This is the fastest business contact and a special skill. One cannot help but recall a number of statements in the summary. Until a word is spoken, it is a prisoner of the one who was going to say it. When a word is spoken, the one who spoke it becomes its prisoner (Ancient Wisdom); “I wrote a long letter because I didn’t have time to write a short one” (Blaise Pascal).
Meaning telephone communication it is difficult to overestimate, since this is the easiest way to establish contact; telexes, teletypes, faxes only complement it. The ability of business people to conduct telephone communication affects their personal authority and the reputation of the company or organization they represent.
Most professionals in the business world do not have special training reception secretaries often do not have one for conducting telephone conversations and negotiations, although answering telephone calls is their primary responsibility. IN Lately In-house short-term courses on mastering the basics of working with office equipment are widely practiced abroad, where Special attention paid to phones. Speaking on the phone is seen as an integral part of the education of the new generation of white-collar workers. It is estimated that each telephone conversation lasts on average from 3 to 5 minutes. Consequently, in total, for example, a manager loses about 2-2.5 hours a day on telephone communication, and sometimes from 3 to 4.5 hours. Phone calls disrupt normal work hours and break up the workday into short periods of time. average duration 10-30 minutes (and sometimes 5-10 minutes), which does not allow you to concentrate on problems and sometimes provokes stress. About 60% of conversations on a business phone occur in the first half of the day. In this regard, not only the ability to conduct a short conversation is required, but also to instantly adapt, reacting mobilely to different partners and different topics.
Let's try to sketch out a plan for a short telephone conversation. Let's assume that the conversation is allotted 3 minutes;
1. mutual presentation - 20±5 seconds;
2. introducing the interlocutor to the course of the matter - 40±5 seconds;
3. discussion of the situation, problem - 100±5 seconds;
4. final summary - 20±5 seconds.
The skill of concise interviewing is acquired over time, as conversations are repeated under strict rules.
Documentation: In addition to the plan, the participant in the telephone conversation must know what documents he will need for the conversation (client file, review, prospectuses, report, acts, correspondence, etc.).
Recording a conversation: If necessary, you need to prepare everything to record information.
Behavior during a conversation: You should pick up the phone and introduce yourself. Speak into the phone, pronounce words clearly. Find out if the interlocutor has time to talk (if not, ask permission to call back, specifying when.
Set a positive tone. Try not to directly object to your interlocutor, listen to him without interrupting. Avoid monotony by periodically changing the topics and intonation of the conversation. Avoid jargon and primitivism in your speech. Use pause effectively. If the interlocutor does not understand something, you need to patiently explain what was said. And at the end of the conversation, clarify its (conversation’s) perspective.
IN AND. Benediktov in the book "About business ethics and etiquette" leads short list what not to do and what to do when the phone rings in your office.
| Do not do it |
Should |
| 1. Do not pick up the phone for a long time. 2. Say “hello” and “yes” when you start a conversation. 3. Ask: “Can I help you?” 4. Have two conversations at once. 5. Leave your phone unattended, at least for a short time. 6. Use scraps of paper and calendar sheets for notes. 7. Pass the phone many times. 8. Say: “everyone is having lunch”, “no one is there”, Please call back.” |
1. Pick up the handset before the fourth ring of the phone. 2. Say " Good morning(day)”, “speak”, introduce yourself and name your department. 3. Ask: “How can I help you?” 4. Concentrate on the conversation and listen carefully. 5. Offer to call back if it takes time to clarify details. 6. Use forms to record telephone conversations. 7. Write down the caller's number and call him back. 8. Write down the information and promise the client to call him back. |
In addition, you cannot turn the conversation into an interrogation, asking questions like “Who am I talking to?” or "What do you need?" You need to watch your diction, do not hold the microphone with your hand when conveying something from the conversation to those who are nearby - your comments can be heard by your partner talking to you on the phone. If you make a complaint or reclamation, do not tell your partner that it is not your fault, that you are not doing this and that you are not interested!
So, mastering the culture of telephone conversation means the following:
- I dial a phone number only when I am firmly convinced that it is correct.
- I carefully prepare for a business telephone conversation, achieving maximum brevity.
- Before particularly important telephone conversations I do necessary records on a piece of paper.
