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Telephone Personality

Objectives: 
Objectives:

Understand and apply

Telephone Personality Objectives:  Understand and apply professional telephone manners to project a positive telephone personality

professional telephone manners to project a positive telephone personality necessary in a call

center business

Telephone Personality Objectives:  Understand and apply professional telephone manners to project a positive telephone personality
Telephone Personality Objectives:  Understand and apply professional telephone manners to project a positive telephone personality
Telephone Personality Objectives:  Understand and apply professional telephone manners to project a positive telephone personality
  • Be able to discuss the importance of professionalism on a telephone transaction.

  • Discuss the different telephone techniques on significant parts of the call.

  • Identify the different parts of a simple call.

  • Identify the different parts of a sales call.

  • Formulate appropriate responses to common customer questions.

 Be able to discuss the importance of professionalism on a telephone transaction.  Discuss the

Professional Telephone Manners

Professional Telephone Manners Communication on the phone is a skill as it is an art. 
Professional Telephone Manners Communication on the phone is a skill as it is an art. 

Communication on the phone is a skill as it is an art.

  • Telephone manners and etiquette are critical components of a professional image.

  • There is no direct eye contact with your customer.

  • Professionalism must be displayed consistently throughout the entire call.

Professional Telephone Manners Communication on the phone is a skill as it is an art. 

Your Telephone Personality

Your Telephone Personality When you are on the phone, you become a totally different person. 
Your Telephone Personality When you are on the phone, you become a totally different person. 

When you are on the phone, you become a totally different person.

  • Your telephone personality sets the tone of the call.

  • Be aware of various mannerisms and styles that can be used to ensure the call is upbeat, professional and achieves the goals of the client ..

Your Telephone Personality When you are on the phone, you become a totally different person. 

Greeting

Greeting You start creating the first impression with the customer as soon as you say the
Greeting You start creating the first impression with the customer as soon as you say the

You start creating the first impression with the customer as soon as you say the greeting.

There are no second chances to make up for a poor

first impression!

Greeting You start creating the first impression with the customer as soon as you say the

Parts of the Greeting

Parts of the Greeting Acknowledge the customer Introduce the company Introduce your name Offer assistance **The
Parts of the Greeting Acknowledge the customer Introduce the company Introduce your name Offer assistance **The
Parts of the Greeting Acknowledge the customer Introduce the company Introduce your name Offer assistance **The

Acknowledge the customer

Parts of the Greeting Acknowledge the customer Introduce the company Introduce your name Offer assistance **The

Introduce the company

Introduce your name

Parts of the Greeting Acknowledge the customer Introduce the company Introduce your name Offer assistance **The

Offer assistance

**The parts of the greeting used will vary from project to project.

Parts of the Greeting Acknowledge the customer Introduce the company Introduce your name Offer assistance **The

Sample greetings:

Sample greetings: “Thank you for calling DWCC Call Center, my name is Jenny. May I have
Sample greetings: “Thank you for calling DWCC Call Center, my name is Jenny. May I have

“Thank you for calling DWCC Call Center, my

name is Jenny. May I have your zip code

please?”

“Thank you for calling DWCC Customer Service,

my name is Jerry. How may I help you?”

Sample greetings: “Thank you for calling DWCC Call Center, my name is Jenny. May I have
Building Rapport
Building Rapport

Rapport is setting a comfortable communication level between you and your customer, the main purpose is to establish trust.

One secret to establish rapport is to smile.

Rapport is critical especially in sales because once established, you gain the

customer’s trust, once trust is gained, the customer believes in the company.

Building Rapport Rapport is setting a comfortable communication level between you and your customer, the main
Confirming Essential Information
Confirming Essential Information

You have to make sure to capture data at all times.

The way you verify information will reflect if you’re putting good telephone

personality in practice.

In getting names and addresses: Ask the customer to repeat the information Spell out Use phonetics
In getting names and addresses:
Ask the customer to repeat the information
Spell out
Use phonetics
Phonetics are words used as symbols to spell out names. A Adam/Abby O Oscar/Oliver B Bob/Boy/Bravo
Phonetics are words used as symbols to spell out names.
A
Adam/Abby
O
Oscar/Oliver
B
Bob/Boy/Bravo
P
Peter/Paul/Papa
C
Charlie
Q
Queen
D
David/Delta
R
Robert/Rose
E
Edward/Echo
S
Sam
G
George
T
Tom
H
Henry/Happy
U
Universe
I
India
V
Victor
J
Jack
W
Wilson/Washington
K
Kevin
X
X-ray
L
Love/Larry
Y
Yankee
M
Mary/Mike
Z
Zebra/Zulu
N
Nancy
Placing the customer on hold Steps:
Placing the customer on hold
Steps:
Placing the customer on hold Steps: Ask permission and let the customer know why Give an

Ask permission and let the customer know why

  • Give an estimated time

  • Wait for customer’s response

  • Thank the customer for holding

  • Give results

Placing the customer on hold Steps: Ask permission and let the customer know why Give an
Things to remember: Refrain from placing customer on hold more than once or for excessively long
Things to remember:
Refrain from placing customer on hold more than once or for
excessively long period of time
Never exceed 20 minutes of holding time
If you need longer time, go back to your customer and advise
them to wait a little longer
Catalog Request Transaction Call Flow
Catalog Request Transaction Call Flow
Call Opening – Greeting
Call Opening – Greeting

“Thank you for calling DWCLDFI Call Center, my name is Marvin. How may I help you?”

