The Art Of Telephone Answering And Matters Needing Attention In Answering Telephone Calls

At present, Telemarketing It has become more and more important. However, in the process of telemarketing, no matter whether the phone is made or the phone is answered, it can reflect the image of a person or company. Telephone is a window for the company to communicate with each other. A good call and phone call process is a good impression, and vice versa.

Therefore, on the phone, you should pay special attention to your words and mood, whether you dial or receive, a phone call may change your current situation or even your life.

How can we do better in telephone communication?

In the telephone sales, we must do the following several aspects, otherwise your telephone sales work is a failure process.

　　 1: preparation

Psychological preparation, before you dial every call, you must have the understanding that the telephone you are calling is likely to be a turning point in your life or a turning point in your current situation. With this idea, you will have a serious, responsible and insisting attitude towards every phone call you make, so that your mind will have a positive driving force for success.

Content preparation, before making a phone call, you should first prepare what you want to express. It is better to list some papers on your hand first, so as not to forget your speech because of nervousness or excitement. In addition, we should be prepared for every sentence to communicate with the other side of the phone.

　　 In telephone communication, pay attention to two points:

1, pay attention to the change of tone and sincerity.

2, speech should be full of reason and should not be repeated incoherently.

　　 Two: timing

When you make a phone call, you must master a certain opportunity to avoid contact with customers during the meal time. If you call the phone over, you should politely ask the customer whether he has time or convenient to answer. For example, "Hello, manager Wang, I am * * * * * * * * *, when I called you, I didn't disturb you." if the other person had a date to go out, or when there was a guest, he should be more polite and clear the time to call again, then hang up the phone.

If the boss or the person you are looking for is out, ask the caller to ask for contact information. "What is the phone number of Mr. * * * / Miss"? He / she only left this call when he called the company last time, thank you for your help.

　　 Three: connect the phone.

Call the business phone. After the call is turned on, the salesperson must first say hello to him, and then report the official business after confirming his identity. For example, "Hello, I am * * * company. May I ask your boss / Manager?" * boss / manager, Hello, I am * * * * * * *, about...

　 Be concise and clear in your speech.

Since the telephone has the characteristics of charging and easy to be busy, it is necessary to make a long story short whether it is making a phone call or answering a phone call. In short, in addition to the necessary greeting, it is necessary to say less about business related topics and stop the phenomenon of long time busy.

　 The courtesy before hanging up.

After finishing the call, the salesperson must remember to thank the customer. "Thank you for taking so long to listen to me, hoping to bring you satisfaction, thank you, good-bye." In addition, customers must hang up the phone before they can hang up the phone. To show respect for customers.

　 Hang up.

After hanging up a customer's call, many business people will immediately jump out of their mouths to get rid of some of their customers' indecent vocabulary to relax their pressure. In fact, this is the worst habit.

As a professional telemarketing staff, this is absolutely not allowed. {page_break}

　　 Four: The art of answering telephone calls

Sometimes, some customers are economical and convenient. They are directly contacted by the telephone department, and some of the orders, some companies or products, or telephone complaints. When answering the phone, they must pay attention to it. They must not ask three questions or perfunctory customers, and can not treat every caller with impatience.

1: after the call is connected, the person who answers the phone must report home.

Such as: "Hello, this is * * * company business department" or "Hello, I am very glad to serve you" absolutely prohibit to catch up and ask, "Hello, Hello, who are you looking for? Who are you?" this is not only a waste of time but also very impolite, so that the image of the company will be greatly reduced in the hearts of customers. Before answering the phone, the phone usually needs to ring two or more long tones.

　 2. Record telephone content

It is best to place some paper and pen beside the phone so that you can listen to the phone and record the key points. After the phone is over, answering the phone calls should be properly handled or reported seriously.

　　 3. Key repetition

When customers call to order, he will say the product name or number, what time to take or take. At this time, we should not only record, but also profit to repeat to the other party to make sure that it is correct.

　 4, let customers wait for the processing method.

If you need to wait for each other during the call, the receiver must say, "excuse me, please wait a moment," and tell him the reason for waiting, so as not to be anxious about waiting. When you answer the phone again, you must apologize to the other person: "I'm sorry to have kept you waiting." If the waiting time is longer, the receiver should show his reason, and ask him to hang up the phone before he processes it and call again.

　 5. The way to deal with the voice hours of the caller.

If the voice is too small, the receiver can directly say, "excuse me, would you please speak louder?" I can not hear you very well. Never shout, "Hello, louder"; loud voice is the other side, not you.

　　 6. The way to deal with the phone when looking for someone.

If you are trying to find a person's phone, you should quickly transfer the call to the person you are looking for. If the person you are looking for is not responding to the other person, say, "I'm sorry, I'm going out now. I'm XX. If it's convenient, can I help you?" or you can ask the other person to leave your phone number and wait for someone to come back and tell him to call him back.