Telephone by qingyunliuliu

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									                   Telephone
                   Practicum




For contests or classroom demonstration it is
recommended to include the following:
   Advertisement …As listed in weekly newspaper
   Student information sheet
   Judges instruction sheet
   Order Form
                             Telephone
                                  Overview
 Practicum time guidelines
     10 minutes to study scenario & supporting materials
     10 minutes to demonstrate skills
     Warning at 7 minutes

 Scenario
    Scenario will be selected for a typical agricultural supply company

 Contest materials
    Contestant will be provided with a promotional flyer, catalog, daily bulletin
    or other related promotional material
    Contestant will be provided with an order form and any updated materials
    such as out of stock or priced reduced items.

 Receive phone call
    Pleasant and business like voice

 Clarify and confirm order
     Repeat items
     Include product #’s
     Confirm availability

 Suggestive/Consultative selling
    Specials
    Substitutions on out of stock items

 Closing the Order
     Repeat the order
     Ask for other needs
     Confirm delivery
                        Note to the Teacher
        This section is intended to be a quick and easy guide for instructors
teaching telephone skills to their students. To make this information the most
effective, it is recommended the instructor involve people in the community with
telephone expertise. These people might include your local telephone company,
Telephone Pioneers (a service club of telephone company employees), and/or
local businesses that rely on the telephone as a part of their business volume
(parts houses, etc.)


      1. Answering the telephone

             a. Answer on the first ring whenever possible.
                     1. Gives an efficient impression to your caller
                     2. Co-workers can continue working undisturbed.
             b. If multiple lines, depress the proper line button before
                lifting the handset.
             c. Answer by saying ―Acme Feed & Supply, Fred speaking, how
                may I help you?‖

      2. Identify yourself

             a. Proper identification eliminates guesswork and saves time.
             b. It prompts the caller to identify himself.
             c. Suggested answering phrases:
                Answering for a firm: ―ABC Company‖
                Your own phone: ―Johnson or Fred Johnson‖
                Department phone: ―Appliance Department, Johnson‖
                Another’s phone: ―Miss Wilson’s office, Mr. Smith‖

      3. Leaving the line

             a. Tell the caller why and ask if he would mind being placed
                 on hold.
                    Example: ―May I put you on hold, while I get that information?‖
             b. If the caller doesn’t wish to be put on hold, offer to call back.
             c. Use the hold button if your telephone is so equipped. If not, lay
                 the handset down gently on a soft surface.
             d. Remember, the telephone receiver will transmit sound even
                 though the mouthpiece is covered.
             e. Return the line every 30 to 40 seconds with a progress report.
                 ―Mrs. Jones, I’m still checking on that for you.‖
       f. Get the caller’s attention when you return to the line. ―Thank
          you for waiting...‖

4. Transferring calls

      a. Transfer calls only if you are unable to help the caller.
      b. Explain to the caller why she is being transferred and to whom.
          ―Ms. Allen handles our animal health care product. May I
           transfer your call?‖
      c. If the caller indicates that she doesn’t want to be transferred,
          offer to have the correct party call him back.

5. Terminating calls

      a. Be courteous
      b. Let the caller hang up first so you can be sure she has
          completed her call.

6. Explaining co-workers absence from the office

      a. It’s up to you to create a good image of the person for whom
          you are taking calls.
      b. Statements like, ―She’s on a coffee break‖ or ―She is in the
          bathroom‖ or ―She hasn’t come in yet‖ DO NOT give a positive
          impression.
      c. A matter of fact statement such ―Mrs. Johnson is not available‖
          or other similar statement is ideal in this situation.

7. Taking messages
      a. Keep a pad and pencil handy at all times.
      b. A good message includes:
              Called person’s name
              Caller’s name, firm name and number
              Date and Time
              Message
              Action to be taken
              Your name or initials
      c. To save time and insure accuracy, use telephone message
          forms.
      d. Deliver the message as soon as possible.

8. Handling call interruptions
      When you have several incoming calls simultaneously, don’t panic.
      Handle the situation in the following manner:
      Calmly excuse yourself. ―Will you please excuse me for a
      moment?‖
      Put the caller on hold. Answer the next call.
      Complete the second call only if it can be handled quickly.
      Return to your original call promptly.
9. Screening calls

      a. Give a brief report or short statement before asking for the
          identity of the caller. Demanding to know ―whose calling‖ gives
          an impression of abruptness and discrimination.
      b. Announcing calls:
         The executive is available but needs to know who the caller is.
          ―Yes, she’s in, may I tell her who’s calling, please?‖
      c. Screening calls often irritates callers therefore, it is not
          recommended. When it’s necessary to direct the call to a
          certain individual or department, request necessary information
          courteously. ―May I have your name or account number,
          please?‖ or ―She’s away from her office. May I take your name
          and number?‖....

