dwcc - telephone_personality

7/29/2019 Dwcc - Telephone_personality

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Telephone Personality

Objectives: Understand and applyprofessional telephone mannersto project a positive telephonepersonality necessary in a callcenter business


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Be able to discuss the importance of professionalism on atelephone transaction.

Discuss the different telephone techniques on significant partsof the call.

Identify the different parts of a simple call.

Identify the different parts of a sales call.

Formulate appropriate responses to common customerquestions.


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Professional Telephone Manners

Communication on the phone is a skill as it is an art.

Telephone manners and etiquette are critical components of a professionalimage.

There is no direct eye contact with your customer.

Professionalism must be displayed consistently throughout the entire call.


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Your Telephone Personality

When you are on the phone, you become a totally different person.

Your telephone personality sets the tone of the call.

Be aware of various mannerisms and styles that can be used to ensure the call isupbeat, professional and achieves the goals of the client..


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GreetingYou start creating the first impression with the customer as soon as you say the

greeting.There are no second chances to make up for a poorfirst impression!


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Parts of the GreetingAcknowledge the customer

Introduce the company

Introduce your name

Offer assistance

**The parts of the greeting used will vary from project to project.


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Sample greetings:Thank you for calling DWCC Call Center, my

name is Jenny. May I have your zip codeplease?

Thank you for calling DWCC Customer Service,my name is Jerry. How may I help you?


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Building RapportRapport is setting a comfortable communication level between you and yourcustomer, the main purpose is to establish trust.

One secret to establish rapport is to smile.Rapport is critical especially in sales because once established, you gain thecustomers trust, once trust is gained, the customer believes in the company.


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Confirming Essential InformationYou have to make sure to capture data at all times.The way you verify information will reflect if youre putting good telephonepersonality in practice.In getting names and addresses:

Ask the customer to repeat the information

Spell outUse phonetics


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Phonetics are words used as symbols to spell out names.A Adam/Abby O Oscar/OliverB Bob/Boy/Bravo P Peter/Paul/Papa

C Charlie Q QueenD David/Delta R Robert/Rose

E Edward/Echo S SamG George T TomH Henry/Happy U UniverseI India V VictorJ Jack W Wilson/WashingtonK Kevin X X-rayL Love/Larry Y YankeeM Mary/Mike Z Zebra/ZuluN Nancy


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Placing the customer on holdSteps:

Ask permission and let the customer know whyGive an estimated time

Wait for customers response

Thank the customer for holding

Give results


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Things to remember:Refrain from placing customer on hold more than once or forexcessively long period of timeNever exceed 20 minutes of holding timeIf you need longer time, go back to your customer and advisethem to wait a little longer


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Catalog Request Transaction Call FlowCall Opening Greeting

Thank you for calling DWCLDFI Call Center, myname is Marvin. How may I help you?

Mailing Information Mailing

name/Mailing Address

May I have your first name please?

Let me get your mailing address, will that be ahouse or an apartment?


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Customer Contact Information Telephonenumber/email address

May I have your telephone number starting withthe area code?

Would you like to share an email address?

Closing

Thank you for requesting your free DWC4 catalog,you should receive it within 2 weeks. Bye!


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Sales Transaction Call FlowCall Opening

Greeting

Thank you for calling (name of company). This is(name) speaking. How may I help you?

Billing Information

Billing name/Billingaddress

May I have your name as it appears on your credit

card?Let me get your billing address, will that be a

house or an apartment?


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Customer Contact Information telephonenumber/email address

May I have your telephone number starting withthe area code.

Wed like to keep you updated of our future

promotions, may we have your email address?

Shipping details shipping names/shipping

address

Will the shipment be made to the same address?May I have the name of the person who will

receive the items?


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Modes of Payment credit/debit/check card check by phone, send check or money order

Will the shipment be made to the same address?

We accept Master, Visa, Amex and Novus.Which credit card will you be using today?

Credit Card Information

credit cardnumber/expiration date/CVV number

May I have your credit card number?

The expiration date please.

Please read me the last three digits of the numberthat appears on the signature box.


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Get the order

Would you like that in VHS or DVD?How many of these would you like to ordertoday?

Upsell

For calling today, you are entitled to receive a 6-piece bonus set for only $---. Would you like meto add this to your order?

As a preferred customer, you can take advantageof this offer at a 50% discount! So, Ill go aheadand add this to your order today, okay?


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Shipping Options standard delivery time/rush

delivery

You will receive your order within 2-3 weeks.

Our standard delivery time is 2-3 weeks, but wecan rush ship your order for only $---. Would

you like rush delivery?Total

The total amount of your order today including

shipping and handling is $----.Your total is $----. That includes the shipping and

handling.


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Order Number

Would you like to take note of your ordernumber?

Please take note of your order number. Its ..

ClosingThank you for calling (name of company)! Have a

great day! Bye!

Thank you for shopping with us! Goodbye!

thank you for bringing this up to our attention.Bye!


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Call ControlIn a call, you are the captain of the ship.Always remember to address all questions but end

all your answers with a question thatwill lead you back to your transaction.


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ScriptsCall center agents being the first point of contact, are the most empowered people inthe company!Effects of using Scripts

Positive Effects: Provides a degree of control,

management and consistency

Negative Effects: May cause you to be less

adaptive and flexible May cause you difficulty in

responding to things notanticipated in the script

dwcc - telephone_personality

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