- If there is a long conversation ahead, I ask the interlocutor if he has enough time and, if not, I reschedule the conversation for another agreed day and time.
- Having achieved a telephone connection with the desired institution, I name myself and my company.
- If I “got to the wrong place”, please forgive me, rather than silently hang up.
- When I receive an erroneous call, I politely answer: “You have the wrong number,” and hang up.
- When working on an important document, I turn off the phone or switch it to the secretary.
- In business telephone conversations, I “control myself,” even if I was annoyed with something before.
- As a response to the phone call, I give my last name.
- During a long monologue of the interlocutor on the phone, from time to time I confirm my attention with short remarks.
- When concluding a business conversation over the phone, I thank the interlocutor and wish him success.
- If a colleague who is being asked on the phone is not present, I ask him what to tell him and leave a note on his desk.
- If the phone rings while I'm talking to a visitor, I usually ask to call back later.
- In the presence of employees, I try to speak on the phone in a low voice.
- If the interlocutor is hard to hear, please speak louder or call back.
Veniamin Levitsky (Magdeburg)
It's impossible to imagine life modern man without a phone. Telephone communication has become one of the necessary needs, an important component of his personal and business life. The telephone provides continuous operational exchange of information at any distance and at any time, allowing you to quickly resolve business and personal issues.
Research shows that on average up to 25% of working time is spent on business telephone conversations and in 90% of cases the telephone is the main working “tool”.
Business telephone conversation is a form of oral remote business dialogue carried out using technical means. One of the features of telephone conversations (with the exception of a conversation with a video image) is the non-use of such important means nonverbal communication, such as gestures, posture, facial expressions, spatial position of the interlocutors.
Therefore, to convey the nuances of a conversation, it is necessary to intensify verbal expression, special attention must be paid to vocal and speech characteristics: tonality, timbre, voice intonation, use of competent speech formulas.
To increase the effectiveness of a business telephone conversation at its different phases, you can use the following recommendations and techniques.
Preparing for a telephone conversation
1. Dial the phone number of the interlocutor only when the purpose of the upcoming conversation is clear to you.
2. Write down in advance the main questions that you are going to ask your interlocutor.
3. Prepare Required documents that may be required during the conversation (certificates, correspondence, reviews, reports, acts, etc.).
4. Choose the optimal time for a telephone conversation, having previously found out from the business partner a convenient time for the conversation and agreed on it in advance. Make unimportant phone calls that you have to make during the workday when they do not disrupt your business rhythm. If possible, use pauses between tasks and meetings for telephone conversations; the most favorable time for telephone calls is from 8:00 to 9:30; from 13:30 to 14:00 or after 16:30. Calling your business partner on his home phone for a business conversation can only be justified for a serious reason. At the same time, no matter who you call, boss or subordinate, you should not do this after 22 hours, unless there is an urgent need for this or prior consent to the call has been obtained.
5. When conducting business conversations, consider the specifics of use modern means telephone (electronic) communication: radiotelephone, pager, mobile phone, programs Skype. Pay attention to information security: valuable and confidential information can become the property of not only hackers, but also competitors; Consider the risk of losing confidential data.
Rules for conducting a telephone conversation
If you are calling, Observe the following rules for conducting telephone conversations: 1. At the beginning of a telephone conversation, introduce yourself and state its purpose, and only then move on to the essence of the conversation.
2. Try to imagine your caller sitting opposite you and talking to you, using language that is convenient to use in live communication.
3. Maintain a delicate negotiation style, be polite, correct, respectful and friendly, do not show negative emotions, even if you don’t like everything in the conversation.
4. Express yourself clearly and clearly, keep in mind that the phone aggravates speech deficiencies - fast or slow pronunciation of words makes it difficult to understand. So, in countries Indo-European languages speak at a rate of 200 to 500 syllables per minute, speeds below or above these values are defined as “extremely slow” or “extremely fast,” respectively. Pay special attention to the pronunciation of numbers, proper names, and consonants. If in a conversation there are names of cities, proper names, surnames, Internet addresses, etc., which are poorly perceived by ear, they should be pronounced syllable by syllable or even letter by letter to avoid errors;
5. Be brief - as analysis shows, in a telephone conversation 30-40% of the time is taken up by repetitions of words and phrases, unnecessary pauses, unnecessary words. 6. Do not interrupt the conversation if you receive an important telephone call on another device. If absolutely necessary, ask permission to interrupt the conversation and assure your partner that you will call him back in 10 minutes.
