TELEPHONE
CONVERSATION
TYPES OF PHONE CALLS
• Asking for information
• Making an appointment
• Filing a complaint
• Conversation
• Placing an order
5 STAGES OF PHONE CALL
OPENINGS AND
GREETINGS
ESTABLISHING
REASON FOR
CALLING
CONTENT,
CONVERSATION,
BUSINESS
WRAP-UP, NEXT
STEPS, AND
FEEDBACK
CLOSING
5 TIPS PHONE
ETIQUETTE
• State your name when answering the phone
• Remember the name of the caller and use it
• Use formal language
• Summarize the conversation/agreement
• Avoid silence