Making Appointments by Telephone

Summary:
Consider these tips about how to effectively make appointments by telephone for your information/referral interviews, a crucial step in your career marketing campaign.

General Tips

Working With Support Staff

Setting a Time and Date With the Executive

Handling Objections

Related Links

Related Content

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In this article, I'll discuss how to obtain, by telephone, an appointment for an interview with the person who received your letter of introduction. Your objective is to find a date and time that is convenient for you both to meet -- a personal meeting which you have already suggested and described in your letter. That may not be as easy as it sounds, but it can be done, if you follow a few guidelines.

General Tips

Before we get into the nitty-gritty of making your telephone call, consider these general recommendations:

• Start with contacts who you have met previously so you get some successful interviews under your belt before you tackle the more challenging (and perhaps more rewarding) interviews with senior people within a particular company you would not otherwise meet.
  
  
• Be as presentable in dress and demeanor as you would be in person when you're conducting your telephone contact work. Otherwise, you place yourself in an inferior position to the person you're calling.
  
  
• Always identify yourself before you speak.
  
  
• Speak in an enthusiastic manner.
  
  
• Keep a script in front of you about what you want to say. If you get thrown off track by unexpected questions or reaction, the script will help you recover relatively easy because you'll have your thoughts printed in large print, magnified on your monitor or memorized through continual use.
  
  
• Ask for so-and-so's number once you have the main switchboard operator. If you ask for the number, sometimes the operator will give it to you, but, most of the time, he or she will dial it for you. Be sure to write down the phone number, if given, for your contact management system.
  
  
• Use voice mail effectively. Leave a short message, which says, "I will call you at 3:00 p.m. Tuesday to set up our appointment."

Working With Support Staff

Establishing a good relationship with your contact's support person is an important step. Here are some tips about how to do that.

• Be courteous with the receptionist, the secretary, an assistant or the support person who filters calls for the executive you're contacting. Such a person can be a key facilitator and valuable business contact for you.
  
  
• Be firm and positive without appearing to be arrogant.
  
  
• Expect to get through to your contact person so you can set an appointment for your interview. If you seem hesitant or unsure of yourself, your chances of speaking to the person you are calling will be slim.
  
  
• Obtain the assistant's name and record it in your contact management system, since you may be calling back at another time. You can go back to that person for help instead of re-explaining what you need to someone else.
  
  
• Remember that, if this support person becomes your ally, you have a better chance of getting connected with the person you are trying to reach.
  
  

You may want to "set the stage" for your call by phoning the support person before your request for an information/referral interview arrives. Ask him to watch for it to make sure the executive receives it.

If the support person asks you why you are calling, tell him that you have sent a letter which explains your purpose and that your call is expected. Then ask to speak with the executive. If pressed further, explain that (name of another contact within the company with a title) suggested you talk with the executive about his reaction to the information you provided in your letter.

If you are asked, "What company are you with?", reply that you are representing yourself.

If the executive is out or otherwise unavailable, ask for the best time to call back. Say, "This is (your name). Mr. (contact) is expecting my call. When can I call back?" Then leave a message about when you'll call back. Or, you can ask the support person to schedule the appointment for your interview -- that is, after your third unsuccessful attempt to speak with the executive personally.

If the executive is on vacation, tell his support person, "Please leave a message that I called." Then give three or four possible dates for your interview and give the support person a specific date (after he's back from vacation) when you'll call the executive.

Retain the initiative. Never wait to be called back.


Setting a Time and Date With the Executive

Take a straight-forward approach when you reach your contact person.

• Speak in a moderate, clear, pleasant tone of voice. Have someone listen to your voice on the phone and critique how you sound. Note any major problems and begin working on making them better (e.g., eliminating an accent that is difficult to understand, mumbling, using a very loud, high-pitched or very soft voice etc.).
  
  
• Immediately state your referral, if you have one: "So-and-so suggested I contact you, and I'm following up on my letter I sent you."
  
  
• Do not, at this point, begin a long explanation about why you are calling. Your letter explained that.
  
  
• Remind the executive that you do not expect him to know of any current job openings.
  
  
• Mention two specific dates and hours for an information/referral interview that are convenient for you. Have your appointment book with you. Do not say, "Anytime," because that makes you look disorganized or inactive.
  
  
• Be sure to record the following details after every conversation that results in an interview date: Interview with whom? Title? Date? Time? Location? Floor? Office? Notes?

Handling Objections

Always know what you want to accomplish with your call. If your goal is to obtain networking names, plan how to get them. If your goal is an interview, decide if it is to be face-to-face, by telephone etc. Set your plan and go for it, don't take anything less. For example; if your goal is a face-to-face interview, it's not a good idea to let the person interview you over the phone. Instead, be friendly, discuss your skills, but lead the person back as quickly as possible to setting an interview time. Be clear in your mind what you want the call to accomplish, and then go for it.

Here are six common objections you may receive from an executive and my recommendations for how to respond to them.

1. He says, "No, I don't believe I have received your letter."
   
   You say, "Sorry to hear that." Then read the key points of your letter and offer to fax it to him.
   
   
2. He says, "Yes, I remember you. You want a job, right?"
   
   You say, "As I said in paragraph two of my letter to you, at this time, I am seeking information and advice -- not a job or leads to a job."
   
   
3. He says, "I'm very busy and won't have time to talk to you."
   
   You say, "Yes, I realize that, but I have three topics as I outline in my letter that I would like to discuss with you in person. Your advice is very important to me."
   
   
4. He says, "I have referred your letter to human resources. Let me connect you with them."
   
   You say, "Thank you. I appreciate that. But I value the information and advice only you can provide for me."
   
   
5. He says, "What exactly do you want to know? We can talk over the phone."
   
   You say, "As I mentioned in my letter, it would be most helpful for me to receive your advice and feedback about my career marketing campaign in person. How about a 20-minute meeting?"
   
   
6. He says, "I don't think I can be of any help to you."
   
   You say, "That's not what (referral's name) said. Who do you recommend I visit with about the questions I outline in my letter?"
   
   

One reality is that sometimes it is not possible to accomplish your goal, such as a face-to-face interview. Be aware during the conversation when this may be happening. Always have a secondary goal in mind, such as asking for referrals. A possible backup goal for a telephone contact is to obtain at least two more contact names for networking purposes. Always be sincere and creative in your job search by practicing professionalism and ingenuity.

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