Remember, you’re part of a Team, if the company is successful and
makes money so will you!

10. Placing your call

      a. Know whom you want to reach.
      b. Know what you want to say.
      c. Know what you want to accomplish.
      d. Call when the desired party is most likely to be available.
      e. Keep time differences in mind when calling long distance.
      f. Identify yourself; don’t expect others to recognize you by your
          voice.
      g. Place your own calls.
              1. Your customers will feel that you value their time as
                 much as you do your own.
              2. Time is saved by eliminating the unnecessary third party.
              3. Secretaries and receptionists will have more time to take
                 care of other important duties.
              4. If someone does dial for you, be ready to take the call
                 immediately.

11. Projecting a good telephone image

      a. Use professional business phrases instead of slang. Say ―Yes,‖
          ―Certainly‖ and ―Of course‖ instead of ―OK‖.
      b. Be a good listener, make notes while the caller is speaking.
      c. Always acknowledge a request.
      d. Show that you are interested by using the caller’s name.
e. Be tactful when it’s necessary to refuse a request.
12. Developing an effective telephone voice

      a. Put a smile in your voice by using basic phrases of courtesy
          such as ―Please,‖ ―Thank you‖ and ―You’re welcome.‖
      b. Try to vary your phrases to suit the condition.
      c. Show a sincere interest in the caller.
      d. Save candy and gum until after your telephone conversation.
      e. Speak clearly and distinctly. Talk directly into the transmitter,
          holding it about 1 1/2 inches from your lips.
      f. Vary your tone but avoid extremes of loudness or softness.
      g. Talk at a moderate rate, not too fast or too slow.

13. Order taking
      a. Repeat the order as you write it down
      b. Review the entire order upon completion
      c. Suggestive selling:
          1. Ask if the customer is interested in any specials
          2. Ask if there is anything else the customer wants, try to be
             specific (if they are ordering animal feed ask if they need any
             other type of feed or feed related supplies on the order form)
      d. Ask for directions to their farm/home (if product is to be
         delivered), repeat directions back to the customer clarifying any
         details.
      e. Thank the customer for their order and ask the generic question
          ―will that be everything‖
      f. Always allow the customer to hang up first.
                                                          Contestant Copy
                             Telephone
                Acme Bait and Tackle Shop
Scenario:
You (contestant) are to assume the role of a sales clerk for Acme Bait and Tackle
Shop. Part of your job description is answering the telephone, taking orders for
delivery and offer suggestive selling on specials.

Acme Bait and Tackle Shop is located in the heart of the best fishing area in the
nation. Presently, the fishing is unbelievably good and the phone has been
ringing off the hook with orders. Unfortunately, with the unusually high sales
volume, Acme Bait and Tackle Shop has run out of several items. Fortunately
your supplier will be making a delivery tomorrow morning.




                                  Manager’s Update




OUT OF STOCK ITEMS
     Live Worms – replace with artificial worms at live worm price
     Berklee Powerbait (Salmon) replace with Berklee Powerbait (Orange)
     Red Dot Special lures are out of stock for the next three weeks-replace
     with Green Monster at the Red Dot price

MANAGER’S SPECIAL
    50% Off all fishing poles
                                                       Judges Copy
                         Telephone
              Acme Bait and Tackle Shop
Assume the role of a local sportsman calling Acme Bait and Tackle
Shop. It is morning and you wish to go fishing at your favorite fishing
hole this afternoon. Since you live 25 miles out of town, you wish to
have your spouse pick up the order while in town today at noon.
Your spouses name is Sam. DO NOT VOLUNTEER THE NAME,
THE STUDENT SHOULD ASK FOR IT!!

The sales clerk (answering the telephone) has the same order form
as you do and will take your order. Be willing to make the
substitutions recommended by the store clerk. The store clerk
sometime during the ordering process should inform you of the 50%
OFF Fishing Pole Sale.

You wish to charge this order to your VISA account. Your VISA
number is 1234 5678 9876 5432. Wait for the student to ask for
your number - - DO NOT VOLUNTEER IT UNLESS ASKED.

