[quote name='Johnston' post='1077252' date='Jan 4 2011, 01:12 PM']I've had in two place 1 was car parts, a shop full of people and the managers looking the phones answered because the ringing is annoying him and actually telling you leave a customer you were already dealing with standing to answer the phone. It just looks bad.
the other place was forklift parts, we were supposed to get our engineers sorted if we were too slow at that there was shouting. Deal with customers at the counter of course do the sales pitch . But most of all answer the phone within 5 rings and still do the rest.
For some reason every phone call is thought to be a bigger sale than the person actually standing with cash in his hand opposite you.[/quote]
The way I understand it is this....
The customer standing in front of you, who has (say) bothered to get in their car and drive to your shop, is less likely to walk out and drive somewhere else while the person behind the counter answers the phone.
The customer on the phone hasn't yet made up their mind if they're going to buy from you. They may be checking prices or availability but if you don't answer the phone coz you're dealing with a personal visitor, they're highly likely to call someone else for their potential purchase.
In other words, the personal caller is a 'captive market' so not as high a priority as the undecided telephone caller.