Phones don't kill businesses. People do.


Phone Training
Phone Training
Phone Training
Phone Training

This man...
just hung up on you because you took too long to answer the phone. He’s giving his money to another firm.

This woman...
just hung up on your firm because the person who answered sounded bored and disinterested. She’s someone else’s customer now.

This woman...
is so exasperated by the way you or one of your people talk and interrupt she’s telling everyone she knows that you’re an idiot. She’s doing you harm.

This man...
can’t believe you could let someone who doesn’t know anything about your business answer your phone. He’s making someone else rich.



7 home truths about your phone – how much it is costing you to have you and your people answer it badly and how easy it is to get you and your people to answer it right!



HOME TRUTH #1. YOUR PHONE IS PROBABLY KILLING YOUR BUSINESS
I’m convinced most organizations stink at telephone etiquette, telephone sales and telephone service.

‘Hey!’ you holler. ‘Can you support that outlandish assertion?’

I can. I’ve been observing the way people handle the telephone since 1982 when I first got serious about sales and customer service.

HOME TRUTH #2. ODDS ARE, YOU ARE LOSING HUNDREDS... MAYBE THOUSANDS OF DOLLARS
I know this much... If an employee or family member stole just $10 from your petty cash tin you'd drop right out of your tree and demand justice. You'd cut sick. You'd go right off. You'd have a herd of herefords – not just a cow. Yet here you are calmly reading this while I'm telling you your employees and family members are robbing you blind of hundreds maybe even thousands of dollars because of the way they answer your phone and you're probably thinking about clicking off this page and going to get a cup of coffee.

SO BY NOW YOU EITHER THINK I'M AN ARROGANT *(}&^*#^% OR I'VE HIT A NERVE
So now those readers who didn't like what they just read are gone I can speak plainly to you and really get down to it.

I'm sick of pussy footing around the topic. I am an expert on phone use-less-ness and I'm telling you it's a plague and if you have any sense of urgency about this at all you will get the whole package of what I am offering and rescue yourself before it's too late. ORDER YOUR SOLUTION NOW AND SAVE YOURSELF THE PAIN OF READING WHAT I SAY ABOUT YOU FROM HERE ON

I'VE HEARD THE WORST OF IT
So how come I make these claims with such bravado? Since 1983 I’ve recorded thousands of telephone conversations for my clients, I’ve spied on hundreds of others for their opposition. I’ve sat with receptionists at the busiest hours of the day. I’ve conducted polls, I’ve listened in on service desks and call centres. I’ve written three video training packages and several audio packages and sold them to the top banks and insurance companies, conducted hundreds and hundreds of seminars and run dozens of teleclasses. I’ve assessed people on the telephone in Australia, USA, UK, New Zealand, Canada, and about 30 other countries all over Europe, Africa, and Asia.

Believe me.

People stink at the way they use the telephone. Etiquette? It barely exists. Ability to make an appointment or close a sale? Or even trying to understand what the caller wants? It's all gone the big Bye Byes.

And you can't afford to have that happen in either your big corporation or your small home office.

HOME TRUTH #3. NO-ONE CARES HOW MANY CUSTOMERS OR HOW MUCH MONEY THEY ARE LOSING
Hardly anyone gives a hoot about it. The universal qualification to get a job answering the telephone in any government office, small business or major corporation seems to be that you have to sound like a number one snooty prat or the village nincompoop. And that’s not fair because most people who answer the phone really want to do a great job, but without being trained in great phone skills, how can their bosses expect them to be great on the phone? Just having a pretty face, or product knowledge or high qualifications or even a high IQ means diddly when it comes to getting the phone right. It takes training – but not much. Admittedly more than you've done, but still it doesn't take much.

Before you go on, think about this. I asked some tyre retailers to tell me the value of a full set of tyres and a wheel alignment. Knowing that most customers phone for a price or booking before coming in I asked them what it would mean to their bottom line if they converted just one more call to a booking every day. Guess. It was in excess of $150,000 a year. I then proved to them that they were botching on average up to five calls every day. Hello-o-o-o-o-o! Can anyone hear $750,000 swirling down the toilet?

So what is a phone call worth to you if it's answered properly? What's it costing if the phone is botched?

