How to Create a Winning Telephone Answer Script

How to Create a Winning Telephone Answer Script

A short, simple telephone answer script is all you need to make a great first impression. 

What are the first words a potential client hears when they call your business?

This first impression has a huge influence on your potential customer’s opinion of your company. Your team needs to have a professional plan for answering your phones. That’s where having an excellent telephone answer script comes into play. Receptionists will use the script when people call your business. It’s crucial that your script is effective and natural.

Before we tell you how to create a standout script, let’s look at the goals of a telephone answer script.

What Your Telephone Answer Script Should Accomplish

Your answer script only has to do a few things—

  1. Greet the caller in a positive way
  2. Show them that you value their call and their input
  3. Identify who is answering the call
  4. Offer help
  5. Stay short and simple

If your script can do this, your calls will get off to a great start. So, how do you accomplish these points?

Let’s dive in.

Reinforce Your Script with Action 

It’s not just the words in your script that count.

Studies have shown that 84% of your message over the phone is your tone of voice. If you don’t have the right tone, the words won’t have the impact you need them to.

So, how do you get the tone right? One of the best ways is to smile.

“The “smile and dial” technique is so common it’s almost a cliche in telecommunications at this point, but there’s a reason why it endures,” we’ve reported.

When you smile, it actually changes the tone of your voice and makes it sound more friendly and warm. That’s no surprise when you remember that smiling has been proven to lower your heart rate and reduce your stress response. Physiologically, smiling raises the soft palate at the back of your mouth and makes the sound waves more fluid. This further improves your tone of voice.

So, make sure “smiling” is included in your answer script. Whether it be a receptionist who answers or another employee, they should know to smile while talking!

Keep It Short and Simple

Okay, you’ve got the tone down. So, let’s handle the “words” part.

Think back to the 5 goals of the answer script. Now, let’s see how we can apply them here.

All together, here’s what it looks like: “Good morning/Good afternoon. Thank you for calling [our business]. This is [Name], how may I help you today?”

You have set a polite tone, shown value, given your name, offered help, and kept it simple. It has all the components of a winning telephone answer script.

The Final Pieces

The greeting is important – but there’s still a few more missing pieces to a winning telephone answer script.

  • The transfer. When transferring, you should ask for the caller’s name, and let them know the name of the person to whom you are transferring the call.
  • The “hold” (if necessary). If you absolutely have to put a caller on hold, make sure to ask them, “May I put you on hold for a moment.” When you come back from the hold, thank them for their patience, and ask how you can help them.
  • The name pronunciation. Make sure you use the correct pronunciation of their name. If you’re not sure, ask again so you get it right! Taking the extra time to do this will

Nail these, and you’ll master the perfect telephone answer script!

Moving Forward with Your Winning Telephone Answer Script

A short, simple telephone answer script is all you need to make a great first impression. But remember: it’s not just the words that matter – the tone of voice plays a big part as well. Follow the strategies outlined here and all your calls will start off smoothly!

What’s your current telephone answer script? Has it been successful? Let us know in the comments below!