All About

Communicate
SAHID BINTAN TOURISM
Telephone

Areas:
INSTITUTE
Courtesy

Assistance

Role & play

COMMUNICATE ON
The detail
THE
Knowledgeable

Selling
Tehnique
TELEPHONE
Handling
Bomm

Out Going

Reporting

End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 Areas that need telephone
All About
Communicate
Telephone courtesy
Areas that need telephone courtesy include:
Areas:

Courtesy
• office
Assistance
• reception area
Role & play • on tour
The detail
• on site
Knowledgeable • on mobile phone
Selling
Tehnique • with customer
Handling
Bomm • with colleagues.
Out Going
•
Reporting

End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Telephone courtesy
Telephone

Areas: 1. Answer the calls promptly (maximum 3 times ringing).

Courtesy
2. Identify your firm, department, or yourself clearly.
3. Greet the caller pleasantly.
Assistance
4. Find out the caller’s name.
Role & play
5. Be attentive.
The detail 6. If you need some time to find any information, ask the
Knowledgeable
callers whether they would like to wait, or to call
back/be called back.
Selling
Tehnique 7. If errors or delays occur, apologise, explain and offer a
Handling
Bomm
solution where possible.
Out Going
8. The person who initiated the call should be the first to
hang up the call.
Reporting

End Continue

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Telephone courtesy
Telephone

Areas:
What is telephone courtesy?
It is a way to communicate on the telephone in an appropriate manner
Courtesy
Why do enterprises need telephone courtesy?
Assistance
To give a positive image about the enterprise
Role & play Promptly : answer on the first ring whenever possible
The detail
Clearly : well-modulated voice
Politely : considerate other people
Knowledgeable

Selling Basic telephone technique should be considered when answering the

Tehnique telephone:
Handling • place the telephone transmitter directly in line with your lips about the width
Bomm
of two fingers from the mouthpiece
Out Going • speak in a clear, well modulated voice, do not yell
Reporting
• be polite and considerate other people
• terminate the call when the reason for the call has been accomplished.
End Previous

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Offering assistance
Telephone

Areas:
1. Standard
Courtesy
• “ Good morning, Excellent Hotel, Jimmy speaking, how may I help
you?”
Assistance • “Good morning, Sales & Marketing, Jimmy speaking, how may I
help you?”
Role & play

The detail 2. Phone on the line

• “I’m sorry sir, Mr Brown is on the line at the moment. May I take
Knowledgeable
your message? /May I have him/her call you back?”
Selling
Tehnique

Handling 3. No answer (the person whom the caller to talk to is out of the
Bomm office)
Out Going • “I’m sorry sir, Mr. Brown is unavailable at the moment, may I take
Reporting
a message? /May I have him/her call you back? /Who may be
able to help you?”
End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Role – play 1
Telephone

Areas:
1. You are a reservation clerk in a five-star hotel. There
is a call from outside enquiring about the hotel.
Courtesy
2. You are a telephone operator in a hotel, the caller
Assistance from outside the hotel wants to speak to Mr. Brown
Role & play
(one of your hotel guests), he is out or still on the line
so you offer the caller your assistance after you find
The detail
out the purpose of the call.
Knowledgeable

Selling

Role – play 2
Tehnique

Handling
Bomm

Out Going

Reporting

End
Role – play 3
Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman
 All About
Communicate
Obtain the details
Telephone

Areas:
To avoid misunderstanding, you should respect
Courtesy
the details to caller for confirmation.
Assistance Details to be obtained such as:
Role & play • name of the caller
The detail • telephone number
Knowledgeable • to whom the caller wish to speak to
Selling
Tehnique • purpose of calling
Handling
Bomm • address
Out Going • dates
Reporting
• times.
End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Role – play 2
Telephone

• You are a telephone operator in a hotel,

Areas:

and you receive a call asking for the

Courtesy

Assistance

Role & play

Front Office Manager.
The detail • The Front Office Manager is in a
Knowledgeable meeting. What details should you
Selling
Tehnique obtained from the caller?
Handling
Bomm

Out Going

Reporting

End Previous

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Be knowledgeable about your hotel
Communicate
Telephone

Areas:

Courtesy
Kinds of information:
Assistance
• rates
Role & play
• promotions
• facilities
The detail

Knowledgeable

Selling
Tehnique
• local attractions
• responsible people in department
Handling
Bomm

Out Going

Reporting • directions.
End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 Selling technique on the
All About
Communicate
Telephone telephone
Areas:

Courtesy
Types of selling technique on the
Assistance
telephone:
Role & play • suggestive selling
The detail
• descriptive selling
Knowledgeable

Selling
Tehnique
• explanations
Handling
Bomm • up-selling
• cross-selling.
Out Going

Reporting

End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 Technique for selling
All About
Communicate
Telephone in-house and other services
Areas: 1. Suggestive selling:
• Product knowledge is used to suggest a choice for the guest:' if you like a garden view, “we
Courtesy have a wonderful room available overlooking the garden”.
2. Descriptive selling:
• Describe the benefits of the product (hotel/room) to sell it to the guest: 'our two-bedroom suites
Assistance
are beautifully appointed. They all have spectacular views and complimentary butler service'
3. Explanations:
Role & play • Give more information about room, package or facility to make it more attractive: 'the weekend
package is more expensive per night, but it includes two full buffet breakfast, dinner in our
The detail restaurant on Saturday night, free valet parking during your stay and a round of golf.
4. Up-selling:
Knowledgeable • This form of suggestive selling uses the three methods above to upgrade the product sold in
size, quality or price. A guest may be sold on taking a better room with a view. A guest asking
Selling about accommodation may be sold a suite instead of a room. Tourists may be persuaded to
Tehnique extend their stay if the hotel facilities or attractions of the area are well sold. Note: always let the
guest decide. Never presume to know or tell guests what they want.
Handling
Bomm 5. Cross-selling:
• This is selling something extra to guests when they are buying something for example; a guest
Out Going calls to reserve accommodation and is persuaded to make a booking to dine in the hotel
restaurant as well.
Reporting

End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Role – play 3
Telephone

Areas:

Courtesy
• You are a telephone operator in a hotel.
Assistance
The caller from outside wants to know
Role & play about your hotel facilities.
The detail

• Explain them to your caller.

Knowledgeable

Selling
Tehnique

Handling
Bomm

Out Going

Reporting

End Previous

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Handling bomb threats
Telephone

Areas:
How to handle a bomb threats:
Courtesy
• keep calm, do not hang up
• question the caller
Assistance

Role & play

The detail
• record the wording of the threat
Knowledgeable • record call for the management, and police
Selling
Tehnique • record details of the call and caller. (Voice,
Handling
Bomm language, expression, background noises,
Out Going
date, time duration of call).
Reporting

End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
Communicate
Outgoing calls
Telephone

Areas:

Courtesy
How to make an outgoing calls:
Assistance • prepare before the call
Role & play
• hear the dial tone
The detail

Knowledgeable
• identify your self
Selling
Tehnique • identify your purpose of call
Handling
Bomm
• consider other peoples time. (When your
Out Going

Reporting
business is complete, end the call).
End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman

 All About
….......... End
Communicate
Telephone

Areas:

Courtesy … make your dream come true

Assistance

Role & play

The detail
&
Knowledgeable

Selling
Tehnique

Handling
Good Luck
Bomm

Out Going

Reporting

End

Bintan 08/08/2008 Compiled By.Ign.Haryadi Designed By:Dirman