Effective

Telephone

SkillsBlake Miller

Bass Pro Shops

• Switchboard

• 8 – 9 employees

• Small room

Training Objectives

• By the end of the training:

• Trainees will be able to effectively receive

telephone calls by using the four-step method.

• Trainees will be able to effectively talk with high

profile individuals.

Four-Step Method

1. Take a deep breath before answering the

phone (Obarski, 2014).

2. Use four answering courtesies (Kennedy Allbon

Tane, 2014).

3. Help the caller and listen attentively (Obarski,

2014).

4. Close the conversation (Kennedy Allbon Tane,

2014).

Step One

• Take a deep breath (Obarski, 2014).

• Organize thoughts before calls

• Helps sound alert and awake

• Prepare for the call

Step Two

• Use four answering courtesies (Kennedy Allbon

Tane, 2014).

• Greet the caller

• Name the company that is being called

• State your name when appropriate

• Ask how you can help the caller

Step Three

• Help the caller and listen attentively (Obarski,

2014).

• Get rid of distractions (Knott, 2008)

• Ask follow-up questions (Knott, 2008)

• Don’t interrupt the caller (Knott, 2008)

• Recap important facts (Knott, 2008)

Step Four

• Close the conversation (Kennedy Allbon Tane,

2014).

• Thank the caller

• Appreciation

• End on good terms

Mock Store Call 1

• Operator: Good fishing and hunting, Bass Pro.

• Caller: Hey, Bass Pro.

• Operator: Hello, how may I help you?

• Caller: I would like to talk with the hunting department.

• Operator: Okay, which section of the hunting department?

• Caller: Hunting supplies.

• Operator: Unfortunately our hunting department is divided into many different sections. Could you be a little more specific?

• Caller: I am interested in buying a gun.

• Operator: One moment please and I will get you connected.

Mock Store Call 2

• Operator: Good fishing and hunting, Bass Pro.• Caller: I would like to talk with the camping department please.• Operator: One moment and I will get you connected.• …later on• Operator: Good fishing and hunting, Bass Pro.• Caller: Yea, I wanted the camping department, but no one

answered. Is anyone working down there?• Operator: I do apologize for that, but we are very busy. I am going

to put you on hold and try to get someone for you.• Caller: Okay.• (Places caller on hold. Gets an associate in camping on the

phone.)

• Operator: I have someone from our camping department on the phone for you now.

• Caller: Thank you.

Activity One

• Use the tables as groups.

• Look at the corporate call script.

• Discuss in your groups where each step is being

applied and why.

• Could things be done differently? What?

• Feel free to write on the sheets.

Activity Two

• Take an envelope from your table.

• Find the envelope with the same number as

yours – pair up with that person.

• Read your cards to yourself.

• Find a location and sit back-to-back.

• Use your cell phones to create the

environment.

• Do the mock phone call – use the scripts for

help.

• Repeat.

Conclusion

• How did you feel while doing the mock phone

call? Why?

• Did you learn something new?

• Four-step process of answering a phone call.

• How can we use this information now?

• How can we use this information in the future?