TELEPHONETECHNIQUES.pptVIP

* *Be an ACTIVE listener (2) which will give you a chance to end the call you retain the initiative when you offer an occasional “yes,” or “I understand.” (L) By such “active listening,” you save the conversation from awkwardness and preclude the possibility of your partner’s misinterpreting your silence as disinterest or inattentiveness or agreement. * *For example: “I’ll mail you a copy of the brochure to 3021 S. Staples…..” * *There are always some conversations which seem to prolong themselves unnecessarily. You want to END them. You can’t be rude! But you CAN help your caller come to a close. B. Closing the conversation should not be difficult. C. Closing the conversation may be difficult! * (F) A telephone call is a purposeful activity. Remember Your caller will have some objective in mind and you will need to elicit this objective as quickly and as clearly as possible. In a simple information-seeking call (i.e., needing a brochure. etc), all you need to do is ask for the callers name, address, and telephone numbers. However, in more complex situations, you need to develop your questioning techniques so that you obtain the relevant facts. Lets assume your caller has a complaint about a class Del Mar offers on line. You need to: ascertain the nature of the problem and verify that Del Mar offers the class. Discover what problem the caller has with the on line class. 1. Write while you talk 2. Someone may be waiting at your desk; someone may interrupt you with a question; your employer may call, “Look this up.” If you are interrupted suddenly at the close of a call, that information requested or obtained has vanished-UNLESS you’ve recorded it! 3. Most employers want to know who has called and what they wanted. 4. You may not need them. But then you just may! * (F) In addition to developing confidence in handling calls and making a record of important points, you will want to add still another key to your successful use of the telephone--that of dev