Telephone Skills[1]
Transcript of Telephone Skills[1]
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 1/37
TELEPHONE SKILLS
USING THE PHONE TO HELP
WITH YOUR JOB
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 2/37
Press return for the next slide
TELEPHONE SKILLS
Your voice is your personalityover the telephone
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 3/37
Press return for the next slide
TELEPHONE SKILLSThe aim of this presentation is to:
1. Show you how to evaluate your telephone voice
2. use your telephone skills for threedifferent methods of telephone jobsearching
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 4/37
Press return for the next slide
Evaluate your telephone voiceYour voice makes an immediate
impression that can portray you as:
friendly or distant
confident or timid
spontaneous or mechanical
relaxed or nervous
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 5/37
Press return for the next slide
Evaluate your telephone voice
Always smile
when you speak to someone on the
phone - unless it is inappropriate
This might sound odd - but practice
and listen to the difference in the tone
of your voice if you are smiling.
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 6/37
Press return for the next slide
Evaluate your telephone voice
Pitch your voice lower
Phones are like tape recorders –they
make your voice sound higher pitched
Speak slightly slower than normal and
pronounce your words clearly.
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 7/37
Press return for the next slide
Evaluate your telephone voice
Be well prepared
Practice by phoning someone you know –
who will give you honest feedback.
If necessary have a pre-arranged script.
Don’t waffle.
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 8/37
Press return for the next slide
Evaluate your telephone voice
Listen
Carefully to what the other person is
saying
Without interrupting
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 9/37
Press return for the next slide
Evaluate your telephone voice
Take Notes
To ask questions after the other
person has finished speaking
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 10/37
Press return for the next slide
Evaluate your telephone voice
Location
Make sure you are somewhere quiet
and where you will not be interrupted.
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 11/37
Press return for the next slide
Evaluate your telephone voiceDon’t eat. Don’t smoke
You can hear it on the phone.
If you need a drink then let the other person
know that –otherwise they will be surprisedby suddenly hearing gulping noises!
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 12/37
Press return for the next slide
Evaluate your telephone voice
Now that you have thought about how you
present yourself over the telephone, see
how you can apply your new skills to your
first job…
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 13/37
Press return for the next slide
Structure of a sales call. There are five phases in a telephone call, whatever
the topic of the telephone conversation is.
The relative relevance of each of the following steps
depends on the background, relevance andcircumstance of the telephone call.
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 14/37
Press return for the next slide
Pre-call Planning
1. Know Your Product
Product fact book
1. Know Your Competition
Emphasize the strengths of your product, especially in areas
where the competition is weak
3. Know Your Prospect
Cold calls: fact-finding calls
3. Assemble a Sales Kit
Include all information the prospect will need about your
product and services
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 15/37
Press return for the next slide
Phase 1: Open and initiate (incoming) Be prepared for the call Have a welcome mood, voice and tone
Phase 2: Open and initiate (outgoing) Explain the purpose and benefit of the call Build Rapport Ensure that the customer understands and agrees to
proceed Give the main reasons the prospect should consider your
product
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 16/37
Press return for the next slide
(continued)
Phase 3: Gather information (listening and encouraging) Questioning or probing focused on key information, within a brief time
frame Involve the prospect to understand his or her needs
Ask all questions before you give your presentation Tailor your presentation according to what you learned about the
prospect
Phase 4: Solution and options Offer information and options Set realistic expectation, clarify approach Sell benefits, not features Explore and identify additional needs if any and arrive at agreement Plan your answers to the most common objections
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 17/37
Press return for the next slide
continued
Phase 5: Confirm and close Ask for or seek a decision Summarize, recap and check
Express a ‘thank you’ note Express appreciation, if relevant
Phase 6: Follow up Ensure prompt delivery of what is assured or promised
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 18/37
Press return for the next slide
Cold calling
Getting through to the right person is sometimes difficult.
Remember to:
•Always introduce yourself
• Be courteous and business like with everyone
• Be confident as if you have no doubt your call will
reach its goal
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 19/37
Press return for the next slide
Cold calling
Receptionists generally want to know who you are, what
and who you want.
