Read the text again if necessary paying special attention to the headings
of the main points of the text: the titles of the 9 tips. Then do the quiz
below. Write the titles of each tip. You will get a clue which includes
most of the text of the tips, but if that isn't enough and you get the answer
wrong, you will get a multiple choice question instead of a gap-fill.
Do this in a concise way to what you have agreed on to avoid confusion. Your notes will also be useful here.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Do this and never interrupt your caller. These will help you come back to things you want to say and remember the important details once the call has finished, but never use the keyboard, it will make them feel you are not with them.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Don't be in a hurry, there is no rush, by speaking this way you transmit calmness and confidence. If you think you are speaking in this way, you are probably speaking at just the right speed.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Although you should speak in a low tone to avoid the shrillness of the phone, you should get you voice across without confusion and speak into the mouthpiece and do not place the phone under your chin.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Have all of these ... , don't waste time and confuse your caller by looking for pens, info, etc...
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
If the phone call is difficult or very important prepare it well before calling. Think specially about what you want to achieve and the objections that may arise.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Stay calm in all situations, a friendly response will calm down even the most beastly of creatures.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Although people say it's the first impression that counts, there's no need to cause a bad last impression by slamming down the receiver and causing a loud noise at the other end of the line.
smile
prepare
slow down
resources at hand
take notes
repeat agreements
don't be provoked
speak loudly and clearly
hang up gently
Do this when you pick up the phone. By doing this you'll project a friendly and interesting voice which is always important.
