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The Telephone and YouProvide helpful hints and proven techniques

Part of doing business means doing business over the phone

Phone is an important instrument in daily business

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Ways to Sound as Good as You Really Are!

AlertnessShow that you are wide-awake, ready to engage in a

conversationPleasantness

Put a smile in your voice Naturalness

Use, simple, straightforward lang.; avoid technical terms/slang

DistinctivenessSpeaks directly into the phone; Use a normal tone of

voice, the louder you are, the louder everyone else becomes

ExpressivenessTalk at a moderate rate and volume, but vary your

voice tone3

Don’tsFrown MutterSound TiredSpeak in a Shrill VoiceSpeak NegativelyRamble

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Do’sSmile (they really can hear it!)Speak Clearly and ConciselyBe Enthusiastic Lower the Pitch of your VoiceTalk in a Positive MoodListen/Discuss

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Mental P.I.C.T.U.R.E.P – itch

High or low? Low carries better and is also more pleasant

I – nflectionUse voice to express ideas or moodsDon’t talk in a monotoneThe voice naturally rises on a questions or

inquiryVoices fall at a “period,” decision or completion

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Mental P.I.C.T.U.R.E.C – ourtesy

Common, everyday applies the same as face-to-face conversation

T – one Many times it is not what you say, but how you

say itVoice should reflect sincerity, pleasantness,

confidence, and interest

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Mental P.I.C.T.U.R.E.U – nderstanding

Avoid talking with anything in your mouth (gum, pencil)

R – ateRate of speech should be adapted to personality of

contact“Fast talkers” can arouse suspicion “Slow talkers” can be irritating

E – nunciateClear enunciation will help avoid misunderstanding

and need to repeat yourself8

Keys to Good ListeningLimit your talking

Can’t talk and listen at the same timeDon’t Interrupt

A pause doesn’t always mean the individual is finished speaking

ConcentrateFocus on the conversation. Practice shutting

out outside distractions and personal concerns

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Keys to Good ListeningTake Notes

Helps you remember important pointsListen for ideas….not just words

Get the whole picture, not isolated bits and pieces

InterjectionsAn occasional, “Yes,” “I see,” etc. shows that

your listening. However, don’t overuse them

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Create a Good First ImpressionTry to answer the phone on the SECOND ringAnswer with a friendly greetingSmile - it shows, even through the phoneAsk the caller their name, even if their name

is not necessary for the call, and use it!Keep the phone two-finger widths from your

mouth

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Putting Callers on HoldAlways ask for permission

Examples“Would you mind holding while I get your file?”“Can you hold briefly while I see if Mr. Jones is

available?”

Always thank the caller for holding

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Transferring a CallerAlways transfer the caller to the desired

person’s extension, not to the operatorLimits number of transfers Saves the caller time from explaining issue

again

Tell the caller who you are transferring them to

Announce the caller to the person you are transferring

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Taking Phone MessagesPhone Message should always include:

Caller’s name and company name (if applicable)

Time and Date of callWhat the call is regarding (if possible)If a follow up or return call is neededPhone number (office or home)

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Leaving a Voice/Phone MessagePhone Message should always include:

Your name and company nameTime and Date of callWhat the call is regarding (brief)If a follow up or return call is neededPhone number (office or home) speak SLOWLY

even repeat the phone number – include area code

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Last ImpressionsBefore ending the call, always…

Make sure you answered all the caller’s questions

Always end with e pleasantry: Have a nice day It was nice speaking with you

Let the caller hand up first

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Don’t give more than your first nameDon’t get personal, even if they doBe prepared for rejection – just apologize for

bothering them and graciously get off the phone

If you need help – get a supervisorYour Phone Message Greeting – make it

professional

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