87% of the listener's opinion of you is based on your voice alone
Only %10 of a communication is verbal
Third ring rule
Tips for Telephone Success
Plan your telephone presentations in advance.
Summarise what you have been told
Let other people talk
Use open-ended questions to get people to speak more freely
Use the international phonetic alphabet
Promptly return calls
Make it easy for them to return your call
Tape yourself for self-improvement
Flow Of a Call
Getting to the point
Interrupting without insult
Closing the call
A Voice For Success
Put a smile on your face first
Make your voice as expressive as your face
Don’t overlook the importance of enthusiasm in your voice
Check your volume
Create affinity with your callers
Avoid slang and poor grammar.
Getting People to Slow Down
Immediately ask the person to speak slowly.
repeat each piece of information as the person speaks
Do not say you have understood if you have not. Ask the person to repeat until you have understood.
If the person does not slow down begin speaking your own language
This is Ken.
Asking who is on the telephone
Excuse me, who is this?
Can I ask, who is calling?
I will put you through…
Asking for someone
Could I speak to...?
I'm sorry, I don't understand. Could you repeat that, please?
I can't hear you very well. Could you speak up a little, please?
Putting someone on hold
Could you hold the line, please?
The Phrases_Example Operator: Hello, Nortel Netas, How can I help you? Alihan: This is Alihan ARICA. Can I have extension 3421? Operator: Certainly, hold on a minute, I'll put you through... Fatih: COE office, Fatih speaking. Alihan: This is Alihan ARICA calling, is Secil in? Fatih: I'm afraid she's out at the moment. Can I take a message? Alihan: Yes, Could you ask her to call me at … . I need to talk to her about the GWC booting problem, it's urgent. Fatih: Could you repeat the number please? Alihan: Yes, that's …. , and this is Alihan ARICA. Fatih: Thank you Mr ARICA, I'll make sure Secil gets this asap. Alihan: Thanks, bye. Fatih: Bye.
Leaving a Message
State the time of day and your reason for calling
Make a request
Leave your telephone number
Leaving a Message_Example
Hello Onur, this is Aysun.
It's about noon and I'm calling to see if you would like to go to the cinema on Friday.
Could you call me back? You can reach me at 367-8925 until five this afternoon.