Speak effectively on the phone

How shall we address our customers when we make a call to them?

• Call their full name

• Call their first name

• Call their last name then first name

• Call their first name then last name

Below statement, which greeting is the best to greet your customer on phone? Answer can be in multiple choice. (Customer name Nurul Huda Binti Rahman)

• Good morning! May I speak to Ms. Nurul Huda

  Binti Rahman? I am Lai Lee calling from Alpro Pharmacy Seremban. How are you doing?

• Good morning! May I speak to Ms. Huda? I am Lai Lee calling from Alpro Pharmacy Seremban. How are you doing?

• Good morning! May I speak to Ms. Nurul? I am Lai Lee calling from Alpro Pharmacy Seremban. How are you doing?

• Good morning! May I speak to Ms. Rahman? I am Lai Lee calling from Alpro Pharmacy Seremban. How are you doing?

What is the 3 Simple Techniques to Speak Effectively on the phone? Answer can be in multiple choice.

• Be a good listener

• Lead customer to talk by ask them question

• Be a good speaker

• Call customer with her first name

What is the tools need to prepare before call customer?

• Pen, customer’s name list, paper for notes, promotion list, script, outlet’s phone

• Pen, staff’s name list, paper for notes, promotion list, script, outlet’s phone

• Pen, customer’s name list, paper for notes, promotion list, script, personal’s phone

• Pen, customer’s name list, paper for notes, promotion list, script

What is the suitable environment for salesperson to make a phone call?

• A busy environment with staff yelling

• A quite and calm environment without any distraction

• A place full of rubbish and unpleasant smell place

• A place that full of dust and busy area

In your opinion, which below tone should have in salesperson when make a phone call? Answer can be in multiple choice.

• Tired tone

• Sad tone

• Excited tone

• Happy tone

In Tele-engaging, besides engage with customer, what we can provide to customer? Answer can be in multiple choice.

• Service

• Follow up

• Affiliate

• Delivery

Why listening so important in tele-engaging?

• To make sure customer buy

• Let customer know we hear their voice

• To make sure customer is comfortable

• To understand customer needs

Why ask question so important in tele-engaging? Answer can be in multiple choice.

• To let customer know we are from Alpro Pharmacy

• To lead customer to talk

• To make sure customer said wants to buy

• To know their background well

Why address customer first name so important in tele-engaging? Answer can be in multiple choice.

• To catches attention in the right time to build a trust

• Let customer know we know them

• To make sure customer is comfortable

• To make customer feel nervous