UPM-CALC/SEM1/2020-21/CEL2105/THT4

CEL 2105
SPOKEN COMMUNICATION FOR THE WORKPLACE
SEMESTER 1, 2020/2021
TAKE HOME TASK 4 (WEEK 5)

This is a weekly activity for you to carry out individually or in groups as instructed. The
activities should be completed before the next class.

1. Follow-up call

a. What is the purpose of a follow-up call?

Follow-up call in general, play an important role in the sales process. When
done right, can openly communicate with prospects and clients while
keeping them engaged. If not able to maintain communication through a
series of follow-ups, we stand to lose their interest. Eventually, may even
lose contact with them and miss the opportunity they bring.

b. List down three appropriate language expressions to use when making a

follow-up call.

 Hello, this is [your name] from [company name]. I’m returning

your call about [topic].
 I will follow up with the requested information soon.
 Thank you, have a nice day!

c. Why is it important to use these expressions when making a follow-up call?

 In this situation, you missed the call while you were away, and you’re
now returning that call. You may also include a simple apology and a
brief background of the information the caller might have left for you
earlier.
 If the caller requested information from you, but you couldn’t get the
information during the call, you can say this phrase at the end of the
conversation. This lets the caller know that you’ll look for the
information and call them back soon.
 If the phone call is ending and you have resolved everything with the
caller, then you can use this simple ending.
2. Action plan

a. What is the purpose of an action plan?

 An action plan can identify ways that milestones and short-term goals
can be reached while working toward a long-term goal.

b. How can we remind and get feedback on action plans?

 Step 1: Focus on 2-3 areas. First, get employees to focus on just 2 to 3

areas to improve. ...

 Step 2: Use the 5 whys. ...

 Step 3: Spend more time on the plan. ...

 Step 4: Find more than one solution. ...

 Step 5: Make it happen.

c. List down three appropriate language expressions to use when

reminding and getting feedback on action plans.

 “I can do that for you.”

 “What else can I help you with?”
  “We appreciate your feedback.”