6. During a telephone conversation, avoid “parallel conversations” with your employees.
7. Ask the consent of your interlocutor if you want to record the conversation on a voice recorder, connect a parallel device or turn on the speakerphone so that the conversation can be listened to by people in the room.
8. At the end of the conversation, briefly summarize the results, clarify whether the interlocutor understood you correctly, list the measures that need to be taken on the issue under discussion (who exactly, when and what should be done).
9. If necessary, promise to give the interlocutor a brief written confirmation of the telephone conversation, a copy of the voice recording, etc.
10. During a conversation, write down important details such as names, numbers, etc. important information, which your colleagues can then read.
11. Monitor (especially during long-distance and international calls) the duration of the call, take into account its cost, use an electronic counter for these purposes.
12. End the conversation as soon as its purpose is achieved. At the end of the conversation, be sure to say etiquette phrases: apology, words of gratitude, assurances. The end of a conversation, like its beginning, leaves the most vivid impression.
If they call you, Observe the following rules:
1. Who should answer the phone? The secretary (if there is one) or you.
2. When to pick up the phone? After the first ring, but not later than the fourth.
3. First words: Not “Hello”, “Yes” or “Listen”, but “Company...” “Department...”, “Management...” or “Director”, then you can say your last name.
4. Who should you give preference to: a telephone call or a person with whom you are talking in the office? It all depends on the situation: if the conversation ends, ask the caller to wait; if the conversation lasts another 10 - 15 minutes, ask the subscriber to call back after a certain time;
5. You are having a long conversation or have a lot of visitors. In this case, write down the phone number and call back after you are free.
6. Who calls back if the conversation is interrupted? The one who called.
7. How to talk about a sensitive topic in front of people in the office? Don't speak at all. Find opportunities to talk later when you are alone.
8. What is the optimal duration business conversation by phone? No more than 3 minutes: mutual introduction - 20 seconds, plus or minus 5 seconds; introducing the interlocutor to the course of the matter - 40 seconds, plus or minus 5 seconds; discussion of the essence of the matter - 100 seconds, plus or minus 5 seconds; conclusion - 20 seconds, plus or minus 5 seconds.
9. Who should end the conversation first? The one who called.
After the phone conversation
After completing a telephone conversation, you must record all of it. important points. This way you can capture important information received for later work. Write down who called, when he called, summary conversations, agreements reached.
I hope that the recommendations and techniques outlined for conducting business telephone conversations will help you successfully resolve business issues over the phone, and in conclusion I would like to quote the words of the 17th century French writer-philosopher Francois de La Rochefoucauld:
"...True eloquence consists in saying everything that is needed, but no more...".
Almost every person periodically has to conduct business telephone conversations - it doesn’t matter whether he holds a position general director large company or receptionist district clinic. And a lot can depend on how well a person has mastered the rules of business communication over the phone, including the size of his bonuses and the reputation of his home enterprise. How to structure a conversation, what mistakes to avoid so as not to get into trouble?
There are times when all that remains of trust is the phone.
Vladimir Kolechitsky
We called you
First, let's consider the situation when incoming call. An employee whose responsibility is to conduct telephone conversations must do the following:
- pick up the phone without waiting for the third ring, so that the caller does not have the feeling that they do not want to talk to him; instead of the usual “hello”, immediately say the name of your company and your company, as well as your position and surname - this will put the interlocutor in a businesslike mood and stop questions like: “Where did I go?”, “Who am I talking to?”, “Is this a cash register?” (pharmacy, hospital, etc.)?”; when introducing yourself, say hello politely.
You can immediately ask a leading question or invite your interlocutor to move directly to the topic of conversation:
- “Good afternoon, the company “Holiday Every Day”, manager Svistoplyaskin. How can I help you?".
For the organization secretary approximately this form of greeting should be polished almost to automatism and should always be pronounced in a polite, friendly tone, because the secretary is the face of the institution. It would be great if other employees followed this greeting.
