What Makes a Good Telephone Call?


Before the call

§        Prepare well before you call.
§        Plan what you want to say.
§        Prepare answers to possible questions.
§        Send e-mail before the call, if necessary.

Beginning the call

§        Make a greeting and identify yourself clearly.
§        Ask for connection to the person you want to speak to.
§        After connection, greet the person.
§        Small talk*
§        Give a reason for the call

During the call

§        Create a positive atmosphere.
§        Communicate your object clearly.
§        Listen – make sure you understand.
§        Check – make sure the other person understands you.

Ending the call

§        Confirm the result of the call.
§        End politely and positively.

Types of call

§        A cold call (selling)
§        An international call
§        A local call
§        A conference call
§        A long distance call