How to learn to negotiate with a client over the phone. How to behave during a conversation
The correct behavior of staff plays a big role.
The likelihood of a purchase will increase significantly if the manager’s cooperation with the client is successful. It is important to show proper and at the same time unobtrusive attention to the buyer, showing him that you are interested in him being satisfied. To do this, you need to be able to win over your interlocutor using a smile and a friendly tone. Emotionality in communication is also very important: the buyer will not show interest in either you or the product if you speak in a monotone. If you use the right emotions during a conversation, this will help interest your interlocutor and make the dialogue more lively and relaxed. Every salesperson needs to have good diction. It is important not only to know what exactly needs to be said to the buyer, but also to be able to do it clearly and correctly. The manager must not have a speech impediment. The buyer should see in front of him a real professional who knows how to talk about the product, answer all his questions, and with whom it is pleasant to have a conversation. No one is interested in an insecure employee who cannot put two words together. When communicating with a client, it is also important to get to know him and in the future address him by name. This psychological technique helps to win over the interlocutor, giving the communication a more personal character. It is very important to listen to the buyer and in no case interrupt him, but at the same time direct the conversation in the right direction if he begins to move away from the main topic. They often show that the manager himself does not know the essence of the service well. A professional will under no circumstances drag out vowels. Another indicator of an incompetent employee is words with diminutive suffixes.
TEST “Do you know how to conduct a conversation correctly?
The proposed test will allow you to find out how competently you conduct a conversation with your interlocutors, whether you organize your conversation correctly.
Our test consists of two blocks. The first block includes a group of questions. Each individual question has 4 answer options.
You need to choose only one of them, which most closely matches your style of dialogue with your interlocutor.
The respondent must write one letter (a, b, c, d) corresponding to your chosen answer option on a separate piece of paper opposite each number.
The first block of questions ends with the key to this mini-test, the results obtained are summarized. Then they proceed to the second block of questions, at the beginning of which the key is immediately indicated.
The sum of points obtained as a result of the first and second testing is added up. This will be the total amount of points you scored. An interpretation of the test results is given at the very end.
Test I
When you talk to another person, do you often resort to nonverbal means of communication (gestures, facial expressions, etc.)?
a) quite often;
b) often;
c) rarely;
d) never.
- Do you often find yourself thinking about something else when talking to another person?
a) never;
b) very often;
c) rarely;
d) often.
- Do you often use a didactic tone when speaking?
a) often;
b) never;
c) very often;
d) rarely.
- How often, when talking to another person, do you have to use only reliable information in your conversation?
a) rarely;
b) often;
c) very often;
d) never.
- When talking to someone you are talking to, do you always speak in a loud voice, pronouncing every word clearly?
a) very often;
b) never;
c) rarely;
d) often.
- Do you ask your conversation partner again if you don’t understand (underhear) something?
a) often;
b) never;
c) rarely;
d) very often.
- Do you often have to correct mistakes in the speech of your interlocutors?
a) rarely;
b) very often;
c) never;
d) often.
- During the conversation, the pace of your speech may vary (faster or slower).
a) often;
b) very often;
c) never;
d) rarely.
- Is your speech replete with pauses, interjections, and introductory words?
a) never;
b) often;
c) very often;
d) rarely.
- When communicating with another person, do you often use expressions such as: “Could you please explain this to me?”, “Can you correct me if I’m wrong...”, etc.?
a) rarely;
b) never;
c) often;
d) very often.
KEY TO TEST I
a - 0, b - 1, c - 3, d - 2;
- a - 3, 6 - 0, c - 2, d - 1;
- a - 1, b - 2, c - 0, d - 3;
- a - 1, b - 2, c - 3, d - 0;
- a - 2, b - 0, c - 1, d - 3;
- a - 3, b - 0, c - 1, d - 2;
- a - 2, b - 0, c - 3, d - 1;
- a - 3, b - 2, c - 0, d - 1;
- a - 2, b - 1, c - 0, d - 3;
- a - 1, b - 0, c - 3, d - 2.
Test II
Select one of the answer options and for each answer “yes” to 2-7, 9, 10, award yourself 5 points, for each answer “no” to 1, 8, 10, 11, 4 points. Each non-matching answer is worth 1 point.
- Do you agree with the statement that it is best to start a conversation with a stranger with something that is directly close to you?
a) yes;
b) no.
