Telephone etiquette doesn't just lead to more pleasant telephone conversations, it can also lead to more business for companies that realize courtesy sells.

Many people form an opinion of a company during the first four to six seconds on the phone with a company representative. In fact, more than 82 percent of business people say the way a phone is answered influences their opinion of a company significantly. That impression could be based on something as simple as a receptionist answering the phone with, "Good morning, North Florida Communications. This is Leslie. How may I help you?

Some specific guidelines can be followed to sharpen telephone skills:

1) Answer the phone promptly. Seems pretty basic, but when you are juggling several pressing tasks it can be tempting to let the phone ring too many times before picking it up.

2) Put your best manner forward. How the phone is answered is even more important than how quickly it's answered. Generally, start with a pleasant opener, such as "Good morning" or Thank you for calling." These few words of greeting "warm" the call. Always use the company's name; this sets a professional tone and wastes less time for everyone if it's a wrong number. State your name, to give the call a personal touch. When appropriate, add a "How can I help you?" offer. There's no need to ask "May I help you?" That's a given. Asking how you can help reinforces the "ready-and-waiting-to-assist" image you want to convey.

3) Be prepared to get and give information. Always have easy access to information callers may want from you. Think about the questions your callers might ask. If the answers aren't in your head, make sure they are written down near the phone. Also keep a staff directory handy so the call can be transferred to another employee at a moment's notice.

4) Make the most of messages. Always keep message forms and pens next to every phone. Everyone should treat message-taking as an opportunity to provide customer service. If you say "May I take a message?" and get "No" for an answer, you have lost the call. Instead, try saying, "Let me have your name and number and I'll see that Ms. Jones gets your message." After taking the caller's number, go the extra mile and ask: 1) the best time to return the call; 2) how the person who'll be getting the message can help the caller; and, 3) whether there is anything you can do to help in the meanwhile.

5) Use "Hold" sparingly. No one likes being put on hold. It is an option that should be used sparingly and with courtesy. Always ask callers for permission to put them on hold and wait for a response. If you must ask someone to wait while you get information, be honest about the amount of time it will take and ask if they would rather get a call back. Consider a Message-On-Hold player for your telephone system to inform callers about your products and services.

6) Say "goodbye" gracefully. It's always best to let the caller bring the conversation to a close. But sometimes you get hooked up with a chatterbox. When this happens, try bringing the caller back to the original point of the conversation to make sure you haven't missed something important before you gently wrap up.

Larry Nazworth