HOME TRUTH #4. YOU CAN FIX YOUR PHONE ETIQUETTE – IF YOU CARE TO – AND IT'S NOT HARD

Great_phone_skills_pack
The Great Phone Skills CDs and e-Book are the best way I know to fix your phone culture. The only other way is to hire me to walk around your office slapping everyone upside the head for their slackery on a minute by minute basis all day, every day.

audio
Listen to samples from the CDs


ORDER NOW and you will get 4 Bonus Interviews as MP3 download files to make your phone ring off the hook so you can use your new Great Phone Skills and cash in. Click here to see how Great the Four Bonus MP3s are.
bonus








A SAMPLE OF WHAT COMPLETELY HAPPY USERS SAY...
You asked me if the Great Phone Skills CDs have been effective when you complimented me about our receptionist, Linda, and I must say that the improvements in Linda's telephone technique is a direct affect of your CDs and my commitment to training exercise excellence. My whole office telephone manner has been improved I have to recommend the easy learning style you use so well. Your words, "I heard you distinctly and clearly on the device Mr. Bell" still ring in my years! Alan Wetton, LJ Hooker Maryborough.

YOU MIGHT NOT YET BE SO LUCKY
I pick up ten new examples of ridiculous phone use every day. There are oodles more examples on the great Phone Skills CDs and if they weren't so tragic they'd be quite a good laugh. Here's one from this week.

I called a client on her mobile phone in her car. She said she was only minutes from the office and we could talk on the land line if I called back. I waited and called the office. The receptionist said my client was on holidays for two weeks. I said, ‘Well I just spoke to her and she has just walked through your front door.’ She said, ‘Well it says on my board that she’s away till Friday week. OK?’ and she hung up! I called my client’s mobile again and told her the story. She said, ‘She’s a bit of a worry, that one. We’ve always had trouble with her but what can you do?’

‘WHAT CAN YOU DO?’ SHE ASKS.!!

THAT’S NOT ACCEPTABLE! (Yes I am shouting)

SHE COULD ORDER GREAT PHONE SKILLS NOW AND HAVE THE WHOLE SITUATION FIXED IN TWO DAYS!

She’s had trouble with her receptionist for years yet she has done nothing to fix the problem – that’s N.O.T.H.I.N.G. – zip – zero – dada. I can’t bear to think of the anguish, time, money and customer relationships she could save if she just spent a few measly bucks on the Great Phone Skills CDs and the Great Phone Skills e-Book and ran the internal admin team through them. Don't be like her. ORDER YOUR SOLUTION NOW AND GET $1,000 WORTH OF RECORDINGS FREE.

HOME TRUTH #5. MAYBE YOU'RE THE PROBLEM! YIKES!!
Are you, my reader, anything like that manager? Could you be included in the category of managers and owners who put up with sludge and do nothing about it. May I dare to suggest that you might even be part of the problem and not even aware of it? I wonder if we recorded you and sat together and played you back to you, if you wouldn’t be more than a bit horrified and embarrassed about the way you manage yourself on the phone. Most managers I do this for go into hyper shock when we calculate together how much money they have been losing by not being good enough on the phone.

These are tyre retail franchisees, radiator repairers, white goods retailers,
chiropractors, real estate agents, insurance brokers, mortgage brokers,
share brokers, shipping agents, lawn mowers, lawyers, accountants
all of whom thought they were it and a bit at business
but discovered that they were their own worst nightmare and have
been mortified to learn that they have personally blown
tens of thousands and their employees have robbed them of between
$50,000 and $250,000 a year
JUST BY INNOCENTLY BEING STEADILY AND QUIETLY CRUMMY ON THE PHONE!!

How can I say that with such boldfaced confidence?

Because I’ve observed this hundreds and hundreds of times with the same result. But I’m telling you now; you can do something about it. You can become a phone fanatic – just like me and make more sales, keep more customers happy and work magic on your internal phone etiquette. It will take only minutes to fix. Listen and read and you will be an instant convert.

The principles in Great Phone Skills apply to every area of your organization.

HOME TRUTH #6. "GREAT PHONE SKILLS" IS THE RIGHT ANSWER
Great Phone Skills: The right answers for retail:

Did you know that in some categories shoppers will phone more than five businesses before deciding to buy? You’ll probably say like most of my trainees do that the miserable blighters are just fishing for the best price.

Well not so. Polls show that callers will continue to phone (price and availability being equal) until they find someone whose voice and manner gives them a feeling of likeability, trust and genuineness.

Great Phone Skills CDs and e-Book will give you the skills, training and standards to teach your people how to make shoppers stop calling when they get to you and in time to be the only place the shoppers call at all. Imagine the pride and satisfaction you’ll get out of that!

And forgive me for mentioning it again but I want you to know that the four FREE MP3 downloads you get with your Great Phone Skills CDs and eBook will set your bank manager’s head spinning and get your retail business humming if you only put 1/10th of the ideas into practice.

