pravila_telefonnyh_peregovorov

1. “Финансовый Университет при правительстве Российской федерации” (Финансовый Университет) Колледж Информатики и программирования

Rules of telephone negotiations
ПРЕЗЕНТАЦИЯ ПРИМЕР

2. Goals and objectives

Study and learn the rules of
telephone conversations and also
learn how to use them in
everyday life.

3. Plan Negotiations

Before starting a conversation,
think carefully:
convenient time for a call and its
duration;
clearly define the purpose of
your call;
make a conversation plan.

4. Greet the interlocutor

Greet the interlocutor as kindly
and energetically as possible.
Come up with several ways to say
hello.
It is better to start a
conversation with a client with
the words "Good afternoon
(morning, evening)".

5. Call yourself by Name

Clearly state your first and
last name. Then name the
company you represent. ("My
name is … Company”…”).

6. Find out the name of the interlocutor

To do this, use the phrase "My name
is… I'm sorry, but how can I address
you?“
To pronounce a name means to show
respect for a person. It should not be
pronounced with a tongue twister, it is
better with feeling and at the same
pace as the conversation is going on.

7. Thank the interlocutor for the call

At the end of the conversation, say
goodbye to the interlocutor as kindly as
possible. "If you have any questions, call
us, we will be happy to help you." "Come,
at any time convenient for you, we will be
glad to help you", "Good day“.

8. Find out if they can talk to you

It is possible that at this very
moment your client is engaged in a
responsible and important business
for him. Or your conversation is
inappropriate at the moment for some
other reason. Use the phrase "Is it
convenient for you to talk now?"

9. Сonclusion

Knowing the rules of a
telephone conversation will help
to establish a good relationship
with the interlocutor and set a
good tone.

10. Thank you for your attention