FPL - Tata - Telephone Etiquettes

Which of the following is an essential element of good telephone etiquette for salespeople?

• Interrupting the customer

• Speaking softly and unclearly

• Listening actively

• Using jargon and technical terms

How should you greet a customer when answering a sales call?

• "Hello Sir, What do you want?"

• "Hello Sir, this is [Your Name]. How can I assist you today?"

• "Hi dear, Sorry, I'm busy. Can you call back later?"

• "Please hold, I'll get back to you shortly."

What is the recommended tone of voice for a salesperson on a phone call?

• Monotonous and flat

• Loud and aggressive

• Soft and timid

• Warm and friendly

How should you handle a difficult or irate customer over the phone?

• Hang up on them

• Engage in an argument

• Stay calm and empathize with them

• Transfer the call to a supervisor immediately

When should you place a customer on hold during a sales call?

• Whenever you need a break

• Immediately after they start speaking

• After asking for their permission and explaining the reason

• Only when you are not sure how to answer their question

How should you wrap up a sales call and leave a positive impression on the customer?

• Abruptly end the call

• Thank the customer for their time and summarize the next steps

• Ask the customer to call back later

• Keep talking until the customer hangs up

What is the appropriate way to follow up with customers after a sales call?

• Don't follow up at all

• Send a generic message to all customers

• Personalize the follow-up based on the conversation and offer additional assistance

• Wait for the customer to initiate contact again

How can you ensure clear and effective communication during a sales call?

• Speak quickly to save time

• Use technical jargon to sound knowledgeable

• Listen actively and ask clarifying questions when necessary

• Keep the conversation one-sided

How can you sound professional and confident over the phone?

• Speak loudly and aggressively

• Avoid using the customer's name

• Maintain a positive and enthusiastic tone

• Rush through the conversation

What should you do if you're unsure how to answer a customer's question?

• Provide incorrect information confidently

• Make up an answer on the spot

•  Ask the customer to repeat the question

• Admit & offer to find the information and get back to the customer