Document ID Title Print Date

FN________ Telephone Answering Policy & Sales Pitch mm/dd/yyyy

Revision Prepared By Date Prepared
0.0 Shailendra Chauhan 04-11-2019
Effective Date Reviewed By Date Reviewed
mm/dd/yyyy MR Raj Nair Mm/dd/yyyy
Approved By Date Approved
MR Vaibhav Jain mm/dd/yyyy

Policy: All incoming and outgoing telephone calls will be answered and
directed in a prompt, professional manner to project a positive image
of the company and assure that customer and vendors are treated in a
polite satisfactory manner.

Purpose: To make available to all company employee, proper telephone

Procedure related to all phases of telephone use.

Scope: This procedure affects the sales team, receptionist and other
employee who answer the company’s telephone.

Responsibilities: Receptionist is responsible for acknowledge the calls, transferring calls,

and taking message correctly.

All Employees are responsible for backing up the receptionist and

answering the calls and responsible for doing the calls to customer as
per requirement.

Procedure:

1.0 Answering Techniques and Etiquette

1.1 A professional, courteous and considerate phone manner is the first service we owe
anyone. For a sale organization, it’s an integral part of doing business, but can be easily
overlooked.
Bad phone etiquette can cost us business and in today’s
competitive environment, it could spell the difference b/w winning and losing.

1.2 There are several rules of thumb on proper phone etiquette:

 Respect: Simply treat other people the way you would like to be treated.
  Promptness: Generally, a phone call should be answered within 3 to 4 rings. This
will let the caller feel that they are important to the company and we are
responsive to their needs.

 Phone Voice: When answering the telephone, or paging employees, speak clearly,
concisely and professionally.

I. When you talk face-to-face with someone, they base their opinion of you
on factors like your facial expression, body movements, hand motions and
voice. On the phone, the voice is all you have. To sound pleasant and
friendly, smile as you speak.

II. The first few seconds of any phone calls are crucial. That’s when the
person on the other end of the line forms an opinion of you and the
company. You want your voice to inspire confidence, not indifference.

 Courtesy: Caller should always be handled in a polite and courteous manner. They
should never be kept in waiting- before putting a caller on hold, the person
answering the phone should polite ask the caller if they mind being put on hold
(e.g., “May I put you on hold for a moment while I ….?”).
And, when you return, pleasantly than them for holding and ask them how you
may direct this call (e.g., Could someone help? Would you like to leave a voice
message?). No one should be “on hold” more than 30 seconds.

2.0 Mobile Phone Etiquette:

2.1 Cell (or mobile) phones and services (Voice, instant messaging, e-mail, etc.) are a necessary
Tool in modern business. They allow the company sale’s forces to keep in touch with
management and can increase personal productivity.
However, there is such a thing as inappropriate cell phone usage.

2.2 All employee should observe the following when using a cell phone:

 Keep all cellular/mobile activity brief and to the point.

 Use an earpiece in noisy or high tariffing areas- this lets you hear how loud you
sound on the receiving end.

 If you are caller or receiver, tell the other party you are on a cell phone, so they
can anticipate distractions or disconnections.
  Insist on quiet zones, or phone-free areas, at work.

 Respect the rights of other not to be included in your conversations.

 Do Not take calls during business meetings. Put your phone on “vibrate” only if
you are on call for emergencies- otherwise, turn your phone off.

 Do not carry on an emotional conversation in public…. ever.

 Do not use loud or annoying ring tones that destroys concentration and eardrums.

 Do not talk on your cell phone while an elevator, library, museum, restaurant,
theatre, waiting room, place of worship, auditorium, or certain area of hospital.

 Do not attend to multitask by making or taking a call while shopping, banking,

waiting in line or conducting other personal business.

3.0 Answering and Directing Calls:

3.1 When answering the calls, answer by greeting the caller “Good Morning (afternoon), this is
(Name of the caller or receiver) from (Name of the company), how may I help you?”

3.2 When they ask for a particular person in the company, respond with “May I tell him/her
who’s calling, please?” [They Answer] “And the name of the company?” [They Answer]
“one moment, please, while I transfer your call.”

3.3 If an employee is not in their office, page them over the intercom, tell them what line they
need to pick up (e.g., “John Doe, you have a call on line one…. John Doe.”) If the employee
doesn’t answer the page within thirty seconds, tell the caller that the employee is not
available and ask if the caller would like to speak or leave a message.

3.4 If requested person is already on another line, inform the caller of this and ask them if they
would like to hold momentarily, leave a message with you, or be transferred to voice mail.

3.5 Occasionally, a caller may request an employee’s home phone number. It is against
company policy to give out an employee’s phone number or other personal information’s
(home address, email address, cell phone number, etc.) over the telephone.

 Politely inform the caller that it is against company policy to give the employee’s
home phone number.

 Ask the caller to leave his/her name and phone number. Tell the caller you will have
the employee contact them.

 If the caller is insistent, refer the call to the employee’s department manager.
Sales Pitch:

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