< Older Newer >

Securing Appointments by Charm (and a Lot of Preparation)

As someone who prefers to sit at the back and communicate by written word, this workshop was slightly out of my comfort zone. What I soon realised was that everyone else attending this telephone appointments workshop would be in the same boat – it’s those who are less confident with these kind of things that turn up to these workshops. My nerves were calmed slightly by realising that everyone else’s nerves were just as bad.

 

The need for this kind of workshop – if you’re wondering why people need to be trained to pick up the phone and call someone, is for companies that use appointment making to expand their customer bases.

 

Our tutor for the day was the engaging and passionate Julie Biddle. It was clear from the get-go that this would be an interactive and participative session, because that’s the best way to learn right?

 

Julie implored us to keep our minds like parachutes – open. She set the objectives for the day and got the participants to introduce themselves so that everyone got to know one another and felt more comfortable talking.

 

We went over the A.I.D.A principle; awareness, interest, desire and action, all the ingredients necessary for a successful phone call. Then Julie explained the need for preparation, it turns out that you don’t just pick up the phone and call someone – there is work that goes into it beforehand too.

 

Through Julie’s friendly and informative explanations, we covered everything from getting past the “gatekeeper”, having a hook, having a desirable element and link phrases. One thing’s for sure – there are a lot of acronyms involved in learning these techniques.

 

All these elements were put together in a plan that one would need to follow when making such a call to get all the key parts in there. It went a little something like this:

 

  1. Introduce yourself and your company
  2. Confirm you are speaking to the decision maker
  3. Use you pre-prepared hook
  4. Talk through the desirable elements
  5. Use a link phrase
  6. Suggest appointment times
  7. Confirm the appointment
  8. Email through the confirmation

 

Using this we created our own script of how we would conduct such a call. It was surprisingly longer and more detailed than I would have imagined.

 

Then we had to do a role-play and actually make the calls, yep as you can imagine I was looking for the doors to make a swift exit. We were put into twos and given a number through which we could call one another and the conversation would be recorded… for us to listen back to collectively. *Cue horror music*

 

Making Telephone Appointments

Telephone Appointments

 

To do this we split into two rooms and did the role-play twice, once as the customer and once as the sales person. Thankfully we had a super friendly group which made it less daunting and a lot more enjoyable. I found that through talking through the script you learn better what works and what doesn’t.

 

We then all reconvened and listened to all the calls together giving both praises and our opinions on each one. Julie gave incredibly useful tips that suited each of us and our way of talking. I was impressed with the calls that my teammates had made, the structure we were given to follow made an obvious impact in the effectiveness and professionalism of these calls.

 

As you can imagine mine was not on the same level.

 

As awkward as it is to listen to your own voice out loud, I fully appreciated that it was only by doing this that you get an idea of how you sound and what needs building on. Although this isn’t a skill I use on a daily basis. It was really fun and important to learn, a lot of the skills taught are transferable and it was worth it, even if only to help build confidence.

 

This workshop is in conjunction with IPIA (The Independent Print Industries Association) and part of a set of four workshops taught by Julie Biddle. For more information in the upcoming workshops, check out the Antalis Academy’s website.


