The Basics
Effective Communication
Relationship Building
Telephone Contact
Fun Facts
100
People see you first, hear you second
What is a first impression?
100
Think before you speak
What is choosing the right words?
100
Be friendly, interested, sensitive, trustful and find common ground.
What is establishing rapport?
100
Listen to the customer's opening statement, write down key points, listen without interrupting, give customer your full attention.
What is putting your best ear forward?
100
Relationships are built on this
What is trust?
200
Say please, thank you and you're welcome Say excuse me and I'm sorry
What is courtesy counts
200
The way you say something
What is tone?
200
Be helpful, committed, a problem solver, credible and believe in your products.
What is interacting positively with customers?
200
Answer on the first ring, give your name, sound enthusiastic, build a relationship.
What is the opener?
200
When you make this, make it right with the customer
What is a mistake?
300
Believe in yourself, believe you can make a difference, keep an open mind
What is attitude?
300
Actions speak louder than words, SMILE, make eye contact, good posture, rest, steady energy level
What is nonverbal communication?
300
Ask questions, summarize customer needs, recommend solutions.
What is identifying customers' needs?
300
Assure the customer you can help, summarize opening statement, verbalize what you are doing, give it a personal touch.
What is helping the customer?
300
When you should answer the phone
What is the first ring?
400
Do the right thing, always be honest, be accountable.
What is ethics?
400
Speak clearly, use everyday language, avoid jargon
What is proper grammar?
400
Go out of your way for your customer, validate customers' decisions, instill positive feelings.
What is making the customer feel valued?
400
Recap what you are going to do, gain acceptance, ask if you can help with anything else, thank customer.
What is the closer?
400
What you should give the customer every time
What is your full attention?
500
Say yes instead of yeah.
What is being professional?
500
Focus entirely on the customer, remain objective, pay attention
What is listening actively?
500
Be calm, patient, professional, and tolerant
What is handling different types of customers?
500
Verbal
What type of communication used during a telephone conversation
500
This is everything - good or bad
What is attitude?
M
e
n
u