As we continue to examine a superior customer telephone call, we look at the 2nd and 3rd tips: Determine the caller's need and respond to their needs.

I believe that some of our best lessons are learned through poor examples. Think about a phone conversation you've had recently. What went well, what should have been done differently?

In step two, you can really differentiate yourself from the competition, through the questions you ask, the tone of your voice and the ability to convey interest over the phone.

In your greeting, you've asked "how may I help you?"

It is now the caller's turn to talk. So listen to their question. I mean, REALLY listen.

"How late are you open?"

That's a pretty typical question, right? Are they asking just because they have nothing better to do? No. The reason they are calling, IS NOT to find out how late you are open. They are calling because they have a need: to make a purchase or to return something or for an answer to a question.

So answer the immediate question, but follow up with another open-ended question.

"We are open until 9pm tonight, what can I help you with?"

The caller will answer with further information to which you'll be able to respond.

Avoid using company jargon or technical terms over the phone. Your primary goal is to invite them into the store, so respond to their questions with benefit statements. Answer price questions with a range: "Our prices start at $x."