- Are you of the opinion that when meeting a person for the first time, the conversation should begin with neutral topics (social events, sporting events, etc.).
a) yes;
b) no.
- From the first minutes of conversation, you strive to create an atmosphere that encourages your partner to continue the conversation.
a) yes;
b) no.
- When talking with another (unfamiliar) person, do you most often unconsciously begin to go over in your mind those topics that may be of interest to your interlocutor?
a) yes;
b) no.
- When talking with your interlocutor, you try to find out as much as possible about him.
a) yes;
b) no.
- I prefer that the interlocutor always initiates the conversation.
a) yes;
b) no.
- Do you like to communicate with people who, when talking with you, ask a lot of additional questions?
a) yes;
b) no.
- When speaking, do you like to take the initiative?
a) yes;
b) no.
- In an interlocutor, you, first of all, value the ability to be attentive, without interrupting,
listen to your conversation partner.
a) yes;
b) no.
- Don't you like it when your interlocutor's story is replete with various kinds of details that distract you from the main goal of the conversation?
a) yes;
b) no.
- When talking with another person, you often twirl (twirl) a pencil or ballpoint pen in your hands.
a) yes;
b) no.
- You always easily determine what is not interesting to your interlocutor.
a) yes;
b) no.
Interpretation of test results.
From 0 to 22 points. It’s strange that you are interested in our test, since you usually don’t think about how you talk with your interlocutors, whether they are interested in the topic of your conversation, etc. However, perhaps our test will draw your attention to the fact that proper communication with other people is worth and necessary to learn (if you are not endowed with this by nature).
From 23 to 44 points. You belong to the category of “taciturn” interlocutors; the initiative for conversation rarely comes from you, but for others you are an excellent listener, as you are guided by the principle: “Silence is golden.” Try to change the state of affairs, become more actively involved in the conversation. Read literature that mentions the basic rules of conversation.
From 45 to 66 points. You are an excellent conversationalist, you know all the basic rules of conversation, so you always know what you should pay your partner’s attention to and what you should keep silent about, how to interest him, where to start and how to end the conversation. When communicating with others, you are always helpful and correct, attentive to your partner and to all the details of his story.
From 67 to 87 points. A conversation with you does not always bring pleasure to the interlocutor, the reason for this is not that you are not familiar with the rules of effective conversation, but because you strive to turn a two-way dialogue into a monologue in which the primary role is assigned only to you. Be more attentive to your interlocutor, and you will discover a lot of new things.
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How to start a telephone conversation. Examples of telephone conversations with friends and strangers
With frequent use of telephone communication, issues of ethics of telephone communication and problems of “correct” communication come to a prominent place. Anyone who calls anyone, of course, wants his telephone interlocutor to listen to everything he wants or needs to say. Anyone who receives a call from anywhere wants to understand that this call is important specifically for him, for the subscriber receiving the call.
Unfortunately, sometimes due to neglect of the fairly simple rules of telephone communication, many calls never reach their goal. They immediately or gradually, during the conversation, become uninteresting to the person they are calling.
It’s one thing for relatives to communicate who know each other very well: “Hello, hello, how are you there?!” or straight away “Where are you?” without "hello and goodbye". Everything is clear here, both to the caller and to the person receiving the call. These people are always in touch with each other. It was as if they had never said hello or goodbye, but were and continue to be always close, thanks to modern means of communication.
What if you work in a call center and make a so-called “cold call,” when the person being called hears for the first time about a particular offer of goods, services, or interesting and useful information? Is it possible to start a conversation with the question: “Are you Ivan Ivanovich Ivanov?” I wonder what is the benefit for Ivan Ivanovich Ivanov, picking up the phone, to find out what his name is?
And in general, is it proper to start a telephone conversation with a stranger in the same way as on the street, in street slang: “Hey, you’re there, I’m talking to you, come to us, we have a very good product here, I’ll give you a discount!” It is clear that just like that, people usually don’t talk on the phone from an unknown number. But, you see, calls that begin with the words: “Hello, we called you to tell you important information. Wait until the operator is free...” – even cause some consternation. You are calling me, not me calling you! Why should I pick up the phone and still have to wait for someone there?!
Or, for example, a call from an unfamiliar number, when they immediately transfer, as they say, right off the bat: “Ship me urgently so many boxes of such and such a product!” or “You have been approved for a loan for such and such an amount at such and such a percentage.” What? What boxes, what goods?! What loan? What are you about?!