Great Phone Skills: The right answers for service:

Do your people have to call customers and make appointments, arrange deliveries or collect missed payments? Unless they have Great Phone Skills they will only do it painfully badly.

When owners of your products or service call your organization for service help you want them bragging and gossiping to their brothers in law about how fabulously clever they were for choosing to do business with you.

You want that wonderful free word of mouth thing happening in your favour – not working against you. You need short hold times, no run around, no fobbing off from person to person and no-one saying they don’t know the answer. No-one deferring to the manager because they haven’t got the brains to handle the question properly themselves.

Great Phone Skills: The right answers for angry callers:

Most angry callers are just momentarily annoyed nice people. They get upset over misunderstandings, miscommunications and mistakes. They just want someone to hear them out and come up with a solution and to come up with it fast. Then they will go back to being nice again.

They really don’t want to be mishandled, messed around and muddled. That’s when they become temporarily insane and make your life really really miserable. Isn’t that what you do if you get a flea in your ear and someone doesn’t fix your problem quickly, efficiently and pleasantly? Sure you do. And you know how easy it would be for someone to make your life happy again if only they had Great Phone Skills.

The tragedy is very very few phone answering people have the skills, nouse or training to calm angry callers on the spot. You probably haven’t got many where you work.

Great Phone Skills: The right answers for a healthy internal culture:

One of the biggest causes of despair and depression apart from the big two: money and family life – is relationships and satisfaction at work. Nothing is more frustrating to employees than having to deal with mongrel team members who have no manners and no mind to be cooperative as if they really are playing on the same team. Those people come to work to be adversarial just for the sheer sadistic pleasure it seems to give them.

I know about this topic too by the way. I have built an entire year long culture development program about it called Character Works. We find that those character qualities show up first in the way people treat each other on the phone. Great Phone Skills reflects the need for good character qualities like hospitality, patience, generosity, creativity and personal responsibility.

How would it be if every person who handles a phone internally could do it with charm, grace, good manners and joyfulness?
You’d create tranquility, contentment and pleasantness in a matter of days. Silos would fall over. Walls would come down. You’d start to become an employer of choice. You could sleep at night.
ORDER NOW AND PUT YOURSELF OUT OF YOUR MISERY

YES. GREAT PHONE SKILLS HAS THE RIGHT ANSWERS
And you and your people will have the right answers too when you wrap your ears around the double CDs and focus your mind on the e-Book.

But perhaps I am running ahead of myself.

You might think your culture and sales and service is not really as bad as the picture I am painting. Maybe you’re even a little offended at my suggestion that things are worse than you thought they were. After all the person answering the phone might be your daughter, your partner or your best friend and you might be taking umbrage at my suggestion that they have no brains. Well you have to forgive me for overstating the case in my enthusiasm for you. I just want you to be happy about the way your phone works.

I might be wrong in your case and if I am I apologise but in so saying let me offer you this challenge.

HOME TRUTH #7. ONLY DO THIS IF YOU'RE PREPARED TO SCARE YOURSELF WITLESS
Want to give yourself a fright?

Go to a friend's office and sit by a loud speaker telephone while your friend phones your business and asks for a quote and then tries to buy something that you know is out of stock.

Do it on three or four separate occasions, asking for something different each time.

Now ask yourself these questions and be brutally honest.

  • Was the tone bright and enthusiastic?
  • Was there a prolonged 'hold' time?
  • Was there a 'can do' attitude?
  • Was there the feeling that you were in safe hands?
  • Was there any attempt to close the sale?

If not, you need to do something about it before you frustrate any more customers and see your business flushed down the drain. We know from first hand client successes that you can literally double your sales JUST by improving your telephone skills.

So why wouldn’t you get the whole solution now?

In 5 minutes you could be enjoying the start of your bright new service culture. ORDER RIGHT NOW AND YOU'LL GET THE E-BOOK AND AS SOON AS YOUR PAYMENT GOES THROUGH AND YOUR CDs WILL BE IN THE POST TODAY We take Paypal or Visa or Mastercard.

NOT YET PERSUADED?

Here’s what you’ll read and hear...

HIGH QUALITY RECORDING – HIGH QUALITY TEACHING STYLE – HIGH QUALITY CONTENT
This is a studio recording of the highest quality. You will not be listening to a cheap home made recording of someone’s scungy teleseminar recorded off Skype with cat meows and canary tweets in the back ground. There are a dozen voice actors and tons of sound effects to make the lessons easy to listen to and even easier to take in.