Written by
Related
Time’s a Ticking - 20 July 2018
RSS Feed Subscribe
Tags 3d printing (1) Adobe (2) Adobe Lightroom (1) Antalis (11) Antalis Academy (20) Antalis and Gregorys (1) antalis creative papers (3) Antalis Easystock (1) Antalis Interior Design Awards (1) antalis interior design competition (1) antalis packaging (1) Antalis Print (3) Antalis Print Show (1) Antalis The Book (1) Antalis UK (2) Antalis Viscom (1) Antalis Visual Communications (2) Arjo Wiggins (3) B2 (1) Big Ideas (1) Boxlight (1) Bristol (1) BS5609 (1) business courses (1) Business Growth (1) Canvass (1) Canvass stretching (1) Card (1) chris green (1) CMYK (1) coala (2) Coala range (1) Cocoon (1) cold vinyl (2) colour (1) Company growth (1) Conqueror (1) Cool (4) Creative Card (1) Creative Commercial (3) Creative Digital Printing (5) Creative Paper (1) Creative Papers (5) Creative papers by Arjowiggins (1) Curious (1) customers (1) Cyclus (1) d2b (1) Design & Print (1) Digigreen (1) Digita (1) Digital (20) digital papers (1) Digital Print (10) digital stock management service (1) Digital to Business (3) Drupa (1) dry times (1) Dry Toner (6) dry toner printers (1) Drytac (1) Drytac Printable Vinyls (1) Dulux (1) Durapaper (1) Easystock (1) EBS statement calculator (1) Effective Negotiation (1) Engineered for strength and rigidity (1) engineering (1) environment (3) Essentials of Selling (1) Exhibition Graphics (1) FESPA (1) fibe board (1) film (1) fluorescent inks (1) Foiling (1) folds easily with no cracking (1) Framing (1) Funflip (1) Generation Y (1) graphicomm (1) Graphicomm Digital’ (1) Graphics (2) gregorys (1) highly reflective Copper media (1) highly reflective Gold media (1) highly reflective Silver media (1) home printing (1) HP (4) HP 10000 (1) HP Indigo  (8) HP latex printer (1) Indigo (1) innovative media (1) Intec (1) Interior Design (1) Jim Whittington (1) Jim Whittington Antalis (1) Jullie Biddle (1) Katie Farr (1) keaykolor (2) Kernowjet (1) KernowJet MetaliK (1) KernowPrint for HP Indigo (1) Kodak (1) Konica Minolta (1) L Style frame (1) Labels (1) Laminate (2) Landa (1) Large Format  (13) large format inkjet metallic films (1) Large Format Printing (1) lDry Toner (1) LED (1) Let's get physical (1) listening (1) Luxury (1) luxury detailing (1) luxury packaging show (1) luxury packaging show 2018 (2) Makerbot (1) Marketing (1) medial (1) MetaliK (1) Metalik range (2) Mike Collins (2) MitaliK Films (1) Mitta Thakrar (1) Mohawk (1) NeverTear (1) New Blood Awards (1) New Blood Black Pencil (1) night and day printing (1) Novatech Digital (1) Oki (1) optimised for maximum toner adhesion (1) Oracal (1) Orafol (1) Orafol 970 (1) Orafol Vechicle Wrapping (1) Orafol Vinyl (1) Oraguard (2) Orajet (2) oralite (1) Oralite 5200 (1) Overall Winners (1) packaging (1) Paper (1) Paper Packs (1) Partnership (1) Patterned Paper (1) Paul Neale (1) Personalisation (6) personalised communications (1) Persuasion (1) phillips (1) Photobook (1) Point of Sale  (8) PowerCoare Alive (1) Print (4) print industry (1) Print Show (1) Print Show 2018 (1) Printing (1) printing future (2) recycled (1) reducing waste (1) removable labels (1) Retail (8) retrorelfective film (1) Ricoh (3) road signs (1) Selling (1) sigmakers workshop (1) Sign Digital UK (3) Sign-Making (1) Signage  (10) signmakers (1) Small FormatUV (1) SmartPrint (1) SRA3 (1) static control (1) stock management (1) superb solution for applications such as luxury packaging and direct mail (1) synthetic label (1) Telephone Appointments (1) temperature (1) Textured Images (1) Textured Paper (1) the book (1) the create range (1) The Review (1) The Review 2018 (1) The Review 2018 Design & Print Awards (1) The Review Awards (1) The Review Winners (1) Thermochromic (1) Time Management (1) Training (4) UV (2) UV LED Printing (1) Vehicle Vinyl (2) Vehicle Wrapping (1) vendor managed inventory (1) Video (7) Vinyl (9) Viscom (3) Visual Communications (4) Wall Coverings (4) wall décor (3) weather-proof (1) weight is 330gsm (1) White Inks (3) wide format (1) wide format inkjet printing (1) Window Graphics (1) Workshop (4) Xanita (1) xanita board (1) xanita fibreboard (1) XD Muse (1) Xeretec (1) Xerox (4) Xerox Create (1)