telephone conversation iniya 14mba002

11/23/2014 2TELEPHONE CONVERSATION

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Telephone communication may be slowerthan its new-media counterparts, but it stillhas benefits in an increasingly impersonalworld.

The telephone call, which connects a callerwith a human voice, is still an importantbusiness component.


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The simplest communication process always involves 4 parts:

A is the person who has information to convey to another person.

The is the information to be communicated.


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A is the means or medium of communication. The channel might be the telephone wires, a printed page of a letter or even data transmission over wires from computer to computer.

A is the person who takes in the information that is sent.


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It can be - When you call to a friendor relative.

It can be - When you call to an office,to your boss, etc.


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Hi Rosi, how is going on?

Hey man! Cool. You?

Good!... What about yourhusband?

He’s working now… something totell’im?


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Yep, if he can callme back please.

Sure!. I’ll tell’im.

Thanxs Rosi. Takecare!

No problem, youtoo!

Bye!

Bye!


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Good morning. I’d like to talk to

Mr. Dan Brown please.

Good morning. I’m sorry butMr. Dan Brown is not here at the moment.Would you like to leave him a message?

Yes please. Tell him that Ms.Sumathi needs to contact him.


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Sure, I’ll tell him.Does he has your phonenumber?

Yes he has it. Thankyou.

You’re welcome.Something else?

No, that’s all. Goodbye

Good bye Ms.Sumathi.


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Every phone call should begin with a polite greeting suchas, Hi, how've you been? or Nice to hear from you.

There always comes the point, however, where you want tomove on from friendly banter and get down to business.E.g.. I'm just calling to ...

For example, I'm just calling to see if you'd liketo set up a meeting. If the situation is reversed, however,and you are waiting to find out why someone called you,you can guide the conversation by saying, So what can I dofor you?


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For example, begin with I would like to say something here, if I may or Allow me to make a point. Or, you could just ask: May I interrupt you for a second?

Please let me confirm... and So, let me make sure I've got things straight...

Well John, it's been a pleasure talking to you.


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The date and time of the call.

The full name of the person calling (ask for correct spelling)

The company the caller is from.

The phone number and time available to call back.

The purpose of the call (message).


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Answer/Pick up: to say "hello" into the phone when it ringsThe Phone is ringing. Could you please answer it for me?

Call back/Phone back: to call someone who called you firstI am busy right now--can you call back in an hour?

Hang up: to put the receiver down and end a callPlease hang this up when I pick up the other phone.

Thank you for calling.How can I help you?May I ask who's calling, please?


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May I speak to/with the manager, please?

I’m calling to make a reservation.

One moment please.

I'll put you through to his office.

Please hold, I'll transfer you.

Would you like to leave a message?

He's busy right now. Can you call again later?


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Mr Kapoor’s office!

Hello, can I speak to Brian Kapoor, please?

I’m afraid he’s in a meeting until lunchtime.

Can I take a message?

Well, I’d like to arrange an appointment to see him,

please. It’s Peter Jefferson here.

Could you hold on for a minute, Mr Jefferson.

I’ll just look in the diary. So when’s convenient for you?

Some time next week if possible. I gather he’s

away the following week.


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Yes, that’s right, he’s on holiday for a

fortnight.

Well, I need to see him before he goes away. So

would next Wednesday be okay?

: Wednesday . let me see . he's out of the

office all morning. But he's free in the afternoon, after

about three.

Three o'clock is difficult. But I could make it after

four.

So shall we say 4.15 next Wednesday, in

Mr Kapoor's office?

Yes, that sounds fine. Thanks very much.

Okay, then. Bye.11/23/2014 18TELEPHONE CONVERSATION

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“Hello?” “May I speak with Lisa Greene?”

“This is she.”

“Hi Lisa, this is Peter Jackson returning your call.”

“Hi Peter! I was wondering if we could set up a meeting to discuss some of our new products.”

“Good idea. Let me check my calendar. Are you free next Tuesday?”


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“Actually, I’d prefer Wednesday, if that’s all right with you. We’re expecting a visit from some clients on Tuesday.”

“No problem. I’m busy in the morning, but how about after lunch? Let’s say 3 o’clock?”

“That works for me!”

“Great! I’ll see you next Wednesday afternoon, then.”

“OK. Thanks for calling, Peter. Bye.”


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Be absolutely clear on

• WHY you are making the call.

• What will happen?

• Which questions will you ask?

• How will you want the prospect to feel?

Smile, relax and be yourself. Be polite (no matter what) and always be professional.

Gain interest from your prospect by being interesting. Scripts help.


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Listen, really listen. Many sales people are so focused on what they are about to say they miss vital information, feedback and buying signals.

Develop a strong appointment setting script, practice it, refine it, make it relevant and find out which words are the most effective.

Get to the point quickly. Business people are busy; they don’t have time for a drawling, unstructured explanation of why you are calling.

If not now when? If the prospect is unavailable or says “no” to an appointment, is it now, later or never? Why not now? When is a good time?


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Carefully check the details for each appointment –right time, right place, right date, and right meeting attendees? Remind the prospect they can make changes by calling you back – this gives you credibility.

Be persistent. Once you sit down to make appointments stick to it. Use the all of the allocated time and avoid procrastinating. Sales is often only about the “numbers”.

Maintain a positive mental attitude.

Person said: “whether you think you can, or think you can’t, you’re right either way”. Learn something from every call.


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Make sure that you have these handy in front of you:

Your telephone number (your contact information).

Your planner (schedule, especially information when making appointment)

Information about the person that you are about to call.

Pens or pencil.

Memo pad /plain white paper.

Other important information.


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"Microsoft, this is Steve.""Hi Steve, this is Richard from Third Hand Testing.

I'm calling in regards to the MSN assignment. Do you have a minute to answer a couple of questions?"

"Sure. What can I help you with?"…………………………."That makes our job a little easier.""Do you have any other questions?""No. That's all I had. Thanks for your time.""No problem.""Ok. Good bye.""Bye."


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Hello, Good afternoon. this is swiss cottage

and you are speaking with Peter. How may i help you?

Good afternoon, I’m Mrs Dhivya. I phone you

yesterday and i booked a cottage from 15th- 19th of

May. however i don't think this cottage is suitable for

because the cottage is upstairs it’s very hard to go on

stairs.

oh i am very sorry about that, but how may i

help you ?


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If it is possible please change the cottage from upstairs to ground floor but iwant it to be on the same date from 15th-19th of May.

alright we will change it for you, but our administration department may charge you for the changes, however you are our regular customer so we won't charge you.

oh thank you so much

Ok thank you for your calling, have a great day bye.

bye.


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Answer the phone in as few rings as possible.

Try to solve the problem within the call time.

Phone conversation lacks the obvious input of body language; the recipient on the other end will receive your true intentions through the tone of voice you use during the call.

Use the caller's name, whenever possible.

Body language really matter when talking on the telephone.11/23/2014 28

TELEPHONE CONVERSATION K.INIYA_14MBA002

Identify yourself first when calling another person. For example, say, "This is Mary calling for veena, please.“Close your conversation with a professional closing.Focus on your breathing. Stand up when speaking on the phone. Eg) You’ll sound more enthusiastic, and it’s a great way to transmit body language via your voice.Respond vocally to comments and questions. Reflective listening with prompts like “a-ha”, “hmm”, “yes” or “I see”, will let the people who are speaking know that you are listening.


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telephone conversation iniya 14mba002

Education

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telephone communication

phone number

ringsthe phone

good morning

goodbyegood bye ms

dan brown

im sorry butmr