SS16SWB Phone Skills Fundamentals

When you need to place a customer on hold, what should you do first?

Ask permission

When you must leave the customer a voicemail, make sure tht your message is clear and ______________

Concise

During which part of the customer call should you ask questions to gain necessary information?

Discovery

Slowing down when talking to a phone customer means resisting the temptation to _______________

Jump ahead

In which part of the customer call is it appropriate to ask for the appointment?

Next Step

Adopting a _______ mindset helps you stay open to any and all information the customer provides.

Not- Welcoming Not- Pleasing

To be most effective, end the conversation with an irate caller by _________________

Partnering with the customer on a resolution

For an effective customer phone conversation, make a habit of ___________ as soon as you pick up the phone.

Smilling

"Active Listening" means listening to _________________

Understand

To stay present and engaged during a phone call with a customer, concentrate on the caller's ____________

Voice