Separately, we can mention telephone scammers. They are trying, by hook or by crook, to “extract” from us confidential information about our money, which, of course, scammers are only interested in: “I have before me your application to change the PIN code of your bank card. What PIN code did your card previously have? Here the caller is faced with the task of immediately confusing you, and immediately, before you recover, to find out as much as possible about your money...
In general, the telephone has now become not just a means of communication, mainly with familiar people or well-known relatives. We began to often call complete strangers on the phone. And we often, very often receive calls from unknown numbers from unknown people with unclear intentions.
How can we ensure that strangers still develop trust in us, the callers, listen to us, enter into dialogue, and become interested in the proposed topics for conversation? There were and still are several important rules for this.
How to make a good first impression during a conversation
The first impression is the starting point in the relationship between two people. It can leave a strong imprint on the memory and significantly influence the future fate of a person.
According to some scientists, the first impression is formed in exactly 2 seconds, and no significant changes occur over time. That is why it is so important to show yourself on the positive side, to emphasize all the advantages of your character and appearance, to show what an attentive and sensitive person you are.
Those who want to remain in the memory of another person for a long time as an interesting person and a pleasant interlocutor will need tips on how to make a positive impression during a conversation .
People are often divided into two categories. Some find it easier to remain silent than to express their opinion, and they passively agree with the interlocutor’s vision of the world. Others think that their opinion is also wrong. But there are some simple rules with which you can competently express your thoughts and emotions, talk, implement your plans, using a minimum of energy and time, while showing yourself in the best light.
Posture during a conversation
Often the position of a person's body tells more about him than the words spoken. Depending on the position your body takes during the dialogue, the interlocutor may take your words either seriously or not attach much importance to them.
All poses can be divided into three groups:
- Openness and closedness . A person ready to talk will smile, his face and body will be turned towards the interlocutor, and his body will be slightly tilted forward. If communication does not bring pleasure, then he will take a pose where his hands are clasped or crossed on his chest, his leg is crossed over the other leg in a sitting position, and the body often involuntarily leans back.
- Power and Submission . The interlocutor may show authority towards the opponent, for example, patting him on the shoulder during a conversation, or hovering over him during the conversation. Likewise, if a person is being submissive, he will slouch and look timidly up at his interlocutor and avoid eye contact.
- Harmony and opposition . If the conversation proceeds harmoniously, then the interlocutors can take similar postures, and even adopt each other’s manner of speaking. They are both open to dialogue and instinctively repeat each other's gestures. When confrontation manifests itself, a person’s hands during communication may clench into fists or lie on their sides, legs and shoulders straighten forward in a sitting position.
Based on the behavior of the body during a conversation, there are:
- Open pose . A person who wants to communicate is in a good mood, his behavior is easy, casual, relaxed. It is very pleasant to talk with such people. An open pose is characterized by turning the body towards the interlocutor, open palms, free position of the arms and legs, and looking at the interlocutor.
- Closed pose . Most often it is a defensive reaction of the body to an unpleasant conversation, reluctance to continue the conversation and personal hostility towards the opponent. Crossing your arms and legs, a posture where your body is half turned away from your interlocutor, and a reluctance to make eye contact are all clear signs of a lack of interest in the conversation.
People love sincere and interesting conversations, so the general rule for everyone is to squeeze your shoulder blades together, straighten your shoulders, take a deep breath and smile sincerely. This pose will not only give you self-confidence, but will also create the image of an attentive, easy-going and open interlocutor.
Silence is golden
Finding a pleasant and interesting interlocutor who knows how to listen is often problematic. Everyone loves it when people listen to them, and not the other way around. But with some effort, anyone can learn to be an attentive and empathetic listener.
To achieve this, you need to take a closer look at what your counterpart says and in what tone, the color of his eyes, what emotions and gestures he shows during the conversation. Do not interrupt a person if he expresses his opinion slowly; not everyone can clearly formulate their thoughts in 5 minutes. Sometimes it is more important not to prove that you are right just like that, but to listen to your interlocutor; perhaps you and he will have a lot in common in views and concepts. But if you interrupt a person, you are unlikely to know about it.
How to speak out?
After your interlocutor has spoken and it is time to speak, watch the tone of your voice. There is no need to rush, swallow endings, not finish phrases, take too long pauses between words and sentences, otherwise the person simply will not understand what you wanted to say, or will perceive the information incorrectly.