If the phone rings in the middle of a personal conversation with a client or colleague, you should pick up the phone, despite the fact that the conversation will be temporarily interrupted. You should apologize to the interlocutor, and then ask the person on the other end of the line to repeat the call in a few minutes. Depending on the situation, you can promise that you will call back yourself - the main thing is that then you must fulfill this promise.
If it turns out that you are negotiating on one phone, and then another one comes to life, pick up the second phone and invite the other person to call you back, but call exact time when it can be done.
You call
Now let's move on to the opposite situation - an outgoing call.
The rules of business communication over the telephone require that a person intending to dial the number of an organization or a private client must first find out when it would be most convenient to make a call. You should find out the working hours of the partner company or client, the hours when he has lunch.
It is undesirable to call at the very beginning of the working day and, of course, unacceptable - after the official end, unless there was some agreement in advance. If one of the company’s employees has not yet gone home and still picks up the phone, believe me, he will definitely not be happy to see you, and this is unlikely to contribute to a constructive dialogue.
How should the caller begin the conversation? Necessary:
- “Good afternoon, the company “Holiday Every Day”, manager Svistoplyaskin. How can I help you?".
The business sphere involves active communication between people: employees, colleagues, partners, clients and potential clients. If it is not possible or necessary to discuss important questions personally, they usually resort to the help of products of scientific and technological progress: e-mail, social networks, corporate chats, telephone.
Today we’ll take a closer look at business communication over the phone.
The importance of the telephone in the life of a modern person
With the advent of the telephone in people's lives, communication has taken on a whole new level. If previously, in order to talk, you had to meet, then the telephone made it possible to resolve some important issues or just chat while being at a certain or even quite a huge distance. Of course, this was a novelty for the first users, and many inhabitants of the Middle Ages would probably have burned at the stake anyone who would have suggested that this was possible.
But time does not stand still - telephones began to change, and telephone communications began to improve. Nowadays we have smartphones and even smart watches at our disposal, with which we can also contact someone.
Unfortunately, technological progress does not guarantee that progress occurs in human relationships. Just because a person is talking to someone using a very expensive, latest model smartphone does not mean that they are automatically a pleasant conversationalist. Everything is decided by the culture of speech and the vocabulary used during a conversation. Especially when it comes to communication in business.
What does "business communication" mean?
To begin with, it will outline what the business sphere as a whole is. First of all, this is the sphere of business and entrepreneurship.
In addition, the definition of the business sphere includes any activity related to the provision of services, the sale of goods, the conclusion of an agreement (oral or written - it does not matter) regarding any issue.
Business communication, telephone conversations and correspondence by mail now have a special connection, since it is easier for people to call or write to ask their questions than to waste time traveling to talk to consultants in person.
The current situation with telephone communication in business
With the development of the Internet, the emergence of many applications and instant messengers for communication, the telephone era began to gradually fade away in the business sphere. Nowadays they prefer to communicate through email, corporate chat (for example, in the Bitrix system - one of the most popular for business in this moment), social media.
The telephone is still the most commonly used contact for an organization for customers to call. Employees can resolve work issues among themselves in a way that suits them.
Company management can set its own rules regarding communication. Surely you have often come across phrases like “communication occurs through the Bitrix system”, “tasks are delegated using Google Docs”, “in case successful completion interviews, we add you to the general chat" and so on. Perhaps these rules were established for months or years on the principle of “it just happened that way” - the first employees were simply comfortable communicating this way, later it became a tradition.
In other words, no one refuses telephone communication - it is still relevant today, despite the emergence of other means of communication. Therefore, it is important to know the principles of etiquette for business communication over the phone.
Differences between telephone and face-to-face communication
When meeting in person, we see the gestures and facial expressions of the interlocutor: this helps us better, easier and faster form an opinion about him and the impression of the conversation. Communication during a meeting makes the task especially easier if people are agreeing on something (on the supply of goods, on the provision of services, on hiring or firing, and so on).
In addition, if there is a need to explain or confirm something, during a face-to-face conversation we can use gestures, which is pointless when talking on the phone. No, you can, of course, but your interlocutor won’t see it. Although, there is an undeniable advantage to this: you can “make faces” at your boss as much as you like with impunity, the main thing is to stop in time so that it does not become a habit.