Your order:

     3 dozen live worms
     3 Jars of Salmon colored Berklee Powerbait
     2 Jars of Pautskee Red fish eggs
     1 Spinning reel
     1 Casting reel
                      Acme Bait and Tackle Shop
                                    1313 13th St
                              Walla Walla, WA 99362
                                   509-555-1234

Customer’s Name: __________________________________
Address: __________________________________________
Phone number: _____________________________________
                                     Order Form
                Description                Price        QTY      Total
Bait
   Worms per dozen (artificial)            $2.99
   Worms per dozen (live)                  $1.59
Eggs
   Pautskee (Red) per jar                  $2.59
   Pautskee (Orange) per jar               $2.79
   Pautskee (Salmon) per jar               $2.99
   Berklee Powerbait (Orange)              $2.99
   Berklee Powerbait (Salmon)              $3.19
Lures
   Red Dot Special                         $1.99
   Green Monster                           $2.29
Fishing Reels
   Spinning                                $39.95
   Casting                                 $42.95
Fishing Poles
   2 piece                                 $19.95
   3 piece                                 $24.95
       Satisfaction Guaranteed or                  Sub Total
       a FULL refund is offered to                      Tax
              the customer
                                                    Shipping
                                                       Total
Payment Type : VISA, Master Card, Cash, Acme Bait Charge Acct.
Number: ______________________________________________
Comments: ______________________________________________________
                                                         Contestant Copy
                             Telephone
               Acme Winter Sports House:
You (contestant) are to assume the role of a sales clerk for Acme Winter Sports
House. Part of your job description is answering the telephone, taking orders for
delivery and offer suggestive selling on specials.

Acme Winter Sport House is located at the base of a mountain range. Presently,
the winter sport season has been unbelievably good and the phone has been
ringing off the hook with orders. Unfortunately, with the unusually high sales
volume, Acme Winter Sports house has run out of several items and it appears
the manufacturer is completely out of stock as well.




                    Manager’s Bulletin




OUT OF STOCK ITEMS
     Lighter fuel style hand warmers--- replace with battery powered style
     Mittens—replace with insulated gloves at the mitten price


MANAGER’S SPECIAL---Today Only
    $1,000 Off all snowmobiles
                                                       Judges Copy
                          Telephone
              Acme Winter Sports House
Assume the role of a local sportsman calling Acme Winter Sports
House. It is morning and you wish to go have winter fun in the
mountains. Somewhere in the conversation, mention that your
snowmobile has caught fire and is a total loss.

The sales clerk (answering the telephone) has the same order form
as you do and will take your order. Be willing to make the
substitutions recommended by the store clerk. The store clerk
sometime during the ordering process should inform you of the
$1,000 off on all snowmobiles. If the student offers you the $1,000
off, inform them it is a great deal, but you want to take a few days to
look at what other stores have to offer. If they mention the $1,000
off is only good for today buy the Yamaha snowmobile.

You wish to charge this order to your Master Card account. Your
Master Card number is 5432 1234 5678 9876 . Wait for the
student to ask for your number - - DO NOT VOLUNTEER IT
UNLESS ASKED.

ASK FOR THE TOTAL !!

YOU WILL PICK UP THE ORDER LATER IN THE DAY

Your order:

      2 lighter fuel style hand warmers
      2 pairs of mittens
      3 pairs of wool socks
      1 quart of 2 cycle oil.
                      Acme Winter Sports House
                                  1313 13th St
                            Walla Walla, WA 99362
                                 509-555-1234

Customer’s Name: __________________________________
Address: __________________________________________
Phone number: _____________________________________
                                 Order Form
             Description                Price       QTY          Total
Gloves & Mittens
   Mitten (insulated)                   $12.99
   Glove (Leather)                      $11.59
   Glove (insulated)                    $13.95
Boots
   Snow-Pack                            $42.59
   Hiking                               $42.79
   Hiking (insulated)                   $52.99
Socks
   Wool (individual)                    $ 6.99
   Cotton                               $ 4.99
Hand Warmers
   Battery powered                      $11.99
   Lighter fuel style                   $12.29
Fuels and Oils
   2 Cycle oil (quart)                  $1.95
   Gas line anti-freeze (pint)          $1.25
Snowmobiles
   Yamaha                               $4,500
   Kawasaki                             $4,750
                                            Sub Total
                  Satisfaction               Tax 8 %
                 Guaranteed or
                  FULL refund
                                             Shipping
                                                Total
Payment Type : VISA, Master Card, Cash, Acme Bait Charge Acct.
Number: ______________________________________________
Comments: ____________________________________________

								
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