In the rapidly developing digital age, communication over the phone is not a new thing. Are you sure you know how to communicate properly?
Are you working in business and sales? Are you confident in your phone communication skills with customers? Do you know how to engage customers in your sales and negotiation story? If you are wondering about these things, Navigos Search will provide you with answers. Let's discover the information below. This article is for you.
1. Identify your name, time and purpose of the call
For telephone communication skills with customers, you must first say hello, clearly identify yourself (name, position, company name) so that they know who you are. You also need to repeat the recipient's information to make sure you are calling the right person.
Next, state the purpose of the call to help the listener understand what you are about to talk about and give them time to review the relevant information.
However, you can't always pick up the phone and call customers at will. You should call customers at a reasonable time frame such as 9 - 11 am or 3 - 5 pm. Don't call at noon because this time they may be on lunch or evening breaks as it is a private break.
Determining the time and purpose of the call is the first thing to do
2. Prepare the conversation content in advance
Do not let yourself back into a corner because you are the one calling the customer. Especially, for telephone communication skills with customers, if you speak uncertainly, you will make customers uncomfortable and waste time for both parties. It's better to prepare the content you will discuss in advance and arrange it in your head or write it down on paper naturally.
3. Do not use specialized terms
Avoid using specialized terms as customers will think you are a showman and make them unable to understand the content. Therefore, when calling customers for sales consulting or negotiating, you should use simple, easy-to-understand words. Clarity is a critical factor as it helps you and your customers save time and understand the conversation content better.
4. Interact and listen to customers' views and needs
Take advantage of your inspirational voice and words so that your conversation with your customers does not become boring. You can interact with customers with short questions such as: “So, what can I do for you?” accompanied by a gentle and enthusiastic accent.
Listen attentively to stories from the other party to grasp their psychology and know their views and needs. Listening is a way to show the sincerity of the salesperson to the customer. As they choose to buy and experience your service among many products and services like your business.
For your phone call to be effective, you should talk cheerfully, openly, friendly, and comfortable with the customer. Be patient to listen to the entire conversation and fully understand the information and opinions the customer is trying to convey. Then give positive feedback to meet their needs.
Focus on interacting with customers
5. Speak clearly with a positive attitude
When customers want you to advise them on something, answer clearly and slowly to make them feel comfortable and want to hear your advice. Don't think the other person won't be able to see you so you may scowl or get annoyed when communicating on the phone. It is your words that express all your actions and gestures. Therefore, speak as warmly and with the most positive attitude possible.
6. Do not do private work or eat while talking
Do not do private work or eat or drink anything while communicating on the phone with customers. Doing private work will make it impossible for you to focus on the conversation content while eating and drinking makes your voice change, and customers will cut off the call because of discomfort. Moreover, these things make customers think that you are not respecting the conversation and themself and affecting the reputation and business image.
7. Always have a pen and a notebook by your side
Do not forget to prepare a pen and paper before making important calls. They will be a tool to help you quickly note numbers, important data, detailed requirements of customers in the exchange and prevent information omission.
8. Repeat the conversation
As the speaker, you must repeat the conversation content to make sure the customer has understood all the communication. This also helps you check the information if there is a mistake and avoid trouble later. Repeating the conversation is also a way to show that you are interested in the issues that customers share, making them feel respected and trust you more.
Repeat the conversation
9. Say goodbye and thank you at the end of the call
Do not cut off the phone as this will make you lose points in the eyes of customers. Ending the telephone conversation with the customer with a goodbye and good wishes will help you make a good impression and can cooperate with the customer for a long time.
In business or many other fields, telephone communication skills are an effective tool for negotiations between parties. Paying attention to trivial things will help communication take place smoothly. Hopefully, the above information has helped you improve your communication skills by phone most effectively.
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