Determining Caller Determining Caller NeedsNeeds

Make up Your MindMake up Your Mind

Decide to be a better listener.Decide to be a better listener. Remember – hearing is not only physical, Remember – hearing is not only physical,

listening is intellectual.listening is intellectual.

Welcome WordsWelcome Words

Be obviously friendly when you welcome Be obviously friendly when you welcome the caller.the caller.

Answer the caller’s request by saying Answer the caller’s request by saying “You’ve called the right place!”“You’ve called the right place!”

Concentrate: Full StrengthConcentrate: Full Strength

Give the caller your undivided attention.Give the caller your undivided attention. Focus on what the caller is saying.Focus on what the caller is saying. Avoid distractions. Do one thing at a Avoid distractions. Do one thing at a

time.time.

Objective: ObjectivityObjective: Objectivity

Don’t interrupt. Let callers finish what Don’t interrupt. Let callers finish what they start to say.they start to say.

Stick to the facts. Avoid assumptions.Stick to the facts. Avoid assumptions. Remain Objective: Don’t jump to Remain Objective: Don’t jump to

conclusions.conclusions.

Let them Hear You ListeningLet them Hear You Listening

Give verbal feedback clues to let the Give verbal feedback clues to let the caller know that you’re listening.caller know that you’re listening.

Use a variety of verbal clues to avoid Use a variety of verbal clues to avoid sounding bored or mechanical.sounding bored or mechanical.

Every Call is Note-WorthyEvery Call is Note-Worthy

Always have paper and a pen or pencil by Always have paper and a pen or pencil by every phone.every phone.

Use a system of abbreviations to make Use a system of abbreviations to make note-taking easier and more effective.note-taking easier and more effective.

Opening Up and Closing InOpening Up and Closing In

Use open-ended questions to “open up” a Use open-ended questions to “open up” a conversation and get full information.conversation and get full information.

Use closed-ended questions to close in on Use closed-ended questions to close in on one are and pin down specific facts or one are and pin down specific facts or details.details.

Hungry For Answers? Hungry For Answers?

Use probing questions when you want to Use probing questions when you want to dig a little deeper to identify caller’s dig a little deeper to identify caller’s needs.needs.

Remember – if one probing question Remember – if one probing question doesn’t do the whole job, feel free to use doesn’t do the whole job, feel free to use another. Use several probing questions, if another. Use several probing questions, if necessary, to learn what you need to necessary, to learn what you need to know.know.

Echo. Echo?Echo. Echo?

Use echo questions to help you get more Use echo questions to help you get more information.information.

Phrase your question using the key words form Phrase your question using the key words form the caller’s last statement.the caller’s last statement.

Raise the tone of your voice slightly at the end Raise the tone of your voice slightly at the end to make the words a questions.to make the words a questions.

After asking the echo question, pause to give After asking the echo question, pause to give the caller a chance to provide more the caller a chance to provide more information.information.

Lead, Don’t PushLead, Don’t Push

When callers are undecided, use leading When callers are undecided, use leading questions to direct them to a decision.questions to direct them to a decision.

Remember – the objective is to lead, not Remember – the objective is to lead, not to push.to push.

““And Another Good Technique And Another Good Technique is…”is…”

Remember – a series of abrupt or Remember – a series of abrupt or disjointed questions can make callers disjointed questions can make callers uncomfortable.uncomfortable.

Use the “And…” technique to gather Use the “And…” technique to gather information without making the callers information without making the callers feel they’re being interrogated.feel they’re being interrogated.

Hearing What They MeanHearing What They Mean

Pay close attention to what the caller Pay close attention to what the caller says. Try to determine what the caller is says. Try to determine what the caller is really trying to tell you.really trying to tell you.

Never argue. Instead, ask sincere Never argue. Instead, ask sincere questions designed to get through the questions designed to get through the disguise and identify the actual need.disguise and identify the actual need.