1. The document provides guidance on effectively participating in and conducting conference calls. It outlines objectives for conference calls, such as requirements gathering or status updates.
2. Details are given on introduction, setting the purpose and agenda, participant etiquette during the call, and follow-up actions. Important points include speaking clearly and identifying oneself when speaking due to the lack of body language.
3. Tips are provided for successful customer interactions, such as understanding objections, flexible negotiation, and never rejecting demands outright. Phrases to avoid and commonly used phrases are also listed. The document emphasizes preparation, timeliness, and identifying action items to improve conference call outcomes.
6. Introduction
Introduce yourself to the customer
Clear voice
Precise and concise introduction
Useful information only
What to include?
Name: First name, Last name; nickname, if any
Education: Degree, discipline, university (college name not required)
Project details: Name, purpose, your contribution
Platform expertise
Hobbies
Understand responses
“Would you like me to go into details?”
“Did I make myself clear?”
“I can talk about my hobbies, if you like.”
“Do you have any questions?”
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7. Call Purpose
Purpose
Discuss (requirements, design, test strategy, …)
Inform (current status, leave plans, team structure
changes, …)
Request (additional information, postponement of
deadlines, adding / removing tasks, changes in features,
…)
Convey bad news
Convey good news
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8. Call at a Glance
Pre-call actions
During the call
Post-call actions
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9. Pre-call actions
Prepare a clear agenda
Send invitation request to all participants well in time
Communicate the agenda with relevant members
Share relevant documents / reports / links with
relevant members
Be prepared with all data
Go to the call with note book , pen / lap top
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10. During the call
Start the call with:
Small talk
List of attendees
Introductions
Summary (agenda/status)
Set the context with proper introduction(s)
Follow the agenda
Be precise; use correct terminology
Take notes and make a list of action items with owners
Iterate over the action items before completing the call
Speak clearly, well into the microphone
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11. During the Call - Basic Rules
Be Punctual
Make sure you are ready for the conference call a few minutes ahead of
time.
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12. During the Call - Basic Rules
Use Your Mute Button
Any type of background noise can be disruptive and can inhibit the
clarity of the transmission.
WHO is speaking
Every time a participant needs to speak they should always begin by
introducing themselves.
Always Be Prepared
Unless your conference call is an emergency meeting, there is no excuse for a
lack of preparation from each and every participant.
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13. During the Call (contd.)
Silence is embarrassing
Uncomfortable things:
Failures / lack of progress
Refusals
Interruptions
Disagreements
Vagueness
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14. During the Call (contd.)
Successful probing of customer requirements
Establish rapport with customer
Get customer talking
Aim at winning confidence of customer
Understand customer requirements carefully
Ask questions skillfully, listen actively
Seek clarification, minimize scope of ambiguity
Double–check main considerations and parameters of customer requirement
Re-confirm nature and full scope of customer requirements
Probe underlying requirements if any
Focus on what the customer wants, not on what you want to give him/her.
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15. Post-call actions
Send out the meeting notes containing
Issues discussed
Action items, closure date, owners
Open issues
Periodic follow-ups for action items
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16. Successful Objection Handling
Understand customer psyche behind objections
Determine exact nature and scope of objections
Probe hard to identify specific objections
Handle objections with confidence, competence and common sense. Re-assure
the customer.
Consciously remove fear of losing customer from your mind
Take rejection in your stride
Be well informed and professional.
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17. Successful Negotiation with Customer
1. Be flexible while talking with customers
2. Acknowledge flexibility shown by customer
3. Follow the principle of give and take
4. Be tactful with customer
5. Show a lot of patience and persistence
6. Seek help from colleagues if necessary
7. Don’t get emotionally involved or agitated during customer interaction
8. Never give up your effort to delight the customer
9. Try and achieve win – win position for both sides
10. Never be desperate or defensive
11. Don’t reject customer’s demands outright
12. Present your arguments in a non aggressive manner
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18. Phrases Not to Use on Conference
Calls
Pass the bottle
It's your round
Can they hear us
Don't worry, they can't see us
Does he/she ever stop talking
I'm glad this is not being recorded
Let's agree not to make a decision, then we can have
another meeting!
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19. Phrases used in nearly every
teleconference
Are we all on?
Can everybody hear me?
Did everybody get the agenda?
Let’s keep this short
We’ll just wait a few minutes
Let’s do a quick roll call
Sorry I’m / we’re late
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20. Tips
Use a powerful greeting
Stick to the agenda
Don't let anyone throw you off track
Group participation
Recap the main points
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21. Always Remember…
1. Distribute a clear agenda in advance of the call and stick to it
2. Send the dial-in number, pass code, and instructions multiple
times
3. Always identify yourself when you’re speaking
4. Limit or eliminate background noise
5. Speak loudly and clearly
6. If you don’t have anything to add, don’t add anything
7. End the call on time
8. Close with clear next steps
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