The document discusses various aspects of effective telephone communication and conversations. It provides tips on answering calls professionally, setting up meetings over the phone, taking messages, and guidelines for clear and polite communication. Sample telephone dialogues are also included to demonstrate proper phone etiquette and arranging appointments.

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3. Telephone communication may be slower
than its new-media counterparts, but it still
has benefits in an increasingly impersonal
world.
The telephone call, which connects a caller
with a human voice, is still an important
business component.
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4. The simplest communication process always
involves 4 parts:
A is the person who has information to
convey to another person.
The is the information to be
communicated.
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5. A is the means or medium of
communication. The channel might be the
telephone wires, a printed page of a letter or
even data transmission over wires from
computer to computer.
A is the person who takes in the
information that is sent.
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7. It can be - When you call to a friend
or relative.
It can be - When you call to an office,
to your boss, etc.
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8. Hi Rosi, how is going on?
Hey man! Cool. You?
Good!... What about your
husband?
He’s working now… something to
tell’im?
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9. Yep, if he can call
me back please.
Sure!. I’ll tell’im.
Thanxs Rosi. Take
care!
No problem, you
too!
Bye!
Bye!
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10. Good morning. I’d like to talk to
Mr. Dan Brown please.
Good morning. I’m sorry but
Mr. Dan Brown is not here at the moment.
Would you like to leave him a message?
Yes please. Tell him that Ms.
Sumathi needs to contact him.
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11. Sure, I’ll tell him.
Does he has your phone
number?
Yes he has it. Thank
you.
You’re welcome.
Something else?
No, that’s all. Good
bye
Good bye Ms.
Sumathi.
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12. Every phone call should begin with a polite greeting such
as, Hi, how've you been? or Nice to hear from you.
There always comes the point, however, where you want to
move on from friendly banter and get down to business.
E.g.. I'm just calling to ...
For example, I'm just calling to see if you'd like
to set up a meeting. If the situation is reversed, however,
and you are waiting to find out why someone called you,
you can guide the conversation by saying, So what can I do
for you?
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13. For example, begin with I would like to say
something here, if I may or Allow me to make a
point. Or, you could just ask: May I interrupt you
for a second?
Please let me confirm... and So, let me make
sure I've got things straight...
Well John, it's been a pleasure talking to you.
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14. The date and time of the call.
The full name of the person calling (ask for
correct spelling)
The company the caller is from.
The phone number and time available to call
back.
The purpose of the call (message).
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15. Answer/Pick up: to say "hello" into the phone when it rings
The Phone is ringing. Could you please answer it for me?
Call back/Phone back: to call someone who called you first
I am busy right now--can you call back in an hour?
Hang up: to put the receiver down and end a call
Please hang this up when I pick up the other phone.
Thank you for calling.
How can I help you?
May I ask who's calling, please?
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16. May I speak to/with the manager, please?
I’m calling to make a reservation.
One moment please.
I'll put you through to his office.
Please hold, I'll transfer you.
Would you like to leave a message?
He's busy right now.
Can you call again later?
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17. Mr Kapoor’s office!
Hello, can I speak to Brian Kapoor, please?
I’m afraid he’s in a meeting until lunchtime.
Can I take a message?
Well, I’d like to arrange an appointment to see him,
please. It’s Peter Jefferson here.
Could you hold on for a minute, Mr Jefferson.
I’ll just look in the diary. So when’s convenient for you?
Some time next week if possible. I gather he’s
away the following week.
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18. Yes, that’s right, he’s on holiday for a
fortnight.
Well, I need to see him before he goes away. So
would next Wednesday be okay?
: Wednesday . let me see . he's out of the
office all morning. But he's free in the afternoon, after
about three.
Three o'clock is difficult. But I could make it after
four.
So shall we say 4.15 next Wednesday, in
Mr Kapoor's office?
Yes, that sounds fine. Thanks very much.
Okay, then. Bye. TELEPHONE CONVERSATION
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19. “Hello?” “May I speak with Lisa Greene?”
