Initial stage of the phone call-How to use Rapport Techniques on the Phone

Tips and Techniques

Initial stage of the phone call

1. Listen very attentively to the way in which the receptionist answers the phone
and have a pen and pad handy

2. Most receptionists will answer the phone with a greeting for the time of day, the
name of the company and their own name.

3. Immediately write down their name on your pad and return their greeting using
the name that you have just written down. This technique is most effective as
research has shown that very few receptionists ever get called by their name by
telephone callers who are always in a hurry to get what they want – to be
connected to the person they are looking for.

4. Ask them “how are you today?” and wait to hear the response. Be prepared to
get a terse response. But do not let that prevent you from being friendly yourself.

5. Next give them importance by saying that you need their help and that you are
sure they will be able to help you. This technique changes the tone of the
conversation and even the most busy and curt receptionist will say modestly that
she will do her best to help you.

6. Now you are ready to make your request.

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How to use Rapport Techniques on the Phone

Dealing with challenges-How to use Rapport Techniques on the Phone


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