The Art of Professional Telephone Communication

Course Code: DED528
School: Distance-Education.org

Description

Business and telephone calls go together like salt and pepper. When you use the telephone you are at the disadvantage of not being able to see your customer. There are verbal skills and strategies you can use to turn the telephone into a selling advantage. Tuning in to key words will indicate buying style and presentation preferences. You want to know how to "read" your customer with those key words.

Your use of both incoming and outgoing voice mail affects the success you have with people returning calls. The telephone is a tool that casts a wide affect on the sales process from getting appointments, to further needs assessment, and even asking your customer to buy. Once you shift to just one of these actions, you'll find yourself better in charge of your telephone time.

Outcomes

At the end of the training participants will be able to:

• Understand the factors of the first impression
• Know 3 ways to have better telephone rapport
• Identify the inverse relationship learning and listening
• Better act on the listening foundation
• Use voice mail, both in and out, more effectively
• Know 3 better ways to transfer callers
• Put callers on hold so they feel assured
• Be punctual with the length of conversations
• Leave messages like you want to take

Assessment

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