“This is she.”
“Hi Lisa, this is Peter Jackson returning your
call.”
“Hi Peter! I was wondering if we could set up a
meeting to discuss some of our new products.”
“Good idea. Let me check my calendar. Are you
free next Tuesday?”
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20. “Actually, I’d prefer Wednesday, if that’s all right
with you. We’re expecting a visit from some clients
on Tuesday.”
“No problem. I’m busy in the morning, but how
about after lunch? Let’s say 3 o’clock?”
“That works for me!”
“Great! I’ll see you next Wednesday afternoon,
then.”
“OK. Thanks for calling, Peter. Bye.”
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21. Be absolutely clear on
• WHY you are making the call.
• What will happen?
• Which questions will you ask?
• How will you want the prospect to feel?
Smile, relax and be yourself. Be polite (no
matter what) and always be professional.
Gain interest from your prospect by
being interesting. Scripts help.
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22. Listen, really listen. Many sales people are so
focused on what they are about to say they miss
vital information, feedback and buying signals.
Develop a strong appointment setting script,
practice it, refine it, make it relevant and find out
which words are the most effective.
Get to the point quickly. Business people are busy;
they don’t have time for a drawling, unstructured
explanation of why you are calling.
If not now when? If the prospect is unavailable or
says “no” to an appointment, is it now, later or
never? Why not now? When is a good time?
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23. Carefully check the details for each appointment –
right time, right place, right date, and right meeting
attendees? Remind the prospect they can make
changes by calling you back – this gives you
credibility.
Be persistent. Once you sit down to make
appointments stick to it. Use the all of the allocated
time and avoid procrastinating. Sales is often only
about the “numbers”.
Maintain a positive mental attitude.
Person said: “whether you think you can, or think you
can’t, you’re right either way”. Learn something from
every call.
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24. Make sure that you have these handy in front of you:
Your telephone number (your contact information).
Your planner (schedule, especially information when
making appointment)
Information about the person that you are
about to call.
Pens or pencil.
Memo pad /plain white paper.
Other important information.
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25. "Microsoft, this is Steve."
"Hi Steve, this is Richard from Third Hand Testing.
I'm calling in regards to the MSN assignment. Do you
have a minute to answer a couple of questions?"
"Sure. What can I help you with?"
………………
………….
"That makes our job a little easier."
"Do you have any other questions?"
"No. That's all I had. Thanks for your time."
"No problem."
"Ok. Good bye."
"Bye."
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26. Hello, Good afternoon. this is swiss cottage
and you are speaking with Peter. How may i help you?
Good afternoon, I’m Mrs Dhivya. I phone you
yesterday and i booked a cottage from 15th- 19th of
May. however i don't think this cottage is suitable for
because the cottage is upstairs it’s very hard to go on
stairs.
oh i am very sorry about that, but how may i
help you ?
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27. If it is possible please change the
cottage from upstairs to ground floor but i
want it to be on the same date from 15th-19th
of May.
alright we will change it for you, but
our administration department may charge
you for the changes, however you are our
regular customer so we won't charge you.
oh thank you so much
Ok thank you for your calling, have
a great day bye.
bye.
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28. Answer the phone in as few rings as
possible.
Try to solve the problem within the call
time.
Phone conversation lacks the obvious
input of body language; the recipient on
the other end will receive your true
intentions through the tone of voice you
use during the call.
Use the caller's name, whenever
possible.
Body language really matter when talking
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29. Identify yourself first when calling another
person. For example, say, "This is Mary calling for
veena, please.“
Close your conversation with a professional closing.
Focus on your breathing.
Stand up when speaking on the phone. Eg) You’ll
sound more enthusiastic, and it’s a great way to
transmit body language via your voice.
Respond vocally to comments and questions.
Reflective listening with prompts like “a-ha”, “hmm”,
“yes” or “I see”, will let the people who are speaking
know that you are listening.
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