6．Most of us use the telephone several times a day to talk with friends or make social arrangements．
These calls are usually quite easy and require little planning．
Using the telephone for business purpose is different．In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world．
If you want to ensure good public relations，you need to master effective telephone techniques．
You should try to give an impression of an efficient，frindly，progressive（進取的） company eager to give good service．
Before calling
Choose the right time．Consider the cost，urgency and convenience．When calling overseas you need to consider the time difference．
（36）E．A great deal of money is wasted each year on dialing wrong numbers．
Plan your call．Make a list of points and questions to be raised．（37）A．Gather any files，papers or information that may be needed during the call．It is unprofessional to have to say"Hold on whil I look for that．"
If you have to ask a caller to hold on，keep going back and assuring him/her that you will be as quick as possible．
Avoid interruptions．Call at a time when you are unlikely to be distracted．
During the call
Be courteous（客氣的），polite．Make time for suitable greetings like"How are you today，Jim？"and"Did you enjoy your holiday？"
（38 ）G．Remember，our caller can't see you，so use intonation to good effect and try to sound confident，decisive，helpful and interested．
Check your notes．Look back at your notes to ensure that you have covered everything and quote（引用） figures and other data correctly．
Obtain feedback（反饋）．Make sure that your caller understands the message correctly，especially where deadlines and actions that are involved．
Be courteous．Finish by thanking the caller for his or her time and trouble．
After the call（39）B．Let it become a habit to make notes of the call and place them in an appropriate（適當?shù)模?nbsp;file．
（40 ）C．If you need to send a letter of confirmation（形式） or inform someone in your organization about any details of the call，do some immediately so that you do not forget important points．
A．Be prepared．
B．Make notes
C．Take actions．
D．Be patient．
E．Check the number．
F．Keep your telephone at hand．
G．Put a smile in your voice． |
