Telephone Communication Rules. Example of a business phone conversation

“Talking on the phone lies halfway between art and life. This communication is not with a person, but with the image that develops with you when you listen to him” (Andre Morois).

Introduction

Basic knowledge business etiquette and the ability to make contacts is an integral part of the professional experience of employees. According to statistics, to solve more than 50% of business issues, a telephone is actively used.

Negotiated negotiations are very different from direct business communication. Basics Failure telephone etiquette leaves an imprint on the image and reputation of any organization. What are the basic rules for talking on the phone?

5 stages of preparing for telephone calls

The outcome of telephone conversations is largely dependent on planning. Effective calls cannot be spontaneous. Preparation and planning of negotiations can be divided into 5 stages.

Telephone Communication Rules in the Business Field

• At the beginning of the conversation you can not use the words: "hello", "listen", "say." The first and elementary rule: to introduce oneself kindly when answering a call. For example: “Good afternoon. Manager Tatyana. The company "Fortune".
• Negotiations should be brief. You can not discuss a deal or other business on the merits. To do this, you need to make an appointment.
• During the conversation, transmitting the phone many times is bad form.
• Negotiations are conducted only with decision makers.
• The promise to call back should be fulfilled immediately as soon as the problem is resolved, or within a day.
• If the specialist is absent from the workplace, it is possible to exchange information with the help of another employee or assistant manager. The content of the message through third parties or to the answering machine must be planned in advance, observing the rules of communication by phone. Ask the secretary to organize the transfer of data and make sure that in any case they reach the addressee.
• Recording on the answering machine begins with a greeting, indicating the date and time of the call. After a brief message, the words of farewell follow.
• Phone calls cannot be left unanswered, since any call can help you get important information or make a deal. Pick up the phone quickly until the third beep.
• Of course, you cannot answer two phones at the same time.

10 phone etiquette recommendations

1. Negotiate quickly and energetically. Clearly and clearly setting forth the arguments, answering questions without long pauses and vague phrases.
2. A pause can last as an exception for no more than one minute if the specialist is looking for a document. When the interlocutor waits longer, he has every right to hang up.
3. Courtesy is required for calls. Swearing and screaming in any case relate to a violation of the ethics of communication over the phone.
4. In telephone conversations, it is not recommended to use jargon, colloquial and profanity.It is not advisable to use terminology that may not be clear to the interlocutor.
5. You can’t cover the handset or microphone with your hand while talking with colleagues, as the person you are talking to is likely to hear this conversation.
6. Making waiting for a guest or visitor when you speak on the phone is a violation of business etiquette. In this case, you need to apologize, state the reason and schedule a new call.
7. If the connection fails, when the conversation ends, the one who called again re-dials the number. During negotiations between a company representative and a client, customer or partner, the representative calls back anew.
8. Concluding negotiations, it is worth once again voicing joint agreements and arrangements.
9. He ends the conversation and says goodbye first, the one who called, or the senior in position, by age.
10. Sincere words of gratitude are indispensable at the end of the conversation. In parting, you can orient the interlocutor for cooperation: “See you tomorrow” or “Call you at ...”.

Taboo, or What expressions should be avoided?

7 secrets of successful calls

1. The rules of talking on the phone with customers suggest that effective negotiations fit in 3-4 minutes.
2. Pose and intonation are just as important as the information conveyed during the conversation.
3. What does the interlocutor say? Fast or slow. Successful managers can adapt to the pace of the client’s speech.
4. Monosyllabic "yes", "no" is preferable to exchange for detailed answers. For example, a client is interested in whether you will be on Friday, you should not only answer “yes”, but also inform the mode of operation.
5. If the conversation dragged on, then instead of apologizing, it is better to thank the person you are talking to. Apologizing tone the rules of talking on the phone with customers are not allowed.
6. Notes and notes during telephone conversations in a notebook will help to restore the course of an important conversation. A business person will not use scraps of paper or calendar sheets for this.
7. A feature of the phone is that it enhances speech imperfections. You need to carefully monitor your diction and pronunciation. Recording on the recorder and listening to your conversations with customers will help to improve the negotiation technique.

When a customer calls ...

A dialed customer may not call himself, immediately starting to pose his problem.Therefore, it is necessary to tactfully ask: “Excuse me, what is your name?”, “What organization are you from?”, “Please be kind enough to tell me the phone number?”

The rules for communicating over the phone with clients are related to the fact that only accurate information should be transmitted if you have the necessary data. A client who does not wait for a clear answer will no longer contact your organization.

Sometimes you have to deal with an angry or nervous client. It is better to listen to his complaint and not to interrupt. He will be capable of constructive dialogue only when he speaks out. Hearing an insult, you need to hang up.

Calls in public places or at a meeting

Meeting and business meeting - this is the time when by the rules you need to refrain from calls. Live voice is a priority. Negotiations that distract the attention of those present are unacceptable.

Answering a call at a business meeting or meeting means showing the other person that you do not value it and the time you spend with it, that the person who called is more important.

There are also good reasons, for example, a relative's illness, a major contract. The rules of communication by telephone suggest that those present need to be informed before a meeting or meeting, to coordinate the receipt of a call with them. The conversation should be carried out very quickly (no more than 30 seconds), if possible in another office.

A person talking on the phone during a private meeting, in a restaurant, in a meeting, looks uncivilized and stupid.

Business conversation on the phone. Example

Option 1

Head: Center "Satellite". Good day.

Secretary: Good afternoon. Union of consumer societies. Morozova Marina. I'm calling for a contest.

R: Alexander Petrovich. Listen to you.

S: Do you have the opportunity to provide us with a hall for 120 - 130 people from March 15 to 21?

R: Yes. You can reserve a conference room with 150 seats.

S: Thank you. It will suit us.

R: Then it will be necessary to send us a letter of guarantee.

S: Good. Can I send a notification mail?

R: Yes, but it will go three days.

S: It's a long time.

R: You can send it by courier.

S: So, we will do so. Thank you for the information. Goodbye.

R: All the best. We look forward to collaborating.

Business conversation on the phone. Example 2

Manager: Hello. I would like to speak with Ivan Sergeyevich.

Exhibition Director: Good afternoon. I am listening to you.

M: This is Vladimir Baluev, manager of Maxi Stroy. I am calling for negotiations to clarify the rates.

D: Very nice. What exactly are you interested in?

M: Has the cost of exposure square meter increased?

D: Yes, it has grown. From September 1, one square meter in the pavilion costs six thousand rubles, and in an open exhibition - three thousand.

M: I see. Thank you for the information.

D: Please. If you have any questions, call.

M: Thank you. I will appeal if necessary. All the best.

D: Goodbye.

Conclusion

The ability to apply the rules of communicating over the phone with customers is becoming an integral part of the image of any organization. Consumers give preference to firms with which it is pleasant to deal. Effective business communication is the key to successful transactions, and hence the financial well-being of the enterprise.