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Do You Know How to Answer a Business Call?

Sarah Brooks

January 05, 2015

The phone rings at your office, and whether or not you are answering it or your secretary is there are do's and don'ts to what you should and shouldn't be doing.

How you answer the call is what sets the tone for your entire small business.

We've all been there before - called a company and the person who answered was rude from the moment they said "hello."

Because of that one moment, most people will not choose to continue doing business with that place of business. How you answer the phone matters more than you may think.

Always Be Professional

The article "The do's and don'ts of answering a business call" states that you should always make sure to answer your phone calls with professionalism.

How you answer the call tells your clients a lot about your organization, so it's not something to be taken lightly. Luckily, good phone etiquette can be learned. Here's what you do and don't want to do.

Importance of Being Prompt

The above article advices you answer the phone within the first three rings.

You don't want to make the client wonder if you are bothering them or make them think you don't have time for them. If you need to have more than one person in charge of the phones, do it. Just make sure all calls are answered promptly.

Other things you'll want to do when answering a business call include:

• Introduce yourself and the company - "Hi, this is 'insert name' with 'insert company name.' How may I be of help to you?" is a great way to start off the call. Introducing yourself and the company verifies that the caller has dialed the correct number, plus it sets a positive tone for the phone call.

• Smile when answering the call - Sit up straight and smile when talking to a customer on the phone. They can sense your attitude and vibe without seeing you, so make sure you are answering with positivity and enthusiasm in your voice.

• Always be polite - Even if a customer is rude to you, there's no reason to be rude back. Keep your tone professional and always be polite to the customer. If you need to place them on hold or transfer them, do so patiently and politely.

How not to answer a business call

You're not answering a personal call, so you'll never want to pick up the phone and simply say "Hello" without introducing yourself and the company.

You also do not want to be eating or chewing gum, holding a conversation with someone else or not fully listening to the caller. This phone call is quite possibly what will either keep the customer or make them choose a different place of business.

Other things you want to avoid when answering a call include:

• Being in a noisy environment - Make sure your office is a quiet place to take business calls. No one wants to hear chatting or kids screaming in the background when trying to speak.

• Using slang - Keep your tone and your choice of words professional. Saying "Hey" instead of "Hello" or "Hold on a sec" instead of "Hold on a second" gives the phone call (and your business) an unprofessional feel.

• Placing the caller on speakerphone - No one likes being put on speakerphone. It makes it harder to hear the person you called and harder to speak into the phone. If you have to place the person on speaker, make sure to first let them know.

While small business phone calls are not always going to be perfectly executed, it's important you make an effort to handle the call in the best way possible.

Set the right image for your small business by answering the phone call with a positive attitude and a smile on your face.

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