In the process of telephone communication, telephone communication is also very important. Now many sales methods are by telephone, so it is necessary to learn and master basic telephone communication skills and office telephone etiquette. The following is the process of telephone communication.
Voice flow of telephone communication 1 First of all, you must make a draft before making a phone call.
The significance of writing a good draft is to clarify the purpose of telephone communication, what kind of reaction the other party will have and how to deal with it. Of course, if you are experienced in the workplace or have strong adaptability, you don't have to memorize. In telephone communication, once the other party stops and gets stuck, it is usually difficult to achieve the expected effect.
For a simple example, a local customer wants to visit at home, and the superior leader asks you to confirm the time of the other party's visit. If you think it is really as simple as confirming the time, you will leave yourself a lot of trouble.
First of all, the purpose of this kind of telephone communication is not only to confirm the time, but how to make the customer complete the visit smoothly. Confirmation time is only part of it. If the other person comes by car, he will probably ask how to park on the phone. If you take the bus, it will ask which station is more convenient.
Every call you make represents the image of the company, and making a draft will help you complete the telephone communication more effectively.
Second, don't call during the break.
Why did he answer your phone during the break? All telephone communication should be completed during working hours as far as possible, and no phone calls should be made during breaks, especially at noon. I seldom make phone calls during my lunch break unless there is an emergency.
Many companies have the habit of taking a lunch break, even if the other party is not taking a lunch break, it may be eating lunch. In either case, it is a very bad environment for telephone communication.
Third, try to complete the telephone communication within five minutes.
Speaking in the workplace pays attention to efficiency. The longer the call time, the lower the efficiency. In short, everyone's time is precious, and the other party has a lot of things to do. If you want to waste your time, people may not want to. Therefore, try to be concise and express your demands correctly.
Fourth, the first sound is very important.
The standard first call should be: "Hello, this is XX from XX Company". Your voice is not unique. Don't let everyone know it's you as soon as they hear it. Anyway, the other party will ask, why not sign up at the beginning? After you talk a lot, the other person asks who you are. What you said before is tantamount to nothing.
Five, keep a happy mood
No one wants to accept negative energy, and everyone wants to work with people who are positive and sunny. If you are in a bad mood, please put your thoughts right before you call or answer the phone. After all, the telephone only relies on voice communication, and your bad mood will be transmitted to the other end through the telephone line. Even if you have normal demands, the other party will give you a discount.
Sixth, there must be a clear time limit.
When we express our demands on the phone, we may not always get a response from the other party. There will always be various reasons or emergencies, and there must be a clear time limit. If we can't meet our requirements immediately, when can we meet them? On the one hand, it gives the other party a sense of urgency, on the other hand, it also leaves a basis for us to track the progress.
Seven, make records.
It is better to have a good memory than to write poorly. Telephone communication should be recorded, especially telephone communication that needs to be followed up. After a long time, or when you are busy, you may not remember the content of the original telephone communication. Taking notes is a good habit.
Eight, politely hang up the phone.
It's rather impolite to hang up after you finish. When you finish the conversation, say "goodbye" or "that's it" politely, which will show your self-restraint.
Phonetic process of telephone communication 2 1. Keep yourself smiling.
Speaking with a smile, the voice will also convey a very pleasant feeling, which will naturally become more approachable in the ears of customers, so that every phone can maintain the best texture and help you enter the other party's time and space.
2. The volume and speed should be coordinated.
When people meet, there is a so-called "magnetic field". In the telephone, there is also a telephone magnetic field. Once the magnetic fields of business people and customers match, the conversation will be much smoother.
In order to understand the other party's telephone magnetic field, it is suggested to use a moderate volume and speed at the beginning of the conversation, and then adjust your volume and speed after recognizing the other party's characteristics, so that customers will feel that you are in step with him.
3. Identify the caller's image and enhance interaction.
From the tone of the other party's voice, we can simply distinguish the image of the caller. People who speak fast are visual, people who speak moderately are auditory, and people who speak slowly are sensory. Business people can give each other "appropriate suggestions" after distinguishing the appearance.
4. That won't take up too much time. Explain it briefly.
"Can you wait for me for two minutes? In order to make the other party willing to continue this call, the most common method I use is to ask the other party to give me two minutes, and when the average person hears two minutes, the idea of "it's only two minutes anyway, just listen and watch" usually appears. Actually, do you really only speak for two minutes? It depends on personal skill!
5. Tone and intonation should be consistent.
On the phone, the opening remarks are usually pronounced in Mandarin, but if the other party's response is Taiwanese, I will immediately switch to Taiwanese to talk to the other party. Sometimes alternating between China and Taiwan is also a way to close the distance between the two sides. The main purpose is to "stand in the same magnetic field with the other side".
