Telephone communications, as well as other types of communicative interaction, have their own rules and norms for conducting a telephone conversation. The knowledge of such norms will allow conducting the conversation competently and effectively and achieve the set result. If you can’t do without communications by phone, you should study the rules of communication with customers in order to transform the phone from a kind of obstacle into its ally. It is necessary to study the rules of telephone communication to such an extent that they become a natural model of conducting a conversation.
The following are simple rules for communicating with customers via telephone.
Rule one implies the reasonableness of a telephone conversation. That is, before you make a phone call, you should carefully consider the construction of the conversation, possible objections and ways of working with them, questions and the desired result. Even experienced switches, in which all the main activities are connected with telephone conversations, always keep in front of them a general plan of conversation, speech modules, well-chosen phrases.
If a telephone conversation implies familiarization with the services of the enterprise and its offers, then the second rule follows, which implies the need to always keep at hand the price lists, presentation materials, etc.
The third rule is to summarize the dialogue. You should always sum up the conversation. For example, if a conversation covers the delivery of a product, then the delivery place, date and time, etc. should be clearly and slowly repeated.
The best in a telephone conversation is considered a friendly and gentle beginning of the conversation, and then you should move to a more energetic speech. You need to finish communicating in a positive way. There is a so-called "edge" rule, which means that the integrity of an impression causes the first and last signals.
In any telephone communication, one should consciously and purposefully work on such sensations that arouse desire in the interlocutor. It is necessary to end the conversation warmly and gently in cases where the speaker invites the customer to visit their store, office, company, etc. Accurately and efficiently, while giving a sense of stability and security - if we are talking about different supplies. After all, the speaker should give the client confidence in the reliability of the company as a possible partner.
The rate of speech should depend on the interlocutor. If the partner in telephone communication speaks quickly, then you should slightly accelerate your pace of speech. In the case when the interlocutor speaks slowly, words should be smoothly and slightly cumbersome. Adjustment to a partner will create a more comfortable and favorable conditions for the conversation for the client, which will certainly place him in the direction of the speaker. And this means that he will meet. However, you should be afraid that your partner may perceive your communicative tricks as a mockery of himself. Therefore, you should copy the interviewee very carefully and not too clearly.
It should not be in the process of a telephone conversation overload partner information. After all, it has long been established that the volume of the operating memory of a subject is up to 9 units. This means that it is impossible to remember simultaneously 9 words that are not connected in a logical chain. Therefore, you should not spread to the client absolutely all the information you know. This will only confuse and frighten him, instead of generating interest.
When communicating by phone, it is necessary to maintain feedback with the client in order to partially compensate for the lack of eye contact. This rule involves responding to all the replicas of the interlocutor, but without excessive fanaticism. You can react with such phrases: "I understand you," "this is wonderful," etc. Such statements will allow the person to relax and feel more comfortable.
В общении по телефону так же, как и при других видах коммуникативного взаимодействия, эффективным считается упоминание имени собеседника. Причем в телефонном разговоре обращаться к человеку по имени следует как можно чаще, что недопустимо в коммуникативном взаимодействии "глаза в глаза".
Another important rule for the effectiveness of a telephone conversation is the obligatory asking the partner whether it is convenient for him to speak at the particular moment whether he has free time for conversation. This is important for the interlocutor to correctly perceive all the information that they want to convey to him by phone.
Phone today is almost indispensable attribute of communication. However, originally created for the union of subjects, it now introduces many difficulties in communication. Indeed, in conditions where two interlocutors cannot see each other, it is extremely difficult to show empathy and empathize with the partner’s feelings, which reduces the effectiveness of the conversation. Therefore, it was to compensate for the shortcomings of telephone communication the above-mentioned rules of interaction were developed.