Business call by 魏嘉莉1.PARTS OF AN EFFECTIVE TELEPHONE CALL 2.SKILLS FOR MAKING EFFECTIVE TELEPHONE CALLS 3.QUESTIONING SKILLS4.SCREENING CALLS5.MESSAGE TAKING6.OPERATOR-ASSISTED CALLS 7.INCOMING TELEPHONE CALLS8.TRANSFERRING CALLS Eight different calls:Answer the phoneAnswer the phone：1 1、Make full preparation and communicate purposelyMake full preparation and communicate purposely2 2、the beginning words show the image of the companythe beginning words show the image of the company3 3、The best phone volume The best phone volume need be a bit higher need be a bit higher thanthan anan ordinary chatordinary chat4 4、Pay great attention to your attitude and tonePay great attention to your attitude and toneCall somebody upCall somebody up：1 1、 Talk business in working time and never when they Talk business in working time and never when they are off work. are off work.2 2、 Before you make a telephone call, consider why Before you make a telephone call, consider why you are making the callyou are making the call 3 3、T Toolsools forfor effectivelyeffectively makingmaking telephonetelephone callscallsA: Hello, This is Andy from ABC Company. May I speak to Mr. Brown?B: Please wait a moment. Sorry, he isnt in now. Do you need to leave a massage?A: Ive sent the email to his mailbox. Please give the massage to him.B: OK. Ill tell him as soon as he comes back.A: Thank you. Ill give you a call to confirm later.B: No problem.典型对话. .