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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
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

start with the end in mind