How your staff handles telephone calls from potential customers in many cases determines if your advertising and marketing investment succeeds or fails. Successful retailers have a set telephone script that every staff member uses to make the most of every customer lead.

If your staff neglects to get the customer excited about your sale or comes across as uninterested in their business, then potential customers will shop elsewhere.

Use the Retail Store Telephone Answering Procedures to train all staff that answer the phone so that they know exactly what to say and how to say it. Potential customers calling on the phone are looking for a reason to come into your store. Make the most of these inquiries and you'll see your sales go up.

The Retail Store Telephone Answering Procedures covers the following topics:

• Proper way to answer the phone
  
  
• Actual steps to use in order to sell the sale on the phone
  
  
• Phone script talk tracks that tell your employees what to say
  
  
• Proper way to give directions
  
  
• Proper way to end the call
  
  
• Proper way to put customer on hold