Telephone Etiquette
Proper Telephone Etiquette is more important than ever in today’s business environment. Much of our business communication takes place on the phone: in the office, at home, in the car, virtually anywhere. In this area, proper phone technique can make or break deals or relationships The following are some guidelines to help you use the phone as a powerful tool.
First is the greeting. When answering the phone for business, be sure to identify yourself (and your company, if applicable). (8) Thus, the other party does not think they have reached a wrong number.
Use proper phone etiquette from the start. You want to be sure to be polite to the gatekeepers i. e. secretaries, receptionists etc. that answer the phone for your business contacts, as they are the ones who have the power to put you through. They may sit outside the office, but they too have influence and power so a greeting such as "Good morning" is important. (9) Some business relationships, especially in fields like sales, start or stall right at the front desk.
When you have reached the party, if your call has been expected, remind them of the prior conversation and appointment. People get busy and can seem surprised until you remind them of where they should remember you from. (10) Calling unannounced is much like dropping in and you shouldn’t overstay unless invited. If the other person does not have time, briefly state the purpose of your call and ask for an appointment to follow up at a later time.
Have a phone diary. Keep a pencil and pad near the phone and jot notes during phone conversations. This will help you actively listen and have a reference for later. (11) This lets the other person know that you care about what they have to say. Recap at the end of the call, using your notes, and repeat any resolutions or commitments on either side to be sure you are both on the same page.
End the call on a positive note by thanking the other person for their time and express an interest in speaking with them again (if that is true). (12) A gracious goodbye leaves the door open for further communication and in this day of mergers and acquisitions you never know with whom you will be doing business with in the future, so burning any bridges, or telephone lines, would be unwise.

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