Psychology of communication

Communicating by phone with customers - rules, features, etiquette

Communicating on the phone in the age of progressive developmentInnovative technologies take practically the leading position in the used means of communicative interaction. A lot of serious problems or controversial issues are resolved through telephone interaction. With the help of telephone communication, you can conclude a profitable business agreement or permanently lose a serious client. That is why it is quite important today to acquire knowledge at least the basics of telephone etiquette.
Correct communication through telephonyYou need to learn. After all, the interviewer does not have the opportunity to see the speaker, and, therefore, there is no opportunity to contemplate the opponent's actions either. Because of this, it is required to invest much more labor in order to persuade a potential client or to convince in some ways that even at the first second of the conversation he does not want to drop the phone, or learn the etiquette of communication on the phone. From the skills to conduct conversation and the manner of communicative interaction with the help of telephony today, the "good name" of not only the "negotiator", but also the overall reputation of the organization, often depends. Knowledge and practice of telephone etiquette form an enviable image of the organization in the business world, and guarantees the success of its enterprises.

Business communication by phone

Solving all sorts of problems and production problems, establishing business contacts, concluding transactions, negotiating contracts or terms of the company is called
. Business communications, in principle, by themselvesSpecific, so business communication on the phone is a very complex and multifaceted action, from which, often, the image and reputation of the entire company depends. Therefore, you need to prepare for business communication on the phone.
Communicating on the phone with potential customers,It is necessary to clearly understand and take into account the company's desires and goals pursued by the person. If the need for conducting a telephone business conversation is known in advance, then it is necessary to sketch out a small plan of conversation, to think through all possible variations of its flow and ways of solving hypothetical problems. In accordance with business telephone etiquette, the time of the conversation should be suitable not only for the representative of the company, but in the first turn, directly for the client. It is impossible to allow situations in which the interlocutor should distract from more important actions. Incorrect timing of business communication on the phone can be a significant obstacle in establishing the right contact.
The culture of business communication on the phone is notProvides for the combination of direct communication with other activities. Therefore, if business talks are to be held, all other matters must be postponed. Needlessly lengthy conversations are considered unacceptable.
Business communication over the phone should not lastMore than five minutes. In addition, during the conversation over the phone, you should forget about facial expressions and gestures. Here they are not helpers. The features of telephone communication consist in following a number of the rules presented below. Telephone communication in most cases requires careful preparation in advance. Before taking away from the interlocutor time it is necessary to clearly represent the purpose of the conversation, determine its key areas and think over the content.
Psychologists have long established the fact that forThe human beings are nothing more pleasant than the sound of their own name. Therefore, in a telephone conversation, you always need to know the names of the communication partner, or at the beginning of the conversation, ask how best to contact him. In addition, it is necessary to remember all dates, product costs, conditions, discounts, promotions and other production information. As it was already written above, business communication should not take more than five minutes, and it is better than four minutes. In addition, during the conversation, the neutral greeting should be replaced by more informative. For example, you can start a dialogue with the presentation of the company and yourself. Business communication over the phone should be conducted smoothly, avoiding raising the voice or emotional outbursts. You can not interrupt the speaker. Also, one should practice active listening, so that the interlocutor knows that he is being listened to.
It is recommended to study and use the methods of dealing with objections in a conversation if there is a possibility of disagreements in the course of communications.
In a telephone conversation, almost halfInformation is transmitted by means of timbre, intonation, tone of voice, used pauses. After the end of the conversation, it is necessary to analyze the style of its conduct and content. It should be determined whether mistakes were made in the conversation, to understand the impressions left after the conversation.

Etiquette of communication on the phone helps to save time, improve the quality of conversations and reduce the percentage of unsuccessful negotiations with customers.

Rules of communication by phone

Telephone communication, as well as other types ofInteractions, is characterized by certain methods and rules of conversation, knowledge of which can help. In cases where, by profession, the phone turns into a "right hand" for the employee, you can make him an ally, by studying the rules of telephone conversation.
The culture of business communication over the phone shouldBecome a natural manner of behavior. The fundamental part of any telephone communication is the advance preparation for it. Therefore, the conversation needs to be thought through almost to the phrases not only from the "negotiator", but also to work out the possible objections of the interlocutor. In other words, a short script of the supposed conversation should be compiled, which includes: a plan, a general content, successful phrases and various speech modules. Such a script should lie before your eyes in the course of communication.
If the conversation involves familiarizing the client with theInformation about the current discounts, about services, tariffs, conditions, etc., then you should always keep all the necessary documents at hand. Since the interlocutor can ask questions and without receiving a response to one of them, he may have a general negative opinion about the company. In addition, a client card should also be at hand, if available. In the absence of such a card, it should be started.
After the general part of the conversation is completed,summarize. Should, using pauses, clearly repeat the key information. For example, if an employee informs the client about a seminar that the company plans to conduct, then it is necessary to repeat the topic, venue, time.

By phone should become a natural mannerConversing. End the conversation on the positive. Building a conversation, it is necessary to understand that the main impression consists in two signals that the interlocutor's brain receives at the beginning of the conversation and on completion. That is, the integrity of impressions defines in a narrow sense the greeting and the last phrase. Therefore, they should be thought through depending on the sensations planned to be caused by the client.
The rate of speech always depends solely onOpponent. If the interlocutor speaks too quickly, you should increase the pace of your own speech, and vice versa. By adjusting to the client, the negotiator thereby creates the most comfortable conditions for him, which the client will certainly appreciate.

Communicating with the client by phone

The basis of communicative culture is the generally accepted moral precepts exhibited to communication, which are inextricably linked with the recognition of the value and individuality of each individual.
It is from the first general impression willDepend on the outcome of the conversation, as well as whether the hypothetical client will acquire a service or a product or not. The effectiveness of business communications through telephony, in the first turn, depends on the emotional mood of the interlocutor and his state of health at a particular moment. This should always be taken into account when communicating with the client by phone.
Features of communication on the phone with the client, when he himself calls the company. Often customers call their own companyIn two cases: there is a problem or there is a need for information. And in that and in another case, in order not to lose the client should try to best meet his needs. So, picking up the phone, it is necessary, in the first turn, to say hello, call the company and introduce yourself. Do this unobtrusively and distinctly, so that the caller could disassemble every word. The next step will be to find out how you can address the customer and what is the crux of the problem. At this stage, you should listen carefully to the interlocutor, it is better to make notes during the conversation, so as not to miss anything. Otherwise, the client can decide that he is not respected, and his question is superficial.
After the interlocutor outlined the problem,Should ask clarifying questions. Since often clients can not themselves give an account of what exactly interests them or what the problem is. Therefore, it is necessary to concentrate the conversation on the result (that is, what the interlocutor eventually wants). Now, having all the necessary information relating to the client's requests, you should make him a favorable offer. Then you can agree on a meeting, if necessary. The final stage of communication with the client by phone is a brief summary of the conversation. In other words, you should clearly repeat all the points of the agreement with the client. Here the main thing is not to blunder. After all, this is the basic information, taken out of the dialogue with the client.

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