Classification of formal communication
Types of business communication by phone:
- Conversation with clients.
- Negotiations with partners.
- Conversation with subordinates.
- Conversation with employees.
- Conversation with potential clients.
- Answering complaints, solving problems.
Features of communication by phone
It turns out that if you speak on the phone with a smile, a positive attitude is transmitted and felt by the interlocutor. In any case, business telephone etiquette requires mutual respect. Even if one of the parties for some reason does not behave very correctly, a well-mannered person will not allow himself to sink to the level of rudeness and banal rudeness.
Many companies have a technology for business communication over the phone: so-called “scripts”, examples of how to talk with clients on different situations. There are usually no such “scripts” if a conversation with partners or suppliers is expected.
Differences between a business conversation on the phone and an informal one
It implies an absolutely free form of expression of thoughts. Yes, there are rules (for example, do not call late and do not disturb a person with numerous calls when it is clear that he is busy), well-mannered people follow them.
Features of business communication over the phone have more strict rules. However, practice shows that following them significantly affects the work process.
Rules
Ethics for business communication over the phone involves following general rules.
Examples of proper telephone conversations
Business communication over the phone: examples of how to build a conversation correctly and incorrectly.
Call the publisher.
Manager:
Hello, publishing house "Let's publish you", manager Olga. How can I help you?
Good afternoon, I would like to know about your services.
Manager:
Please specify what services you are interested in? We offer publishing and promotion of books, proofreading and editing of manuscripts, layout, cover design, printing of circulation and advertising products.
I would like to print books and leaflets.
Manager:
We print books from 10 pieces and a set of leaflets from 100 pieces. If the book was designed by our specialists, then a discount on printing is provided.
Call a law office.
Secretary:
Good afternoon, Lawyers Here.
Your employee drew up a bad contract for me! All the points that I need are not written down there! I will complain if you don't return my money!
Secretary:
I understand your disappointment. Please, let's calm down and try to figure it out. Could you come to the office with a copy of the agreement?
Secretary:
Good afternoon, Aurora company, my name is Igor.
Provider:
Secretary:
Tell me please, who am I talking to? How can I introduce you?
Provider:
I'm Max, supplying coolers to your office.
Secretary:
Got you. Unfortunately, Viktor Sergeevich is not in the office right now; he will be back in about two hours. Please call back around 17:00.
Provider:
OK, thank you.
Examples of incorrect business conversations on the phone
Call the publisher.
Manager:
Hello, I would like to print books and leaflets.
Manager:
Should we print it?
Maybe. Can you tell us about your conditions and prices?
Manager:
Everything is written on the website.
There are no prices and no minimum quantity stated.
Manager:
Yes? Well then come to our office.
Client: Why?
Manager:
Well, print leaflets! Print it and find out how much it costs.
What impression do you think the client will have from such a conversation?
Call a law office.
Secretary:
Hello.
I will complain, you drew up a bad contract for me!
Secretary:
Did I draw up a contract for you?
Where is your boss?
Secretary:
Busy! (hangs up)
Secretary:
Provider:
Hello, I need Viktor Sergeevich, your boss.
Secretary:
He's gone.
Provider:
When will it be?
Secretary:
Two hours.
Provider:
So 14:00 was already an hour ago.
Secretary:
It'll be there in two hours!
Differences between a telephone business conversation and a conversation on Skype, Viber and using instant messengers
On the phone, communication occurs only using voice.
Some applications allow video calls, where the interlocutors can see each other if they have an active and connected camera.
Messengers only involve correspondence.
Conclusion
The culture of business communication over the phone is not as difficult to understand as it seems at first glance. It is enough to understand that you are the face of the company, and the impression that the interlocutor will have depends on you.
“A conversation on the phone lies halfway between art and life. This communication is not with a person, but with the image that develops in you when you listen to him” (André Maurois).
Introduction
Knowledge of the basics of business etiquette and the ability to establish contacts are an integral part of the professional experience of employees. According to statistics, the telephone is actively used to resolve more than 50% of business issues.
Indirect negotiations differ in many ways from direct business communication. Failure to comply with the basics of telephone etiquette leaves an imprint on the image and reputation of any organization. What are the basic rules for communicating on the phone?
