If you’ve read any of our previous posts then you know here at Service Reign we call quite a few bike shops. This means we experience the countless ways shop staff handle incoming phone calls. Most answer in a friendly manner, but many do not. This brings us to Service Reign’s Actionable Tip for Retailers - #6: How To Answer The Phone.
All incoming calls should be answered with enthusiasm and a friendly tone. Even if you are having a bad day or just had to re-cable a triathlon bike with internal cable routing, the person calling you has no clue what you are going through. Before you answer the call, take a deep breath and put on your happy face.
When your staff answers a call they should clearly and happily state the name of the store, their name and ask, “How can I help you?” Doing this quickly accomplishes three things. 1) Customers know they called the right number. 2) Customers know who they are talking with. 3) Customers are calling for a reason and asking how you can help gets right to the point.
Train you staff to understand every incoming call is a chance to earn a new customer, make a current client happy and put more money in your cash register. The person calling your store could be new to town and looking for a shop to frequent. Answering the phone in a gruff, monotone and annoyed way is just plain bad for business.