国际商务交际 打电话.ppt

* Module 2 Telephoning 1.preparing for calls Checklist: relevant documentation/notes corresponding received Computer files on screen Pen paper diary Check the time /worldclock/converter.html Who are you going to call Phone number Your purpose List the main pionts to communicate via phone What the other person will say or ask?how to respond? An alternative strategy in case of non-availability? a) call back/ be called back—when? b) leave a message c) speak to someone else d) write or fax information 2. Opening phome calls Be polite Be helpful Be orderly Be natural 3. Structuring phone calls Changing arrangements: a.Reference to original arrangement; b.Statement of problem and hence the need for change; c.Fixing new arrangement; d.confirmation Solving problems: a.Stating the problem b.Apologizing c.Agreeing to the suggested solution d.Confirming a task e.Apologizing again Techniques for structuring calls effectively 1.Asking for repetition Important and also acknowledgement 2. Active lestening Answering phone call handling complaints: listen write down regret tell verify call back 2. Leaving and taking messages taking messages: a.Being polite and professional on the phone b.Recording all the facts correctly Double-check Leaving voice-mail messages Identify yourself, speak slowly and clearly; Concise,convey concrete information; Repeat your name and no. at the end of the message; Speak slowly and distinctly; Watch your emotions; Where and when you will be available. 3.Closing phone calls a.Check a lot of things to avoid misunderstanding; b.Check whether there is anything else left to say; c.Small talk, be brief; d.Interrupt politely; e.End with a pleasantry. James: Hello This is Johnsons Company. May I help you？ A Man: I’d like to speak to the manager please. James: Hold the line, please. I’ll see if he is around. Linda, It’s for the manager. Do you know where he is now？ Linda: I think he has gone out and won’t be back for quite a while. Jam