THE VOICEMAIL ADVANTAGE

By Christine Lazuk*

When's the last time you talked to a real person on the phone? At home, it's the answering machine and at the office it's the voice mail system.

Most salespeople have a love-hate relationship with voice mail technology. They want their message to reach the individual they have called, but are often frustrated and at a loss for words when asked to leave a message on voice mail.

Does it seem that it's getting more and more difficult to reach someone over the phone? Statistics show that the average salesperson makes 1,860 phone calls each year, but only 25% of all calls are completed on the first try.

More and more companies are replacing telephone operators and receptionists with voice mail systems. So it's important to recognize how voice mail can be used as a marketing tool and to assist a salesperson close a sale.

Used effectively, voice mail can improve communications, eliminate telephone tag, and improve customer service.

According to Nancy Friedman, a business consultant in customer service and telephone skills, a positive attitude and preparation are the key ingredients in using voice mail to your advantage. To get the most out of voice mail, she recommends that individuals follow these guidelines:

1. Be prepared to leave a detailed message. Plan what you want to say before you call. Realize you may have to leave a message; then you'll be ready to do so.
2. Speak clearly and slowly. Make a deliberate effort to speak slowly. It's easier for the person you're calling to understand your message.
3. If you are asking for information, leave a concise message spelling out your request. Just because you know what you want, doesn't mean the person listening to your message will automatically understand.
4. Leave referral names and mention mutual business associates. Remember, you want your message to stand out from all the rest.
5. Always ask for a call back, day and time. You don't want your message dismissed.
6. Never leave bad news on voice mail. Remember what happens to the bearer of unpleasant news. You may not lose your head, but you could lose the sale.
7. Mention your name and phone number at the beginning and end of each message. By beginning and ending with your name and telephone number, it isn't necessary for the person to replay the message.

Remember, the secret to getting the most out of voice mail is to assume that you will be leaving a message whenever you make a call. This way you will never be unprepared.

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