Telephone Persuasion Skills: Successfully Engaging in Calls

Persuation skills over the phone is important to improve ‘hit rate’ when you want to seek information, explore opportunities, develop contacts and deal with difficult situations.

The art of persuasion, of influencing the people is a vital skill during business calls. Without it, you’ll simply be ineffective.

First impressions can have a lasting impact whether they are made face to face or on the telephone. On the telephone they are particularly important because as far as the caller is concerned the voice on the telephone is the organisation.

This course provides the opportunity to consider what makes effective communication, how to establish rapport on the telephone.

Part 1: Knowing Your Caller

  • Understanding the profile of your caller and identifying their needs and interests in relation to your needs and interests

Part 2: Telephone Etiquette

  • Guidelines on professional use of the telephone to cover answering, greeting, putting on hold/transferring, leaving a voicemail, etc
  • Practicing voice techniques to develop an effective ‘phone voice’

Part 3: Making the Call

  • Reviewing useful phrases to successfully engage callers including relationship-building phrases
  • Applying successful questioning and listening techniques
  • Practicing persuasion skills through role-playing typical scenarios to engage the caller
  • Detailed feedback on role-plays

Part 4: Handling Challenging Calls

  • Applying specific techniques for speaking to difficult callers (angry, challenging, rambling) through role-playing and reviewing useful phrases
  • Detailed feedback on role-plays

Upon completion of this workshop, participants will:

  • Understand the concept of telephone etiquette and the proper practices for various workplace situations
  • Work towards maximizing individual success rates in exercising influence in calls
  • Be able to handle difficult calls more effectively

You must understand the how to communicate with Telephone.

This course can also be provided independently.

Course Duration: 1 Day

 

Anyone who wants to improve their Telephone skills and take them to the next level are welcome to join this 1 day practical workshop.

 

Upon completion of this workshop, participants will:

  • Understand the concept of telephone etiquette and the proper practices for various workplace situations
  • Work towards maximizing individual success rates in exercising influence in calls
  • Be able to handle difficult calls more effectively

Go To Top

Anyone who wants to improve their Telephone skills and take them to the next level are welcome to join this 1 day practical workshop.

 

Go To Top

Part 1: Knowing Your Caller

  • Understanding the profile of your caller and identifying their needs and interests in relation to your needs and interests

Part 2: Telephone Etiquette

  • Guidelines on professional use of the telephone to cover answering, greeting, putting on hold/transferring, leaving a voicemail, etc
  • Practicing voice techniques to develop an effective ‘phone voice’

Part 3: Making the Call

  • Reviewing useful phrases to successfully engage callers including relationship-building phrases
  • Applying successful questioning and listening techniques
  • Practicing persuasion skills through role-playing typical scenarios to engage the caller
  • Detailed feedback on role-plays

Part 4: Handling Challenging Calls

  • Applying specific techniques for speaking to difficult callers (angry, challenging, rambling) through role-playing and reviewing useful phrases
  • Detailed feedback on role-plays

Go To Top

You must understand the how to communicate with Telephone.

This course can also be provided independently.

Course Duration: 1 Day

 

Go To Top

Microsoft Training at Intellisoft

Claim SDF Grant

Companies sponsoring their staff for training can claim from the Skills Development Fund.

Learn By Doing

You learn best when you Do It Yourself.

We teach you, step by step, how you can learn new skills, build your knowledge and enhance your career prospects quickly & easily, with Practical Tips & Tricks!

SkillsFuture Ready

Singaporeans can use $500 SkillsFuture Credits for this training to offset the course fees.

Contact us for advise on how to go about claiming your SkillsFuture.

Get Started Today!

How To Register

This programme can be customized according to your needs and is conducted in house . For more information  Email to training@intellisoft.com.sg or you can register online too.

Some of the companies that experienced our trainings

Be a Master in Telephone Skills
&
Accelerate Your Career

Free Tips, Tutorials & Training Grants Info

Learn from expert tips, tricks and resources for Excel, PowerPoint, Photoshop, Project Management, IT, Soft Skills & more with our Email Newsletter.
Plus get the latest news on Grants. Join Today!

Found What You Were
Looking For?

Just Tell us...

We're Here To Help You!