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Professional Marketing Course
TELEPHONING TIPS
1. Choose a
private place to make your call: This is to
establish a momentum and to avoid interruption.
2. Organize your
calls: Have names, numbers and though organize
in advance.You Will accomplish more in less time
when you do.
3. Smile on the
phone: The prospect will feel it at the other
end.
4. Use a script:
Know exactly what you are going to say and how
you are going to Say it.
5. Introduction:
Introduce yourself, your company and state the
purpose of your call Immediately. Make certain there
is no apology in
what you say or how you say.
6. Verify the
name of the prospect: to whom you are speaking
make certain of its Pronunciation.
7. Speak as if
you were with the prospect and looking
directly at him. This help to establish a better
rapport.Courtesy,
Sincerity and
clarity speech is essential to your success.Use
“Thank You.. May I ask?
And other
expressions that demonstrate good manners.
8. Thank the
prospect: and always let the prospect hang up
first.
ON THE PHONE
9. Talk a
little faster than normal,talk a little louder than
normal and talk a little clearer than normal.
10.Be brief:
Remember most people are time poor Be
enthusiastic: it is contagious
Be urgent:
You want the message to be perceived as
important
11.Your first 16
words over the telephone are vital:
One of the
greatest sale trainers that ever lived,Elmer
Wheeler, Said this:
“Your first 10 words
in selling are more
important than
your next 10,000.”
Thus, when you
are over the phone,the first 16 important words is:
“Hello, Mr.
prospect, this is Lee calling from Acume Sdn.Bhd.Is
this a convenient time to talk?”.
(The prospect
will either say, yes, no or what’s this about?.When
prospect says, “What’s this about?” you’ve been
given permission
to talk.If he says,”No” you then give the prospect a
choice of times when you will call
back, many time
the prospect will then say,”what’s this all
about?”,which give you permission to go ahead and
talk.
THE ART OF TELEMARKETING
Telemarketing is
simply an organize communication skills of marketing
products and services over the phone.This require
the basic fundamental skill: COMMUNICATION.
All the knowledge in
the world will not help us if we are unable to
communicate.The
customer won’t be able to grasp or understand
exactly what you are trying to tell them if not
being communicated in a proper and orderly way.
Speech experts agree that there are three elements
of tools to communicate.
1.
Body Language: What we communicate through
our physical body
2.
Words:What we say
3.
Tone(Voice):how we say
They all agree that
Body Language contribute 55%, Words contribute 7%
and amazingly Tone(Voice)contribute 38% over
communication segment.
When you are on the
phone, communication via Body language is missing.
Our ability to fill the body language empty segment
by skillful Intonation will be the main factor to
communicate well over the phone.
TIPS FOR GETTING A GOOD VOICE
i)
PITCH: High or Low-speech Experts say low is
desirable because lower pitched sound more
sincere,project and
carry Better.
ii)
INFLECTION: Don’t talk in a
monotone-“variation in pitch” create a more
interesting sound. A simple way to
sound better
is to use rising inflection towards the end of a
sentence.
iii)
COURTESY: Common everyday courtesy applies
the same as face to face.It may be more important
because you
can’t see the
person who you are speaking with.Thank with
sincerity.
iv)
TONE: It’s the way we say it.Our voice can
reflect sincerity,interest ,care and
confidence.These will be heard by
callers and
will reflect in their consideration of what you are
saying and their impression of customer service.
v)
UNDESTANDABLE: Avoid talking with anything in
the mouth-gum, sweets, pencil, hair, Finger.
vi)
ENUNCIATION: Clear enunciation will help
avoid misunderstanding and the need to repeat
ourselves-take care
to pronounce
words fully.
Compiled by: J.Loudin ( April, 2005 )
12, SS2/75, P.J., Selangor 47300, Malaysia. Tel:
603-7875
5128, Fax:
603-7876
2320.
Email:
enquiry@acume.ws www.acume.ws
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