6. Make good use of telephone opening remarks
A good opening speech can make the other person willing to talk to the business people more, so besides "delaying for two minutes", what to say next becomes very important. How to know each other's thoughts better? Ask: "What do you think of the recently launched investment products?" Open questions like this.
The phonetic process of telephone communication 3 1. Answer the phone quickly and politely.
Answer the phone quickly first and try to pick up the receiver before the bell rings three times. This is a polite behavior to avoid leaving a bad impression on the caller. Responding after the phone rings three times will make the other party anxious or unhappy.
As Kenji Suzuki, a famous Japanese social psychologist, said, "Telephone itself is a kind of business. A major feature of this kind of business is that it reflects everyone's characteristics at all times. " "In modern large-scale production companies, one of the missions of employees is to answer the phone as soon as they hear it." When answering the phone, you should also give your company and name first, and then confirm the other party.
2. Listen carefully and give positive feedback.
As a receiver, during the call, you should listen carefully to the other party's speech, answer it in time and give the other party positive feedback. When you can't hear clearly or understand the meaning during the call, you should tell the other party immediately. When you receive an invitation or notice from the other party on the phone, you should thank them warmly.
3. Standardize transferring calls.
If the other party asks you to transfer the call, you should find out who the other party is and who you are looking for so as to contact the receiver. At this point, please tell the other party to "wait a minute" and find someone quickly. If you don't put down the receiver, call someone far away, you can gently cover the receiver or press the hold key, and then call the receiver.
If you decide to transfer the call to another department for other reasons, you should politely inform the other party that you will transfer the call to the department handling the matter or the appropriate staff.
4. Carefully record the phone records.
If the person who wants to answer the phone is not here, you should make a good record of the phone call. After the record is completed, it is best to repeat it to the other party to avoid omission or wrong memory. You can use a telephone record card to record the telephone calls.
enunciate one's words clearly
When talking on the phone, smiles, gestures and other ways to convey affection do not work, and intonation has become a rare tool. It is very important to pronounce clearly, use proper words and intone.
respect the other party
Nowadays, most people call from "hello" at the beginning to "goodbye" at the end. Most of the phones are connected. Say "hello" first. It's easier to say "hello" easily and happily. After saying "hello", you should say your name immediately.
brief and to the point
Busy people will appreciate and even thank the simplicity of the caller. When talking with people, besides being polite, you should also pay attention to not talking for too long, otherwise it will not only affect the call, but also prevent others from calling you.
After the call, it is not appropriate to hang up the phone for no reason, but to say "goodbye" politely, which is a signal that the call is over and a respect for the other party.
The fourth skill of making a phone call: choose the time.
When contacting work by telephone during office hours, try to listen to you carefully after the other party goes to work 10 minutes and before leaving work 10 minutes, so as not to feel in a hurry. Put a piece of paper or a phone book next to the phone in case of emergency.
Control emotion
When you are in a bad mood, pay attention to your tone and tone when you call. Because you are in a bad mood, your tone of voice is often stiff, and the other party doesn't know what you are thinking, which is easy to cause misunderstanding.
Avoid rudeness
When you make a phone call, you should pay attention to other details besides language. For example, if you accidentally dial the wrong phone number, you can't click to hang up when the phone is connected, because you dialed the wrong number and brought trouble to the other party. The correct way is to apologize to the other party and then hang up.
1, polite and friendly attitude
When using the telephone, use more positive words, less negative words, and use vague words appropriately; Use more apologies and polite expressions, and less arrogant and blunt words. Polite language and soft voice often leave a cordial feeling for each other.
As a Japanese research newsletter said: "Whether in the company or at home, you can basically judge the' education' level of this person by the way he talks on the phone."
2. The information should be concise.
The telephone language should be concise, and express what you want to say in concise and clear language. Because one party on the phone has abnormal body language such as nervousness and disappointment, and the other party on the phone doesn't know that the judgment he can get can only come from the voice he hears. The correct way is: after greeting, that is, make it clear at the beginning, speak the topic frankly, and talk less empty words and cliches.
Step 3 control speed and intonation
Speak in a moderate tone, intonation and speed. This charming voice can easily make the other person happy. If the speech process is too fast, the other party can't hear clearly and seems to be able to cope with it; Too slow, the other party will be impatient and appear lazy and procrastinating; If the intonation is too high, the other party will hear harshly and feel stiff but not soft;
If it is too low, the other party can't hear clearly and feels weak. Generally speaking, the speaking speed and intonation are the same as usual. Even if it is a long distance call, there is no need to shout. Put the microphone two or three inches away from your mouth and speak directly into it.
In addition, when making a phone call, there are all kinds of strange voices around, which will make the other party feel that they are not respected and angry. At this time, they should explain to each other to ensure that both sides can convey information comfortably.