Telephoning

BEP 61: Telephoning - Handling Enquiries and Requests

26 Nov 2017

In this podcast lesson, we’re going to look at how to respond to telephone enquiries, and how to handle requests from callers.

To respond properly to enquiries, you should be able to answer the caller’s questions and give them the information they are looking for. To handle requests, you should be able to tell the caller what you will do to fulfill their request, and when you will do it.

We will also look at what you can say when you are unable to help callers fulfill their requests.

To handle enquiries or deal with requests in a polite and efficient manner, it’s a good idea to become familiar with some common functional expressions. We’ll introduce you to some of these expressions in the lesson.

Situation 1

Anna is a sales executive at a showroom which sells cameras. Let’s listen to how she handles a telephone call from Daniel, a caller who has an enquiry and a request.

 

BEP 19 - Chasing Up Payment by Telephone

04 Nov 2017
 

As anyone working in business knows, getting people to pay their bills on time is not always easy. Often, other companies, suppliers and retailers don’t pay because of filing or communication errors—with thousands of bills, invoices, receipts and statements in a typical accountant’s office, this is no surprise. Other times, though, we have to deal with those who either are unwilling or unable to pay their bills on time. It’s very important, in all the situations above, that we maintain our professional language, even when dealing with impolite clients or customers.

The Situation

Peter Mann is a new collections agent at a coffee supply company. His first task is to chase up two overdue accounts and get a commitment from each shop to catch up with or settle their account balances as soon as possible.

Peter calls two customers, both of whom haven’t paid their bills. Peter’s aim is clear: get his customers to pay the amount owed as soon as possible. How does he do this? Pay close attention to the language that Peter uses: he is firm, but also professional. What words and phrases does he use in order to remain professional, but to communicate that he expects payment soon?

Let’s listen in as he calls each company.

 

BEP 29: Cold Calling: Arranging Meetings

13 Feb 2017

Introduction

There are a number of ways in which cold calls can be effective. One is for the selling organization to start with a high quality, up-to-date database consisting of qualified potential clients that have an interest in the product being sold. Another is to use cold calls as a "step in the door". Rather than using the call to try to close a sale, it is used as the initial contact in a long-term relationship. This has the effect of removing the sales pressure from calls and making the goal of the call to build trust.

Situation

Salesman Kyle Brant calls two different companies for the first time to try to set up a sales meeting. Notice how he introduces himself. Notice also how he find his “way in,” his connection to make what he’s selling more appealing to the potential customer.

 

BEP 81: Telephoning - Making a Cancellation

18 Jan 2017

telephoning

Introduction

Often in business things don’t go according to plan. Sales fall, meetings are rescheduled, budgets are cut, orders are cancelled, flights are delayed. So just how do we inform our colleagues or customers about bad news? How should we apologise and how should we react to an apology?

In this podcast lesson, we’re going to use a telephone conversation between a buyer and a supplier to illustrate some of the common language used when giving and reacting to bad news.

Situation 

Andrea Suchy, a clothes buyer for a large shop in London, is calling one of her suppliers, Prebdel Manufacturing in Hong Kong, to cancel a recently placed order.

Because the company has recently declared a profit warning, the purchasing department is being required to reduce its purchases by 25%. However, the order with Prebdel was placed one week before this and it might be too late to cancel.

You’re now going to listen to Andrea as she tries to cancel her order without damaging her business relationship with Prebdel.

 

BEP 66: Telephoning - Dealing with Persistent Callers

05 Jul 2016

Introduction

Persistent callers are people who keep calling until they can speak to a certain person. It may be your job to answer the phone and speak several times to the same caller. The caller may be trying to sell something, or may want to talk to someone in your office for a specific reason.

Even if the same person calls many times, you should speak to them politely but firmly. There are many ways in which you can politely tell a caller that they do not need to call again, or that they can leave a message for the recipient.

In this lesson, we will look at how to use specific words and phrases to deal with persistent callers.

Remember that you need to remain polite and patient while talking to callers, even if they call many times.

Situation

You will now listen to a conversation between Sandra, a secretary, and Paul, a persistent caller.

 

BEP 71: Telephoning - Finalizing Agreements

06 Apr 2016

telephoning

Introduction

Quite often in business, a deal can be concluded without having a face-to-face business meeting. Where the terms of a deal are not so complex, or a deal has already been partially reached, much of the final negotiation can be done over the phone. In more complex situations, however, face-to-face negotiations are usually necessary.

If you would like to change the terms of an existing agreement, before you make your call to finalize the agreement, you should be clear about your starting and finishing positions. Do the calculations in advance and work out what a satisfactory outcome to the negotiations would be for you. Be aware of all the factors that have an impact on the deal; in most cases there will be some flexibility with these factors.

Situation 

Jenny Bond of United Wholesalers in London has just received the following fax from Bernard Chan of NEG in Hong Kong. NEG supplies fork-lift trucks.

FAX

Re: Special Order of 20 Fork-lift Trucks

Dear Jenny

We regret that our standard vehicles are not suitable for your purpose, but confirm that we can manufacture to the specifications you have forwarded.

Unless you can increase your order from 20 vehicles, however, there will be a substantial charge for this service.

Please let us know if you would like to pursue the matter further.

Yours sincerely

International Sales Director
Bernard Chan

Jenny then telephones Bernard to see if he will accept an order of 25 trucks so they can finalise an agreement. Let’s listen in on their conversation.

 
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