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Tips for “directing” telephone calls


I am preparing a short training session (max 1 hour) for non-Sales people who need to direct phone calls to include the "soft" marketing of our new media products. They have requested help on "directing" the call, so it flows well and how to change a call tactfully to ensure this information is gathered. They will not be selling the product,just passing on details of the customer's interest. Any help appreciated. Thanks.

One Response

  1. Ideas
    Hi Wendy

    Without knowing your company and these people’s situation, it is difficult to make any firm suggestions, but the fact that the request has come from them makes your job a lot easier I suspect. Am I right in thinking these people are regularly handling general incoming calls? If they are then I would probably not run a training session but facilitate a workshop so they could answer their own request.

    I have run sessions similar to this for new sales people having trouble with cold calls. I have found by that using their real life examples and role-playing to get them thinking and feeling like a customer, they very quickly develop techniques that work for them and their situation. The solutions have always been taken up more wholeheartedly (often with subsequent personal enhancement) and the results been more long-lasting than when a technique has just been given to them.

    Give me a call if you want to bounce a few ideas off me – 01543 258314 (or e-mail [email protected])

    Good luck
    David Smith


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