening remarks, appeals to be stressed, supporting illustrations, reminders to relate to the customer's needs, features, benefits, handling objections, closing pitches and follow-up arrangements.

Stories

Planning rewarded

These call planners have been used for cold sales calls, organizing committees and dealing with bullies. The extra work has always been well rewarded.

Submitted by: NephewGerry

Outcomes

A good planner document can overcome procrastination or fear.
The target who cannot see your planner will be impressed with the clarity of your thoughts.
A record of outgoing conversations can be a valuable reference.

Outgoing Telephone Calls

Application

Stories

Planning rewarded

Outcomes

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