Most of us use the telephone several times a day to talk with friends or make so

Most of us use the telephone several times a day totalk with friends or make social arrangements. These calls are usually quiteeasy and require little planning.

  Using thetelephone for business purpose is different. In any organization the person onthe telephone represents the company and gives an impression of the firm to theoutside world.

  If you wantto ensure good public relations, you need to master effective telephonetechniques.

  You shouldtry to give an impression of an efficient, friendly, progressive company eagerto give good service.

  Before calling

  Choose theright time. Consider the cost, urgency and convenience. When calling overseasyou need to consider the time difference.

  Check thenumber. A great deal of money is wasted each year on dialing wrong numbers.

 Plan your call. Make a list of points and questions to be raised.

 Be prepared. Gather any files, papers or information that may beneeded during the call. It is unprofessional to have to say “Hold on while Ilook for that.”

 If you have to ask a caller to hold on, keep going back andassuring him/ her that you will be as quick as possible.

 Avoid interruptions. Call at a time when you are unlikely to bedistracted.

  During the call

 Be courteous, polite. Make time for suitable greetings like “Howare you today, Jim?” and “Did you enjoy your holiday?”

 Put a smile in your voice. Remember, your caller can’t see you,so use intonation to good effect and try to sound confident, decisive, helpfuland interested.

 Check your notes. Look back at your notes to ensure that you havecovered everything and quote figures and other data correctly.

 Obtain feedback. Make sure that caller understands themessage correctly, especially where deadlines and actions that are involved.

 Be courteous. Finish by thanking the caller for his or her timeand trouble.

  Afterthe call

 Make notes. Let it become a habit to make notes of the call andplace them in an appropriate file.

 Take actions. If you need to send a letter of confirmation or informsomeone in your organization about any details of the call, do some immediatelyso that you do not forget important points.

1.What’s the main idea of this passage?

  A. Using atelephone for business has strict rules.

  B. Whilemaking a business phone call, you should be efficient first.

  C. It’snecessary to learn how to use your phone for work.

  D. Thephone is playing a very important role in our daily life, especially inbusiness.

2.Before calling, you have to ____.

  A. stay atyour company only.        B. learn importantdata and figures by heart

  C. getthings ready for the communication   D. choose the right time andplace

3.What’s the meaning of the word “feedback”?

  A.information         B.present          C.greeting             D.reply

试题答案

【答案】

1.C

2.C

3.D