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Chapter 21. Hold > Holding for a person

Holding for a person

If the person to whom your caller wants to speak is on the phone or temporarily away, rather than keep the caller on hold, try to service the call immediately yourself. It sounds like this: “Mr. Jones is on another call. I’m not sure how long he’ll be. Let me have your name and number and I’ll see that he gets your message.” (The second sentence is important. If you do not say it, the caller will respond, “Well, how long do you think he’ll be?” This way, you address the objection before it is raised.) The third sentence is called the “Let Me” technique.

If you are in a position of strength (a secretary, assistant, or someone else who can help), use this Service Statement: “My name is Kyle, I work with Mr. Jones. How can I help you? What can I do for you?”


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