Telephone training
Different types of conversations The direct conversation (personal contact) The indirect conversation (contact by telephone) The written conversation (via letter, Email, internet, intranet) Basics of communication   Levels of communication Two levels of communication Various opportunities to communicate The communication tool: Language Suicidal and irritating words Examples for irritating expressions Question techniques Argumentation techniques Tutorial: Benefits argumentation, Two steps of communication Appropriate phrases for telephone conversation Checklist: Be friendly and honest Checklist: Offer your conversational partner your support Checklist: Avoid attacking the emotional level of your conversational partner Checklist: Offer concrete proposals Checklist: Concentrate! Your voice – your business card on the phone Breathing Volume Speed of speech Accent Modulation Choice of words Checklist: Talk positively 10 basic rules for successful telephone conversations Simplicity Structure Brevity / Conciseness Talk figuratively and clearly Put pauses Show determination – avoid subjunctive and expletives Do not use buzzwords and/or techno language Think from your customer oriented point of views Repeat important information Excuse yourself if necessary – and truthfully To the point – Telephone conventions Checklist: telephone conventions – you should avoid Checklist: telephone conventions – you should consider Practical telephone conversations   Answering the phone appropriately   Transfer incoming calls   Transfer to the desired person The person you have called is temporarily not available To forward the call to the desired person   Transferring incoming calls in English Transferring to the desired person What if the desired persons is not available What if the call needs to forwarded to the desired person What if the desired person is occupied with another call What if you have not understood   Trouble communicating? Anonymous caller   On hold   Checklist: Negotiating on the phone   Dealing with challenging situations:   Tactic 1: Your conversational partner is emotionally disgruntled Tactic 2: Encourage the flow of communication – gain information Tactic 3: Stopping the flow of communication Dealing with challenging callers Handling objections To turn an objections into an agreement   Dealing with conflicts and objections 10 times appropriate behavior concerning objections Hold off phrases if objections   Organization of telephone work Effectiveness Availability and the “Catch me, if you can”- game Opening doors Decrease of time exposure Preparation of conversation Execution of conversation   Follow up conversation Form telephone note   The telephone as service interface Reclamation and Complaint Management   Customer orientation is for everybody Relationship management Establish a relationship Attachment The spelling alphabets German International Observation form for telephone conversation Talking behavior – page 1 Talking behavior – page 2 Checklist: avoid interference Checklist: Call at the appropriate point of time Checklist: Be aware of the most important manners Checklist: Be aware of your way of speech Checklist: Avoid misunderstandings Checklist: Be well prepared Checklist: Proper asking and proper answering Checklist: Dealing with objections Checklist: Defend your pricing Checklist: Target your preferred closing Checklist: Correct reclamations Checklist: Come past the assistant Checklist: Evaluate your conversation Checklist: Make efficient use of your contacts Checklist: Save costs Daily-clearing	start with the end in mind