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    Telephoning in Business Kelompok Bella

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    rocky sihombing
    The document discusses making and receiving telephone calls in business contexts and outlines typical patterns that business phone calls follow, such as someone answering the phone, the caller making a request, and the call finishing. It also provides tips for setting appointments over the phone, such as introducing yourself, explaining your purpose for calling, and ending with a specific question.

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    Telephoning in Business Kelompok Bella

    Uploaded by

    rocky sihombing
    47 views4 pages
    The document discusses making and receiving telephone calls in business contexts and outlines typical patterns that business phone calls follow, such as someone answering the phone, the caller making a request, and the call finishing. It also provides tips for setting appointments over the phone, such as introducing yourself, explaining your purpose for calling, and ending with a specific question.

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    The document discusses making and receiving telephone calls in business contexts and outlines typical patterns that business phone calls follow, such as someone answering the phone, the caller making a request, and the call finishing. It also provides tips for setting appointments over the phone, such as introducing yourself, explaining your purpose for calling, and ending with a specific question.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    47 views4 pages

    Telephoning in Business Kelompok Bella

    Uploaded by

    rocky sihombing
    The document discusses making and receiving telephone calls in business contexts and outlines typical patterns that business phone calls follow, such as someone answering the phone, the caller making a request, and the call finishing. It also provides tips for setting appointments over the phone, such as introducing yourself, explaining your purpose for calling, and ending with a specific question.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 4

    Telephoning In Business

    A. Making and Receiving Telephone Calls in Business


    Telephoning is an important part of doing business in English. Telephone conversations,
    especially business telephone conversations, follow certain patterns:

     Someone answers the phone and asks if they can help.


     The caller makes a request—either to be connected to someone or for information.
     The caller is connected, given information or told that they are not in the office at the
    moment.
     If the person who is requested is not in the office, the caller is asked to leave a message.
     The caller leaves a message or asks other questions.
     The phone call finishes.

    Of course, all business telephone conversations do not follow this rigid scheme. But this is the
    basic outline for most business telephone conversations, especially those made to request
    information or ask for clarification

    Example :

    Ms. Anderson (sales representative Jewels and Things) : ring ring...ring ring...ring ring...

    Mr. Smith (Secretary) : Hello, Diamonds Galore, this is Peter speaking. How may I be of help to
    you today?

    Ms. Anderson : Yes, this is Ms. Janice Anderson calling. May I speak to Mr. Franks, please?

    Mr. Smith : I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a
    message?

    Ms. Anderson : Uhm...actually, this call is rather urgent. We spoke yesterday about a delivery
    problem that Mr. Franks mentioned. Did he leave any information with you?

    Mr. Smith : As a matter of fact, he did. He said that a representative from your company might
    be calling. He also asked me to ask you a few questions...

    Ms. Anderson : Great, I'd love to see this problem resolved as quickly as possible.

    Mr. Smith : Well, we still haven't received the shipment of earrings that was supposed to arrive
    last Tuesday.
    Ms. Anderson : Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery
    department and they assured me that the earrings will be delivered by tomorrow morning.

    Mr. Smith : Excellent, I'm sure Mr. Franks will be pleased to hear that.

    Ms. Anderson : Yes, the shipment was delayed from France. We weren't able to send it along
    until this morning.

    Mr. Smith : I see. Mr. Franks also wanted to schedule a meeting with you later this week.

    Ms. Anderson : Certainly, what is he doing on Thursday afternoon?

    Mr. Smith : I'm afraid he's meeting with some clients out of town. How about Thursday
    morning?

    Ms. Anderson : Unfortunately, I'm seeing someone else on Thursday morning. Is he doing
    anything on Friday morning?

    Mr. Smith : No, it looks like he's free then.

    Ms. Anderson : Great, should I come by at 9?

    Mr. Smith : Well, he usually holds a staff meeting at 9. It only lasts a half-hour or so. How about
    10?

    Ms. Anderson : Yes, 10 would be great.

    Mr. Smith : OK, I'll schedule that. Ms. Anderson at 10, Friday Morning...Is there anything else I
    can help you with?

    Ms. Anderson : No, I think that's everything. Thank you for your help...Goodbye.

    Mr. Smith : Goodbye.

    B. Making Appointment in Calls


    How to Set an Appointment

    1. Disarm: Get them to lower their guard.

    Introduce yourself and your company and acknowledge they're busy.


    For example: "Hi, this is Ann Jones with ABC company. I'm sure I caught you in the middle of
    something.”

    Why introduce yourself? pointed out that people are naturally suspicious when they pick up the
    phone (who is this, anyway?), and the best way to get them to lower their guard is by saying
    outright who you are and where you're calling from.

    2.Purpose: Explain why you are calling.

    Every sales rep knows the point of a first call is to set up an appointment. Surprisingly, however,
    The number that actually ask for an appointment is very small.

    3.Question: End with a specific question on how to accomplish your purpose.

    If you're speaking to the prospect on the phone, there are additional tips you can use to book
    an appointment with them.

    A. Understand their level of interest.

    B. Communicate the value of the appointment.

    C. Give them a choice

    Example :

    Conversation An appointment with a lawyer (Formal and Business Like)

    David : Good morning. May I speak to Ms Amanda Brown, please ?

    Amanda : This is Amanda Brown speaking.

    David : Hello Ms Brown. This is David Bennet of Bennet & Jones Ltd. I believe you had left a
    message for me to call you back.

    Amanda : Oh, hello Mr Bennet. Thank you for returning my call so promptly.

    David : You’re welcome. How may I help ?

    Amanda : I was wondering if I could come and see you some time this week. An urgent matter
    has come up.

    David : One moment please. Let me check my diary .. Yes, the end of this week should be ok.
    Which day did you have in mind ?
    Amanda : Would Thursday suit you ?

    David : I’m slightly busy on Thursday, but I’m available most of Friday.

    Amanda : Yes, Friday suits me too.

    David : Excellent. Would you prefer morning or afternoon ?

    Amanda : Would early afternoon be convenient for you ?

    David : Yes. I can fit you in at 2:30. How does that sound to you ?

    Amanda : Yes, that’s perfect.

    David : Very good. I’ll be seeing you at my office at 2:30 on Friday.

    Amanda : Thank you Mr Bennet, I’ll look forward to seeing you then.

    David : Likewise. Goodbye now.

    Amanda : Goodbye Mr Bennet.

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