Effective Techniques for Telephone Interviewing & Marketing Purposes
If your job entails interviewing people on the phone or marketing products or services on the phone, you'll need to learn effective telephone techniques. While this entails some common-sense basics, like being friendly and polite, it also requires some lesser-known ones, like the 80/20 rule. However, knowing how to make the most out of phone conversations with interviewees and current or potential customers will ensure you get the results you want.
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Basics
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Think about how you like to be treated on the phone, then make an effort to treat others that way. Start by greeting the call recipient and introducing yourself. Introduce your company as well and the purpose of your call. Don't launch into a sales pitch or barrage the person with questions right off the bat. Instead, show respect for the person's time by asking whether you may take up X amount of time to ask a few questions first.
Motivation
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You're calling someone and taking up his time, so you have to give him a reason to want to remain on the phone. An engaging and fun phone personality can go a long way in motivating people to stay on the line long enough to be interviewed. Smile as you talk into the receiver; believe it or not, it makes a difference in how you sound. Additionally, explain why the person will benefit from giving you some of his time. Some such reasons could be an improved product or service or a chance to win some token of your company's appreciation.
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Open-Ended Questions
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People can quickly become bored if all they do is say "Yes" or "No." To avoid one-word answers, ask open-ended questions. For instance, a close-ended question might be "Are you satisfied with our product?" while an open-ended one may be "Why do you like our product?"
80/20 Rule
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The 80/20 rule is a basic interviewing principle that states that you should listen 80 percent of the time and talk 20 percent of the time. Accordingly, avoid long speeches and explanations. Be concise in what you have to say and provide the call recipient as much talk time as possible. This will keep the call recipient engaged and give you the most information possible.
Considerations
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Thank the person for her time; after all, she didn't have to give it to you. Tell her how her responses will be used. Lastly, ask if there's anything else she wants to add before the end of the call. This shows that you value her opinions and insights.
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References
- Photo Credit woman talking on cell phone / mobile phone image by Katrina Miller from Fotolia.com