I used to sell less information than this in a video package in 1985 for $6,000. (if you're interested it was called T.A.C.T. – Telephone Answer and Call Techniques and some of the customers I can remember included NAB, AMP, SATISFAC, AAMI) Now you can get more and better information for 1/60th of that price. Yes. Only $198 gets you two hours of first class audio and a 58 page A4 book tightly packed with real information and advice anyone can follow.

  • Turn enquiries into sales with these simple no-nonsense telephone tips – examples and ideas included
  • Turn angry callers into lifetime friends
  • Turn your mobile phone into a PR machine

  • 7 Reasons why your organization must become flawless on the phone.
  • 6 Rules you can't neglect if you don't want to lose another customer.
  • 5 Guidelines to get a mindset that treats angry callers as welcome guests.
  • 6 Rules to manage angry callers with no stress.

Great_phone_skills_pack


So if you still need convincing (and I can't believe that) look at the BONUS recordings worth $1000 I am going to throw in for nothing.
Samples
Go Back
Great Phone Skills CD Track List

audio
Click on the links below
to listen to samples.

CD ONE
1. Introduction to why the telephone is important
2. The Phone is the core of your business (incl. 'The Dark Side')
3. Water Heaters Demo
4. The Seven Fundamental Screaming realities of phone training
Reality No 1 - Your telephone is important
5. Reality No 2 - Your executives must set the example
6. Reality No 3 - Your people need to be trained
7. Reality No 4 - You are living in an informed market
8. Reality No 5 - You must take the time to get it right
9. Reality No 6 - You have to inspect what you expect
10. Reality No 7 - You will experience temporary inconvenience
11. Testimonials from satisfied users
12. Watson and Bell and the Six Rules
13. What was perfect about the perfect answer?
14. Rule 1 - Be Prepared
15. Rule 2 - Be Prompt
16. Rule 3 - Be Personal
17. Getting and using a name
18. When no name is given
19. A live call demonstration
20. Sam's Retreads and how not to do it
21. Sir, Madam, Luv, Darl
CD TWO
1. Review of CD 1
2. Rule 4 - Be Positive
3. Be positive even if you can't help
4. Rule 5 - Be Polite
5. Listen more – O.A.R.S. Listening
6. Tell more
7. Putting callers on 'Hold'
8. The absent colleague
9. Referring to another colleague
10. Handle it yourself
11. Rule 6 - Be Precise
12. Summary for handling incoming calls
13. Handling Angry Calls
14. Five Principles for handling angry calls.
Principle 1 - Angry calls cannot make you mad
15. Principle 2 - Angry People are just upset nice people
16. Principle 3 - Angry People are upset about one thing only
17. Principle 4 - Can't fight fire with fire
18. Principle 5 - Most angry people use emotional barbs
19. Thanks Rule explained
20. T - Thanks
21. H - Hold
22. A - Ask
23. N - Nurse it along
K- Keep to the facts
Sample Angry Call
24. S- Summarise
25. Swearing and abusive customers
26. Message Bank Messages

SEE? IT'S GOOD STUFF ISN'T IT?
And you've only heard a few minutes. There's two hours more here. Look at the section titles and see all the valuable advice and training I've packed into these CDs and the e-Book. Why just learning how to handle angry callers is worth about five times the price on its own. And you still haven't heard how to confirm an appointment, to clarify the customer's needs, to cut out telephone tag, to close the sale on the spot, to get the message straight first time... it just goes on!

ORDER YOUR SOLUTION NOW AND GET $1,000 WORTH OF RECORDINGS FREE.

CHECK THE BONUS MP3s. THESE ARE THE HOTTEST BONUSES I'V EVER HEARD OF.
Free MP3s
Go Back
Great_phone_skills_pack
IF YOU'RE NOT PERSUADED I CAN ONLY GUESS THE REASON IS MONEY
The only thing that could possibly stop you from getting your own Great Phone Skills CDs and e-Book is that you are not willing to part with $198. I can’t imagine why not. You could make that money back in one or two phone calls once you know how to do it right; making a sale, solving a problem, calming an angry caller, winning a new customer, heading off an internal drama. But let me twist your arm a bit.

SO I'LL GIVE < G.I.V.E.> YOU $1000 WORTH OF EXTRA MATERIAL.
It’s great to have Great Phone Skills and terrific telephone etiquette but to use them you have to get your phone ringing!

Don’t worry. We’ve got that covered for you. Just by ordering Colin Pearce's Great Phone Skills pack you will get $1000 worth of advice from four experts in the make-your-phone-ring-marketing-field for FREE.