If you do not know the name of the person you want – ask for theappropriate manager
Try to get the persons name before you are transferred
If your contact is not available ask when is a good time to call back
When you get through –ask if this is a good time to call/talk (never
say bad time as this can encourage a negative response)
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 20/37
Press return for the next slide
Job application
Calling immediately in response to anadvertised job is almost always a mistake
It is sensible to allow yourself some time tothink through the process and decide exactlywhat you want to say
It is quite acceptable to make some notesbefore calling continued….
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 21/37
Press return for the next slide
Job application
It is a good idea to make a list of the key points that youwant to get across:
Make sure you know who you want to talk to
Have the name and reference of the job ready
If you are offered the option of calling for an informal chat then do so –(some companies use this initial contact as a way of evaluatingpotential employees)
Have questions prepared which are relevant to the advertised vacancy
continued….
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 22/37
Press return for the next slide
Job application
Take time filling in the application form
Ask other people’s opinions before sending in the
form
Keep a copy of the application form and take it withyou to the interview
ask if you can refer to notes during the interviewprocess
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 23/37
Press return for the next slide
Telephone interview
Study the job description and person
specification
This enables you to identify the company’s particular
needs and helps demonstrate that you possess
the skills required to meet them
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 24/37
Press return for the next slide
Telephone interview
Research the company
Products services, history and culture. Make a
special effort to identify any areas where your skills
and experience may be of particular value
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 25/37
Press return for the next slide
Telephone interview
Practice first
• Compile a list of probable questions and ask a friend totry them out on you over the phone
• Prepare answers carefully using key words from the job description and person specification
• Do not write out the answers in full as this will makeyou sound wooden and too scripted
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 26/37
Press return for the next slide
Telephone interview
Organise yourself Have all the required information to hand:
Up to date CV Job description Person specification Company information The name of the person you are talking to (in
case you forget half way through theconversation!)
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 27/37
Press return for the next slide
Telephone interview
Match your accomplishments
Prepare a list matching the company’s stated requirements
Keep this list in front of you
Refer to it at every relevant opportunity
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 28/37
Press return for the next slide
Telephone interview
Be prepared to give examples
Employers look for examples of successful use of:
•communication skills
•analytical skills
• teamwork
•drive and initiative
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 29/37
Press return for the next slide
Telephone interview
Quantify your accomplishments
Interviewers are keen to hear about relevant challenges or problems
you faced in the workplace
The specific actions you took and the measurable results achieved e.gincreased sales by 35%
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 30/37
Press return for the next slide
Telephone interview
Remember
To select a quiet place for the interview
To stand – this can make you sound more confident and helpsproject a positive and professional interview
To match your speaking rate and pitch to that of the interviewer to
establish rapport
To make an effort to smile (in the right places!) to create a friendlyand enthusiastic impression
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 31/37
Press return for the next slide
Telephone interview
Impressions
Convey the impression that you are genuinely interested
in the company and eager to make a contribution
Refer to appropriate information you discovered
about the company during the course of your research
Respond appropriately to verbal or tonal clues.
If you don’t understand a question –say so and ask for clarification
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 32/37
Press return for the next slide
Telephone interview
Answers
Provide well-developed, balanced and analytical
answers
Avoid yes and no replies
Have an explanation for leaving your current or
previous job – do not criticise your previous employer or colleagues.
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 33/37
Press return for the next slide
Telephone interview
Questions
Prepare a few thoughtful questions to ask the
interviewer when given the opportunity
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 34/37
Press return for the next slide
Telephone interview
Finishing the call
At the end of the interview:
emphasise your interest in the job
emphasise your interest in the company
reiterate your qualifications
stress that you would welcome a face to face interview
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 35/37
Press return for the next slide
Telephone interview
After the interview
Write a short thank you letter
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 36/37
Press return for the next slide
Further help and information
Brent Library Service have a number of resources which can help
you increase and improve your telephone skills
Examples of these are:
Work Base Training Improving telephone skills 658.452
Patrick Forsyth Telephone skills 658.452
A Watson-Delestree Basic telephone training 651.7
If you want to know more about these or have any other questions
please ask a member of staff in your local library
8/14/2019 Telephone Skills[1]
http://slidepdf.com/reader/full/telephone-skills1 37/37
TELEPHONE SKILLS
You have reached the end of the
presentation- thank you for
watching