5 stages of preparation for telephone conversations
The outcome of telephone conversations largely depends on planning. Productive calls cannot be spontaneous. Preparation and planning of negotiations can be divided into 5 stages.
|
Collecting documents and materials for conducting a telephone conversation. |
| Determining the purpose of telephone conversations (obtaining information, setting up a meeting). | |
| Planning business conversation and a list of questions to ask. | |
|
Choosing a time convenient for the interlocutor. |
|
Having a positive attitude is just as important as planning your negotiations. You can most often hear a smile, fatigue, or negative emotions, which the business partner can attribute to his own account. In order for the voice to be “alive”, it is recommended to conduct telephone conversations while standing and smiling! |
Rules for communicating on the phone in business
- At the beginning of a conversation, you cannot use the words: “hello”, “listening”, “speak”. The first and elementary rule: introduce yourself kindly when answering the call. For example: “Good afternoon. Manager Tatyana. Fortuna Company.
- Negotiations should be brief. You cannot discuss a transaction or other matter on its merits. To do this, you must schedule a personal meeting.
- Passing the phone many times during a conversation is bad manners.
- Negotiations are conducted only with decision makers.
- The promise to call back should be fulfilled immediately, as soon as the problem is resolved, or within 24 hours.
- If a specialist is absent from the workplace, it is possible to exchange information with the help of another employee or assistant manager. The content of the message via third parties or to an answering machine must be planned in advance, observing the rules of telephone communication. Ask the secretary to organize the transfer of data and ensure that it reaches the addressee in any case.
- Recording on an answering machine begins with a greeting, indicating the date and time of the call. After short message words of farewell follow.
- Telephone calls should not be left unanswered, as any call can help obtain important information or close a deal. Pick up the handset quickly until the third ring.
- Of course, you cannot answer two phones at the same time.
- Negotiate quickly and energetically. Presenting arguments clearly and clearly, answering questions without long pauses or vague phrases.
- The pause may, as an exception, last no more than one minute if the specialist is searching for a document. When the other person waits longer, he has every right put the phone down.
- Politeness is required when calling. Swearing and shouting in any case is a violation of the ethics of telephone communication.
- During telephone conversations, it is not recommended to use jargon, colloquial or profanity. It is also not advisable to use terminology that may not be clear to the interlocutor.
- You should not cover the handset or microphone with your hand when communicating with colleagues, as the interlocutor will likely hear this conversation.
- Forcing a guest or visitor to wait while you are on the phone is a violation of business etiquette. In this case, you need to apologize, state the reason and set a time for a new call.
- If the connection fails, when the conversation is interrupted, the person who called dials the number again. When a company representative negotiates with a client, customer or partner, the representative calls back again.
- Concluding negotiations, it is worth once again voicing joint agreements and understandings.
- The one who called, or the senior in position or age, ends the conversation and says goodbye first.
- Sincere words of gratitude are indispensable when ending a conversation. In parting, you can orient your interlocutor towards cooperation: “See you tomorrow” or “Call me in...”.
Taboo, or What expressions should be avoided?
| Unwanted expression | Rules for communicating by phone |
| "No" | This word, especially at the beginning of a sentence, “strains” the interlocutor and complicates mutual understanding. It is advisable to express disagreement correctly. For example, “We will accommodate you and replace the product, but it is no longer possible to return the money.” |
| "We can not" | Refusing a client right away means sending him to competitors. Solution: offer an alternative and pay attention first of all to what is possible. |
| “Call Back”, “Nobody’s There”, “Everybody’s at Lunch” | The potential client will not call again, but will choose the services of another company. Therefore, we need to help him solve the problem or arrange a meeting, invite him to the office, etc. |
| "You must" | These words should be avoided, using softer formulations: “The best thing to do is...”, “It makes sense for you...” |
| “I don’t know”, “I’m not responsible for this”, “It’s not my fault” | Undermines the reputation of the specialist and the organization. If there is a lack of information, it is better to answer: “Interesting question. Can I clarify this for you?” |
| “Wait just a second, I’ll look (find)” | Deceiving the client, since it is impossible to get things done in a second. It’s worth telling the truth: “Searching for the necessary information will take 2-3 minutes. Can you wait? |
| "Am I distracting you?" or “Can I distract you?” | Phrases cause negativity and complicate communication. These questions put the caller in an awkward position. Preferred option: “Do you have a minute?” or “Can you talk now?” |
| Questions “Who am I talking to now?”, “What do you need?” | Phrases are unacceptable because they turn negotiations into interrogation and violate the rules of telephone communication. |
| The question "Why..." | The interlocutor may think that you do not trust him. |
7 secrets of successful calls
- The rules for talking on the phone with clients suggest that effective negotiations take 3-4 minutes.
