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The Art of Professional Telephone Communication


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.


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


At the end of this course the students will receive an exam or true false questions to determine their comprehension of the material covered.

course quick facts
course code DED528
cost $69.00
estimated time to
complete course
10 Hours
course materials
1 Weeks

Patricia Weber combines education and 22 years of practical sales and management experience to deliver meaningful results in any presentation mode. She is a trainer, coach, certified teleclass leader and published author. Ms. Weber has published dozens of articles in an assortment of professional and industry journals, and she produces an online newsletter with tips for selling and customer service. Her energetic, positive approach fuels the ideas, insights and strategies you will hear and learn about.