Career Press - Powerful Telephone Skills: A Quick and Handy Guide for Any Manager or Business Owner (Business Desk Reference)
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Powerful Telephone Skills: A Quick and Handy Guide for Any Manager or Business Owner (Business Desk Reference)
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Powerful Telephone Skills offers the practical guidance you need to convert frustrating exchanges into effective, productive transactions. This guide will teach you how to get your phone calls off to a good start, handle complaints with grace, screen callers tactfully and make a powerful impression on everyone you talk to.
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Copyright 1993 by National Press Publication, a division of Rockhurst College Continuing Education Center, Inc.
All rights reserved under the Pan-American and International Copyright Conventions. This book may not be reproduced, in whole or in part, in any form or by any means electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system now known or hereafter invented, without written permission from the publisher, The Career Press.
POWERFUL TELEPHONE SKILLS A QUICK AND HANDY GUIDE FOR ANY MANAGER OR BUSINESS OWNER Cover design by Digital Perspectives Printed in the U.S.A. by Book-mart Press
To order this title, please call toll-free 1-800-CAREER-1 (NJ and Canada: 201-848-0310) to order using VISA or MasterCard, or for further information on books from Career Press.
Library of Congress Cataloging-in-Publication Data
Powerful telephone skills : a quick and handy guide for any manager or business owner. p. cm. At the head of title : Business desk reference. ISBN 1-56414-107-1 : $8.95 1. Telephone in business. 2. Telephone etiquette. I. Career Press Inc. HF5541.T4P68 1993 651.3'7dc20 93-13765 CIP
Page iii
Table of Contents
Introduction
Chapter 1: Your Telephone Image
1
Chapter 2: Answering Calls
9
Chapter 3: Telemarketing Basics
33
Chapter 4: Effective Listening Techniques
47
Chapter 5: Twelve Common Customer Styles
61
Chapter 6: Your Telephone Presentations
73
Chapter 7: Your Telemarketing Presentation
89
Chapter 8: Closing Techniques
109
Chapter 9: Better Messages
117
Final Thoughts
122
Page iv
Introduction
The telephone is the most pervasive communication tool in business today. In fact, every day approximately 500 million telephone calls are transacted.
Consequently, millions of businesses project their images and reputations through the telephone lines daily. Customers are won and lost between the second and third unanswered rings, within the chasm called "hold," by an interminable transfer and the sneer or smile of a voice. How we conduct business over the telephone can make or break our company. Our manner must be both professional and personal to address the needs of a customer in a high-tech, global society.
While we depend on the telephone as our primary communication tool, it also produces long-winded callers, disconnected lines, unanswered messages and, ultimately, a lot of frustration. The miscommunication that often results leaves us feeling that the telephone is not the "perfect" tool Alexander Graham Bell described. Since the first telephone call in 1886, we've wrestled with the aggravation of telephone miscommunication despite giant leaps in technology that have made the telephone virtually a minicomputer.
Clearly, we will become even more dependent on the telephone in the next century, and with each new decade will come challenges and changes.
Our telephone style, telemarketing strategy and communication skills must be effective to withstand the stresses of business today and tomorrow. Taking the time now to develop techniques for answering calls, marketing products and services, listening between the sentences, qualifying customers, satisfying needs, ensuring return business and recording efficient messages will assuredly save you time and customers later.
This handbook helps you cope with the problems and frustrations you encounter and shows you how to refine your telephone skills to become more effective and productive.
Page 1
1 Your Telephone Image
Communicating effectively on the telephone is a unique skill, and when mastered, it can make you very successful. Learning to communicate professionally and effectively on the telephone is within your grasp. It is a skill that can be mastered with just a little practice.
This handbook covers the basics of effective telephone communication. Emphasized throughout are the following key elements:
Listening skills
Professional and precise communication
Techniques for handling difficult situations and people
Controlling telephone conversations
Creating positive images for ourselves and the companies we represent
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