Concept of Business Telephoning

Concept of Business Telephoning

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For business and professional use, the telephone is an effective oral communication tool and one of the most important channels of communication. 

Often a telephone conversation can take the place of two written messages or a face-to-face interview. In most of the cases communication through telephone is comparatively less time taking and more economical. Telephone talks are also more effective in some cases than the written messages. Something difficult to say in face-to-face interview, can be easily said on telephone. The time that phone calls save to handle certain inquiries and business is valuable for both the callers and the respondents. 

Business may also sell goods and services through telephone calls. It is a medium, which helps contact more customers, more frequently at lower cost, and earns money from sales. 

The telephone is therefore, useful in saving money, time and labour, and increasing efficiency and revenue. 

Suggestions on Telephoning

Telephoning to be effective requires: 

(a) preplarming by the caller, and (b) desirable behavior during conversation by the conversing persons. 

 Preplanning: Before calling, the caller should:

 i. Know the specific purpose of the call. 

ii. Know the person to be called. 

iii. Consider the best time to phone. 

iv. Plan the opening statement. 

v. Jot down the questions to be asked. 

vi. Have paper and pen handy for note taking, and 

vii. Place near the phone any figures; file, correspondence or whatever may be necessary for reference. 

Desirable behavior during conversation

Called Should

 i. Confirm whether the desired person or office has been connected. 

ii. State the purpose of the call at the beginning.

 iii. Summarize the main points before closing, and 

iv. Thank the listener and let him/her hang up first. 

Respondent Should

 i. Respond promptly with a clear pleasant voice. 

ii. Greet the caller  and mention at the beginning his or her (respondent’s) name.

iii. Answer all questions asked. 

iv. Give extra information if relevant.