Pick up the phone, dial the desired number and ... Then a long process of restart begins. This happens with those who first encountered business communication on the phone. What and how to say, how is it most profitable to present your company, to interest, or at least just to be heard? The art of telephone conversations solves almost all these issues.
How correctly to conduct telephone conversations?
The first and main mistake of all who first encounter business communication on the phone is a frivolous attitude to the importance of the conversation. In full confidence that the interlocutor does not see and does not feel him, a person can say a lot of forbidden phrases, commit several unnecessary actions with his hands and even a face, and then sincerely wonder why the client no longer wants to work with his company. In order to avoid such mistakes, we will consider the rules for negotiating by phone:
Main issues
Long before you pick up the phone and make a call, ask yourself a few key questions:
- what is the purpose of this call, and what outcome of the conversation are you expecting?
- can you do without this call at all?
- are you ready to talk and discuss this topic? Are all the documents at your fingertips and are all the arguments ready? After all, the interlocutor will not wait until you look for it at the moment of the conversation;
- what questions will you ask? Did you prepare them in advance?
- think about how you will negotiate over the phone? Is it a friendly conversation or hard pressure?
Telephone conversation etiquette
In a conversation in which the interlocutor can not see you, there are a number of rules, to violate which is considered bad form. And it does not matter who is on the other end of the wire. An error can cost you and your company credibility. So, what kind of telephone talks should be in terms of ethics:
- if they call you, take the phone after 2-3 rings. Tune in, postpone business and take it;
- speak clearly, grammatically correctly, rhythmically and with an average loudness. Watch your intonation. Do not allow a touch of irony, indifference or superiority;
- welcome and introduce yourself during each conversation. Also find out how to contact your interlocutor;
- Specify whether your opponent has time to talk;
- Be an active listener, repeat the keywords, clarify and do not forget to write down the information;
- When speaking, do not eat anything and do not listen to music. This is at least ugly, and will confuse your interlocutor;
- call back if you promised;
- always thank for the call;
- if the right person is missing, specify what to transfer to him and if you could help.
Remember that any telephone conversations and the ability to manage them depend on your friendliness and disposition towards the interlocutor. Even you smile, he will feel it by your voice.
Stages of telephone conversations
Absolutely any conversation has its own structure: the beginning, the main part and the completion. If you are planning business negotiations by phone, try to follow the following scheme:
- Establishing a contact (if you call, greet the person you are talking to, introduce yourself and ask the phone for the right person, if they call you to greet the person you are talking to, introduce yourself and ask what could help)
- Clarification of the purpose of the call. (Specify from the interlocutor on what subject he is calling, if you call, you yourself set out the crux of the matter).
- Customer service or process your request. At this stage, effective telephone calls are possible if:
- you or your interlocutor briefly and clearly explained the purpose of your call;
- you listen carefully to the interlocutor and write down the necessary information;
- if you confirm the interlocutor that you listen to it with the help of the words "yes", "so", "write down", "understandable"; -
- if you tell me how you are going to help the caller and what you will do. You can add the phrase: "you can count on me" or something similar to it.
- Fixing the results of the conversation:
- aloud to the interlocutor, to what conclusion you came with him;
- Comment on your actions according to the topic discussed;
- You agree on a repeated call, letter or meeting.
- End the conversation. Telephone conversations with the client can be considered complete if:
- the goal of the call was achieved;
- the results of the conversation were summed up and announced;
- you used any of the farewell compliments: "Thank you for your call," "We will be happy to hear you again," "I was very pleased to talk with you (option: to help you)," etc.
Telephone negotiation skills come with time and with experience. The main thing that should be adhered to in almost any conversation is respect for the interlocutor and attention to him. It is not necessary to have supernatural skills to successfully conduct a telephone conversation. Sometimes it is enough just to smile at someone who does not see you and express their friendliness to him.