I have recorded FOUR BONUS MP3s to make sure your phone actually rings for you and I will send you those as soon as your order goes through and they won’t cost you a cent. Each title is a recording of a conversation I had with an expert in one aspect of marketing.

The e-Book and FOUR BONUS MP3s will be on their way in seconds as soon as your payment clears. We'll also ship your CD pack today. We take Visa, Mastercard and Paypal.

ORDER NOW and as I say you will get 4 FREE MP3s; recorded conversations and interviews with four leading marketing experts – trusted friends and colleagues – not con artists and tricksters – which in themselves are valued at thousands of dollars if you ever managed to meet these people personally.


Here’s how the make your phone ring off the hook with these FOUR free great professionally recorded that come down the wire the instant you order your Great Phone Skills pack.

YOU GET FOUR VIRTUAL PRIVATE SITTINGS WITH FOUR LEADING EXPERTS
I have called in favours from four of my friends and business colleagues – people who have been my friends for years, but more to the point, each one is a serious heavy hitting expert in his or her marketing field – all of whom I use myself to make my own phone ring off the hook!

If you were to spend time with any of these gurus it would cost you hundreds of dollars per hour and to have them share their advice would cost you more than $250 dollars minimum each. I say ‘minimum’ because I know the real figure would embarrass you but trust me it’s worth much more than the value I’ve stated. Yet here they are, pushed to the corner, arms bent up behind their backs, divulging all their secrets to me in bucket loads so I can share their secrets with you. For nothing! No cost to you what ever. Secret upon secret, precept upon precept, tactic upon tactic, piled up, pressed down and ready for you to listen to over and over and over until your ears bleed or you get it – and do it!

BONUS RECORDING #1 – MAKE YOUR PHONE RING OFF THE HOOK WITH GREAT BROCHURES AND LETTERS

Jerry Crockford

I interviewed expert advertising copywriter Jerry Crockford, CEO of Crockford Carlyle in Brisbane, about how he makes his clients’ phones ring off the hook with mail campaigns and brochures and he tells you how to do it yourself. Yes. Snail mail still works. Jerry makes his own fortune from doing this for his clients but because he’s my mate he’s recorded his best advice for me to share with you and you get it for nothing.

JUST GO AHEAD NOW AND ORDER AND GET THE ADVICE FROM JERRY AND THE OTHERS INSTANTLY


BONUS RECORDING #2 – MAKE YOUR PHONE RING OFF THE HOOK WITH GREAT YELLOW PAGES ADS

Winston Marsh
Famous marketing guru Winston Marsh CEO of the Business Growth Centre in Melbourne shared many of his best ideas about Yellow Pages Ads during another phone interview. He sat in his studio and I sat in mine and we recorded this terrific conversation all about creating great Yellow Pages ads. Winston charges over $500 dollars to write the copy for one ad. You could follow his advice given in this interview and create your own yellow pages ad and make your phone ring off the hook without paying a cent.

YOU'LL LOVE WINNO. ORDER NOW

BONUS RECORDING #3 – MAKE YOUR PHONE RING OFF THE HOOK WITH GREAT VIDEO DEMOS

Simon Malcolm
Simon Malcolm CEO of the video production company Memoramedia in Adelaide talks about how he makes his clients phones ring off the hook with fantastic and inexpensive demo videos. Simon is the man I use to make all of my videos. He shot and edited all 42 movies in the Balancing The Sale sales training program now online at Archer College. He shot and edited all fifty movies in the Character Works program now available at Character Works. If I trust him, so can you.

I trust Simon, and we have had many conversations about how to make the phone ring of the hook with great video. This is one conversation we recorded just for you.

SIMON REALLY KNOWS HIS STUFF AND YOU GET HIS BEST ADVICE FREE!! ORDER NOW

BONUS RECORDING #4 – MAKE YOUR PHONE RING OFF THE HOOK WITH GREAT WEB MARKETING

Gihan2
Genius Web marker Gihan Perera in Perth explains that paying a graphic designer to build you a Web site and just leaving it up on the internet is only a bit of the job. He shows how to be proactive with it so you can make your phone ring off the hook as well as have your e-mail ordering system hum away in the night why you’re sleep.

All of these audio recordings are FREE with your purchase of the Great Phone Skills CDs and the Great Phone Skills e-Book.


ORDER NOW and get your Great Phone Skills CDs and your Great Phone Skills eBook and your 4 Free MP3 recordings with Jerry, Winno, Simon and Gihan.