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Some telemarketers find it helpful to smile while they are talking with customers. This will usually make you sound friendly and more approachable right away. Aim for the same kind of tone you’d use with a friendly coworker. Use words and phrases that convey a positive message, such as, “great,” “perfect,” “of course,” and “my pleasure.” If you are calling executives or other professionals, you’ll likely reach an assistant or secretary first. Use these opportunities to demonstrate your professional nature and friendliness. Go through an abbreviated version of your script with the gatekeeper, so that they’ll understand why you are calling and how they can help. For instance, instead of stating that you will call back at a certain time, ask the assistant, “When would be a good time for me to call back?” This lets them know that you value their opinion and time. If you speak with a caller who is rude or angry, it’s a good idea to remind yourself that you are likely not the cause of their emotions. They might have had a bad day. It’s possible that they don’t like getting calls at a certain time. These are things that are out of your control. What you can do is move on from that call the minute the customer hangs up and start fresh with a new one. If a caller makes you feel uncomfortable or is particularly rude, there is nothing wrong with saying, “Thank you for your time” and ending the call.
Keep up a friendly tone. Be polite when talking with assistants or other gatekeepers. Don’t blame yourself for other people’s bad reactions.