Make sure that the person answering the phones
is trained and skilled; don’t relegate your newest staffer to the phones.
Nothing is more important than phone calls requesting information. Nothing.
When callers hear “I’m new here, so I really don’t know the answer to your
question,” they immediately lose confidence in your abilities as a caterer.
Think of it as going into a restaurant that
has a “Chef Wanted” sign in the window. The goal of the person answering the
phones is to gather information, qualify the shopper and then to get them to
the right salesperson in a timely fashion. The only professional way to do this
is to have the person answering the phones follow a well-written script. This
script needs to be used every time the phone rings and followed closely.
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