The document outlines training objectives for telephone skills at Bass Pro Shops, focusing on a four-step method for effectively handling calls. It includes techniques for maintaining professionalism, attentiveness, and providing customer assistance. The content also suggests activities to practice these skills through mock calls and discussions.

1. Effective
Telephone
Skills
Blake Miller

2. Bass Pro Shops
• Switchboard
• 8 – 9 employees
• Small room

4. Training Objectives
• By the end of the training:
• Trainees will be able to effectively receive
telephone calls by using the four-step method.
• Trainees will be able to effectively talk with high
profile individuals.

5. Four-Step Method
1. Take a deep breath before answering the
phone (Obarski, 2014).
2. Use four answering courtesies (Kennedy Allbon
Tane, 2014).
3. Help the caller and listen attentively (Obarski,
2014).
4. Close the conversation (Kennedy Allbon Tane,
2014).

6. Step One
• Take a deep breath (Obarski, 2014).
• Organize thoughts before calls
• Helps sound alert and awake
• Prepare for the call

7. Step Two
• Use four answering courtesies (Kennedy Allbon
Tane, 2014).
• Greet the caller
• Name the company that is being called
• State your name when appropriate
• Ask how you can help the caller

8. Step Three
• Help the caller and listen attentively (Obarski,
2014).
• Get rid of distractions (Knott, 2008)
• Ask follow-up questions (Knott, 2008)
• Don’t interrupt the caller (Knott, 2008)
• Recap important facts (Knott, 2008)

9. Step Four
• Close the conversation (Kennedy Allbon Tane,
2014).
• Thank the caller
• Appreciation
• End on good terms

10. Mock Store Call 1
• Operator: Good fishing and hunting, Bass Pro.
• Caller: Hey, Bass Pro.
• Operator: Hello, how may I help you?
• Caller: I would like to talk with the hunting
department.
• Operator: Okay, which section of the hunting
department?
• Caller: Hunting supplies.
• Operator: Unfortunately our hunting department is
divided into many different sections. Could you be
a little more specific?
• Caller: I am interested in buying a gun.
• Operator: One moment please and I will get you
connected.

11. Mock Store Call 2
• Operator: Good fishing and hunting, Bass Pro.
• Caller: I would like to talk with the camping department please.
• Operator: One moment and I will get you connected.
• …later on
• Operator: Good fishing and hunting, Bass Pro.
• Caller: Yea, I wanted the camping department, but no one
answered. Is anyone working down there?
• Operator: I do apologize for that, but we are very busy. I am going
to put you on hold and try to get someone for you.
• Caller: Okay.
• (Places caller on hold. Gets an associate in camping on the
phone.)
• Operator: I have someone from our camping department on the
phone for you now.
• Caller: Thank you.

12. Activity One
• Use the tables as groups.
• Look at the corporate call script.
• Discuss in your groups where each step is being
applied and why.
• Could things be done differently? What?
• Feel free to write on the sheets.

13. Activity Two
• Take an envelope from your table.
• Find the envelope with the same number as
yours – pair up with that person.
• Read your cards to yourself.
• Find a location and sit back-to-back.
• Use your cell phones to create the
environment.
• Do the mock phone call – use the scripts for
help.
• Repeat.

14. Conclusion
• How did you feel while doing the mock phone
call? Why?
• Did you learn something new?
• Four-step process of answering a phone call.
• How can we use this information now?
• How can we use this information in the future?