Mailing Information – Mailing name/Mailing Address
Mailing Information – Mailing
name/Mailing Address

“May I have your first name please?”

“Let me get your mailing address, will that be a

house or an apartment?”

Catalog Request Transaction Call Flow Call Opening – Greeting “Thank you for calling DWCLDFI Call Center,
Customer Contact Information – Telephone number/email address “May I have your telephone number starting with the
Customer Contact Information – Telephone number/email address “May I have your telephone number starting with the

Customer Contact Information Telephone number/email address

Customer Contact Information – Telephone number/email address “May I have your telephone number starting with the

“May I have your telephone number starting with the area code?” “Would you like to share an email address?”

Closing
Closing
Customer Contact Information – Telephone number/email address “May I have your telephone number starting with the

“Thank you for requesting your free DWC 4 catalog, you should receive it within 2 weeks. Bye!”

Customer Contact Information – Telephone number/email address “May I have your telephone number starting with the
Sales Transaction Call Flow
Sales Transaction Call Flow
Call Opening – Greeting
Call Opening – Greeting

“Thank you for calling (name of company). This is

(name) speaking. How may I help you?”

Sales Transaction Call Flow Call Opening – Greeting “Thank you for calling (name of company). This
Sales Transaction Call Flow Call Opening – Greeting “Thank you for calling (name of company). This

Billing Information Billing name/Billing address

Sales Transaction Call Flow Call Opening – Greeting “Thank you for calling (name of company). This

“May I have your name as it appears on your credit

card?”

“Let me get your billing address, will that be a

house or an apartment?”

Sales Transaction Call Flow Call Opening – Greeting “Thank you for calling (name of company). This
Customer Contact Information – telephone number/email address “May I have your telephone number starting with the
Customer Contact Information – telephone number/email address “May I have your telephone number starting with the

Customer Contact Information telephone number/email address

Customer Contact Information – telephone number/email address “May I have your telephone number starting with the

“May I have your telephone number starting with the area code.”

“We’d like to keep you updated of our future promotions, may we have your email address?”

Shipping details – shipping names/shipping address
Shipping details – shipping names/shipping
address

“Will the shipment be made to the same address?”

“May I have the name of the person who will receive the items?”

Customer Contact Information – telephone number/email address “May I have your telephone number starting with the
Modes of Payment – credit/debit/check card – check by phone, send check or money order
Modes of Payment – credit/debit/check card –
check by phone, send check or money order

“Will the shipment be made to the same address?”

“We accept Master, Visa, Amex and Novus.

Which credit card will you be using today?”

Credit Card Information – credit card number/expiration date/CVV number
Credit Card Information – credit card
number/expiration date/CVV number

“May I have your credit card number?” “The expiration date please.”

“Please read me the last three digits of the number

that appears on the signature box.”

Modes of Payment – credit/debit/check card – check by phone, send check or money order “Will
Get the order
Get the order
Get the order “Would you like that in VHS or DVD?” “How many of these would

“Would you like that in VHS or DVD?”

“How many of these would you like to order today?”

Upsell
Upsell

“For calling today, you are entitled to receive a 6-

piece bonus set for only $---. Would you like me

to add this to your order?” “As a preferred customer, you can take advantage

of this offer at a 50% discount! So, I’ll go ahead

and add this to your order today, okay?

Get the order “Would you like that in VHS or DVD?” “How many of these would
Shipping Options – standard delivery time/rush delivery “You will receive your order within 2 - 3
Shipping Options – standard delivery time/rush delivery “You will receive your order within 2 - 3

Shipping Options standard delivery time/rush delivery

Shipping Options – standard delivery time/rush delivery “You will receive your order within 2 - 3

“You will receive your order within 2-3 weeks.” “Our standard delivery time is 2-3 weeks, but we

can rush ship your order for only $---. Would

you like rush delivery?”

Total
Total

“The total amount of your order today including shipping and handling is $----.”

“Your total is $----. That includes the shipping and handling.”

Shipping Options – standard delivery time/rush delivery “You will receive your order within 2 - 3
Order Number
Order Number
Order Number “Would you like to take note of your order number?” “Please take note of

“Would you like to take note of your order

number?”

“Please take note of your order number. It’s … ”

Closing
Closing

..

“Thank you for calling (name of company)! Have a

great day! Bye!”

“Thank you for shopping with us! Goodbye!”

“thank you for bringing this up to our attention.

Bye!”

Order Number “Would you like to take note of your order number?” “Please take note of
Call Control
Call Control

In a call, you are the captain of the ship.

Always remember to address all questions but end

all your answers with a question that will lead you back to your transaction.

Call Control In a call, you are the captain of the ship. Always remember to address
Scripts
Scripts

Call center agents being the first point of contact, are the most empowered people in

the company!

Effects of using Scripts
Effects of using Scripts
Scripts Call center agents being the first point of contact, are the most empowered people in
Positive Effects: •
Positive Effects:
Negative Effects: •
Negative Effects:

May cause you to be less adaptive and flexible

Provides a degree of control, management and consistency

May cause you difficulty in

responding to things not anticipated in the script

Scripts Call center agents being the first point of contact, are the most empowered people in