On a Positive Note

Keeping calls on a positive note with positive phrasing sets the tone for relationship building that brings sought after results to the bottom line.

When answering the phone, do you and everyone on your staff start the call with "Thank you" as in "Thank you for calling GTO Carpet Care"?

Do you ask "How may I help you?"

Do you use at least three positive responses or positive phrases such as:
I'd be happy to help you with that.
What I can do for you is.....

Do you invite the caller to return again?
We look forward to helping you in the future.

Do you say "Thank you" at the end of the call?

At the end of the call, how do you think the customer would rate your performance on a scale of 1 to 5, 5 being excellent and why do you think you deserve that score?  Record your calls, play them back and then answer this question honestly.  Ask everyone on your staff to do the same. 

Remember that first impressions out-weigh everything else since a poor performance at this level will keep you from getting a chance at proving how technically sound you are at actually cleaning carpets.

I agree with the consistency. Having a script of politeness starts the selling process off on a good foot. Even if the customer feels that your responses are scripted, they will appreciate the professionalism and they will expect more from your company and most likely buy from you.