- Posture and intonation are just as important as the information conveyed during a conversation.
- How does the interlocutor speak? Fast or slow. Successful managers know how to adapt to the pace of the client’s speech.
- It is preferable to replace monosyllabic “yes” and “no” with detailed answers. For example, if a client asks whether you will be there on Friday, you should not only answer “yes”, but also tell them your working hours.
- If the conversation has dragged on, then instead of apologizing, it is better to thank the interlocutor. The rules of talking on the phone with clients do not allow an apologetic tone.
- Taking notes and notes during telephone conversations in a notepad will help you restore the flow of an important conversation. Business man will not use scraps of paper or calendar sheets for this.
- The peculiarity of the phone is that it enhances speech impediments. You need to carefully monitor your diction and pronunciation. Recording and listening to your conversations with clients will help you improve your negotiation techniques.
When a client calls...
The client who gets through may not identify himself, but immediately begins to explain his problem. Therefore, it is necessary to tactfully ask: “Excuse me, what is your name?”, “What organization are you from?”, “Please tell me your phone number?”
The rules for communicating over the phone with clients are based on the fact that you should only convey accurate information if you have the necessary data. A client who does not wait for a clear answer will no longer contact your organization.
Sometimes you have to deal with an angry or nervous client. It is better to listen to his complaint and not interrupt. He will be capable of constructive dialogue only when he speaks out. When you hear an insult, you must hang up.
Making calls in public places or in a meeting
Meetings and business meetings are times when, according to the rules, you should refrain from calling. Live voice is a priority. Negotiations that distract the attention of those present are unacceptable.
Answering a call at a business meeting or meeting means showing your interlocutor that you do not value him and the time spent with him, that the person who called is more important.
There are also good reasons, for example, the illness of a relative, a large contract. The rules for communicating by telephone suggest that those present must be notified before the meeting or meeting and the receipt of the call must be coordinated with them. The conversation should be conducted very quickly (no more than 30 seconds), if possible in another office.
A person talking on the phone during a private meeting, in a restaurant, at a meeting looks uncultured and stupid.
Business conversation on the phone. Example
Option 1
Head: Satellite Center. Good afternoon.
Secretary: Good afternoon. Union of Consumer Societies. Morozova Marina. I'm calling about a competition.
R: Alexander Petrovich. I'm hearing you.
R: Yes. You can book a conference room with 150 seats.
S: Thank you. This will suit us.
R: Then it will be necessary to send us a letter of guarantee.
S: Okay. Can I send it by mail with a notice?
R: Yes, but it will take three days.
S: It's long.
R: You can send it by courier.
S: So, we’ll do that. Thank you for the information. Goodbye.
R: Goodbye. We look forward to collaborating.
Business conversation on the phone. Example 2
Manager: Hello. I would like to talk with Ivan Sergeevich.
Exhibition Director: Good afternoon. I'm listening to you.
M: This is Vladimir Baluev, manager of the Maxi Stroy company. I am calling regarding negotiations to clarify prices.
D: Very nice. What exactly are you interested in?
M: Has the cost of an exhibition square meter increased?
D: Yes, I grew up. One square meter in the pavilion costs six thousand rubles from September 1, and three thousand in the open exhibition.
M: I see. Thank you for the information.
D: Please. If you have any questions, please call.
M: Thank you. I will contact you if necessary. All the best.
D: Goodbye.
Conclusion
The ability to apply the rules of telephone communication with clients becomes an integral part of the image of any organization. Consumers prefer companies that are pleasant to do business with. Effective business communication is the key to successful transactions, and therefore financial well-being enterprises.
