BusinessTelephoneCommunications商务电话交际

1、BUSINESS TELEPHONE COMMUNICATIONS,2,MAKING A CALLPreparing to Make a Call,Decide who you need to speak to What do you want the person to do? What will you say if the person is not there? “May I leave a message?” “Can he call me back at TIME and PLACE,3,MAKING A CALLChoice of Words,Identify yourself

2、And your company,4,ANSWERING A CALL,Address the caller with his title Never with his first name Phone should not ring more than 3 times Customers get impatient Do not sound rushed Answer voice mail promptly Dont answer if you are about to cough or sneeze Dont say “hes not in without giving a reason,

3、5,DURING THE CONVERSATIONVoice Quality,Speak Clearly Remember, caller can not see you Let your voice warm up Dont speak loudly Speak slowly Always be polite Always be friendly Smile while you are talking Do not eat or drink while talking Avoid having one tone,6,DURING THE CONVERSATIONThings to Do,Do

4、nt let the other person rush you Respond frequently “yes,” “mmm”, “OK” Lets other person know you are still on the line Make notes Confirm everything Names, numbers, arrangements, dates,7,ENDING A CALL,Make sure you have finished business “Is there anything else I can help you with?” Be assertive wi

5、thout being rude Stopping long-winded callers Jump into the first pause you can “I need to enter your order into the system. Is there anything else you need?” You hang up on yourself So the other party wont think you hung up on him,8,TELEPHONE MANNERSWhat NOT to Say to Callers,“Thats not our policy”

6、 “Thats not my department” “Could you call back? Were real busy right now” “My computers down” “I just buried my mother.”,9,PUTTING CALLERS ON HOLD 1,Always ask the callers permission Dont leave caller on hold for more than a few seconds Hes likely to hang up Wait for a pause before asking the caller to be put on hold Explain reason for putting caller on hold,10,PUTTING CALLERS ON HOLD 2,Tell them you will return in one minute If you cant, tell them you will call back Apologize for the in