Selling Power offers a quick article titled Successful Phone Interviews (the headline writer must have had the day off). I’m not aligned with all of the suggestions, but I cannot stress this one item enough:
She also says to pay close attention to candidates’ phone manners €“ especially if they’re going to be using the phone on the job. How does their voice and tone sound? Do they project energy and enthusiasm or do they ramble on, putting you to sleep? How do they answer the phone?
The key here is to talk less than the candidate. If you are talking, you are not qualifying. Paying attention to the candidate’s “manners” is important in any sale. Paying attention to their answers, drilling down for clarification and matching the pressure of your typical sales call are even more important.
We provided some helpful hints in our Process-Driven Hiring series from a couple years ago:
The key point in this step is to ensure that the call is not too easy for the applicant. The purpose is to make the applicant reveal their selling skills as they attempt to persuade you that they are the best candidate for the position. The call will be unsuccessful if you allow them to regurgitate their pre-canned interview responses. Get them off their game with your abrupt style and make sure you are the one asking the questions.
This approach can be difficult for some hiring managers or HR personnel since it runs against the grain of stereotypical hiring. Yet, sales is different so it requires a unique approach. Use unexpected questions, don’t allow them the comfort of reciting common responses, challenge them to see their strength.
Much can be gleaned from a well-crafted phone screen so don’t focus on confirming resume information. Use techniques to see the candidate in action.