Efficient Telephone

Techniques
Extracting Info and Leaving the
Caller Confident
Activity: SAY IT!
 Learning Objectives
• Questions that lead to informative answers
and lead the conversation,
and how to ask them

• Minimize phone time

= Maximize solution time
 WHAT TO ASK?
Brainstorming positive “pocket” questions

Module 4 4–4
 Inflection
The HOW of asking
questions
• 14% is grasped by
the actual words

Words
• 86% of the
message is from
your tone of voice Tone
of
Voice
 Tips to Improve Inflection
Before and During the Call

• Smile

• Breathe

• Keep your tone,

don’t match his/her tone
 Steering the Discussion
What do we need:
• Name
• District
• Contact Info (E-mail / phone #)
• Issue(s)
How to Get it:
• Start with guided questions
• Listen with purpose
• Kindly interrupt
• Avoid open questions
What do they need:
• To feel heard
• To know you understand
• A timeline for completion
How to Give it:
• Listen with purpose
• Repeat back sections
• Positive reinforces
• Be honest
• Give information
Role Play
 Summary & Conclusions
• What to ask based on what we need?

• How to ask to give right impression

• Steering the conversation so everyone’s

needs are met