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商業電話技巧大綱
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Improving Your Telephone Techniques 商業電話技巧
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| POSITIVE TELEPHONE SKILLS 正確處理電話技巧 |
| This programme DISCUSS techniques to help your people deal with the telephone professionally,
politely and profitably. It presents a simple 3 point plan for the
successful handling of incoming calls:
1. BE POSITIVE: If someone asks you to do something you can't do, tell them what you can do instead. 2. ASK QUESTIONS: Use questions to expand the information you are getting from the caller. 3 TAKE RESPONSIBILITY: If you really can't deal with the call yourself, find someone who can, and make sure they deal with it promptly. 本頁是討論如何正確地處理接聽電話技巧 。 透過三個主要因素：包括積極，發問問題及接受責任幫助員工改善接聽電話的技巧。以友善樂於助人態度積極回答來電，發問問題去尋找幫助對方的方法，接受責任就是應該對每件工作有責任感 。 |
| Postive Telephone Skills 正確 |
| 請大家一起討論應對技巧, 提供不同的示範和建議，改善電話溝通技巧，增添您的商業利益。 。 |
| 本系列共六部份 |
| 1. The Basics of Handling Incoming Calls 基本接聽電話技巧 |
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This program shows how to handle the exchange that often provides the first (and if poorly done, the only!) impression of any business - the incoming call. With specific instructions and vignettes, this program covers such essentials topic as: answering calls with courtesy, promptness and helpfulness, putting calls on hold without leaving the caller feeling ignored, what to do when the requested party is busy or unavailable, screening calls (without offending the caller), and concluding a call. |
| 人們常由電話對一家公司產生第一印象，因此要抓住客户，接聽電話就要有技巧，本節目提供您：禮貌、迅速、確實地回答來電的方式； 當忙線無法立即代為接通話時、避免來電者誤解和不悅的方法；以及如何過濾和結束電話。 |
| 2. Beyond the Basics: More on Incoming Calls 洗鍊的接聽電話技巧 |
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This program helps viewers cross the line from adequate handling of incoming calls to mastery of the telephone as a business tool. It demonstrates the best ways to take a message and offers guidelines for creating a recorded message; offers tips on improving one's telephone voice; and shows how (and how not to) ways to defuse angry callers and deal with problems and unexpected situations. 將電話化為商業利器的技巧，包括：如何接收及記錄留言的方法； 運用聲調的要點；化解憤怒的來電妙方； 及處理問題和突發狀況的技巧。 |
| 3. Cost-Effective Telephone System Management 電話費用的縮減 |
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This is a program for managers and non-managers alike. It offers pointers on how to pick the right long distance service for your company; how to reduce long distance bills; using the business telephone to your best advantage; and practical hints for using your directory. 這是提供管理階層如何為公司選擇適當的打長途電話時段； 減低長途電話費用的技巧；最有效益的運用電話方法；以及如何善用電話名錄。 |
| 4. Making Your Cold Calls Count 成功地撥通電話 |
| What is the best way to reach the decision-maker you need within a company and what do say when you have? This program covers these topics and more. It offers ways to prepare cold calls and set objectives; give the essentials of a good opening statement; and provides tips for getting past the temporary put-off; tools needed by anyone with a product to sell or information to solicit over the phone. |
| 怎樣才能直接與部門的主管通上話，若真找對人了，又如何向其推銷？做好電話推銷與設定目標的方法，通過層層關卡的決竅及準備言簡意賅的開場白的方法。 |
| 5. Improving Your Outgoing Calls 打電話的技巧 |
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This program is for anyone who wants or needs to improve his or her day-to-day business telephone techniques. It covers: the need to plan calls; the advantages of scheduling calls; way to avoid telephone tag; techniques for organizing calls; and tips for becoming an effective listener. 提供改善打電話的技巧，包括：預先計劃安排的需要與好處；避免「捉迷藏」的技巧；組織電話內容的方法；及有效聆聽的善方。 |
| 6. IMPROVING TELEPHONE COLLECTIONS 電話摧款服務 |
| How to motivate debtors to
pay their bills, how to get past the stall and overcome objections; how
to prepare for a collection call; how attitude affects results.
This program covers these essential topics and prepares the viewer to
use the telephone effectively to collect on past due accounts.
如何向人摧討欠款； 如何應付敷衍推託和克服障礙； 如何準備催款電話，什麼樣的態度才能達成目的， 提供有效地收回欠款方法。 |