Even during a telephone conversation, it's worth paying attention to your speech if you want to make a positive first impression. Talking on the phone while lying down or sitting will most likely come out sluggish. To make your voice sound more energetic and louder, you should talk in a standing position, or walk around the room with your mobile phone. Speak evenly, clearly, confidently, and do not forget that the right joke on the topic will enliven the conversation.
If the interlocutor’s reaction to the conversation is positive, he maintains the conversation, he is interested in your opinion on this or that issue and is impressed by your sense of humor, then you did everything right.
Don't be afraid of your interlocutor
Many people prefer a telephone conversation to a live conversation. Many of those who clearly and vividly express their thoughts on the phone or on the Internet, during live communication, turn out to be boring, afraid of eye contact and mumbling something unintelligible under their breath.
Indeed, many are shy about face-to-face contact, because it is necessary not only to be close to a person, but also to have a lively conversation, listen and be heard.
Firstly, fight fears with their own weapons; it is not necessary to sit at a distance of 10 cm from your interlocutor. Each person has their own comfort zone; it is necessary to choose the optimal distance that will be as comfortable as possible for both people.
Secondly, look the person in the eyes when he is conducting a monologue. This way you show your interest in the conversation and show attentiveness. To get rid of the fear of prolonged eye contact, you can try standing in public transport facing other people, or sitting in the front at work meetings. If possible, try not to fade into the background in places where there are crowds of people.
Develop yourself
It is common knowledge that practice is nothing without theory. Nowadays, there is a lot of scientific literature on public speaking, body language, rules of behavior in society, psychology, etc. It is very convenient to search for the necessary information via the Internet, but it is better to visit a library or a hobby club where it is easy to find like-minded people.
It is known that you can make a first impression only once in your life, which is why it is so important to use this only chance correctly and establish yourself on the positive side. After all, in the future, perhaps, with this person, you will begin a strong love, friendship or business relationship.
Author: Irina Rezanenko
Tags: acquaintance, pose, good impression
Telephone conversations example. Examples of dialogue
The examples of telephone conversations below will help you understand the essence of business communication. Dialogues clearly show how to talk to a client or business partner on the phone to avoid misunderstandings.
Example of telephone dialogue No. 1.
- Hotel administrator - Good morning! Hotel “Progress”, reservations department, Olga, I’m listening to you.
- Guest - Hello! This is Maria Ivanova, representative. I would like to make changes to my reservation.
- A – Yes, of course. What would you like to change?
- D – Is it possible to change the check-in and check-out dates?
- A – Yes, of course.
- D – The period of stay will not be from September 1 to 7, but from September 3 to 10.
- A – Okay, the reservation has been changed. We are waiting for you at our hotel on September 3.
- Secretary - Hello. .
- Partner - Good afternoon. This is Elena Petrova, a representative of the creative team “Flight of Fantasy”. Can I speak to your director?
- S - Unfortunately, he is not in the office right now - he is at a meeting. May I help you? Should I give him something?
- P - Yes, please tell me when he will be there?
- S - He will return only at three o'clock in the afternoon.
Example of telephone dialogue No. 2.
Ethics not only controls the business relationships of business partners and establishes connections with competitors, but is also a means of properly organizing a telephone conversation. Compliance with the rules of business communication over the phone, which involves thorough study of each point, ensures effective results and long-term partnerships.
Dialogue of business negotiations over the phone example. Business communication by phone
Solving all kinds of problems and problematic issues of a production nature, establishing business contacts, concluding deals, discussing contracts or company conditions is called business communication.
Business communications, in principle, are specific in themselves, therefore business communication interaction over the phone is a very complex and multifaceted action, on which the image and reputation of the entire company often depends.
Therefore, you need to prepare for business communication over the phone.
When communicating over the phone with potential clients, it is necessary to clearly understand and take into account the desires and goals of the company pursued by the person. If the need to conduct a telephone business conversation is known in advance, then it is necessary to sketch out a small plan for the conversation, think through all possible variations in its flow and ways to solve hypothetical problems.
In accordance with business telephone etiquette, the time of the conversation should be suitable not only for the company representative, but first of all, directly for the client. Situations in which the interlocutor should distract from more important actions should not be allowed.
The wrong choice of time for business communication over the phone can become a significant obstacle to establishing the necessary contact.
The culture of business communication over the phone does not involve combining direct communication with other activities. Therefore, if there is a business conversation ahead, it is necessary to postpone all other matters. Excessively long conversations are considered unacceptable.
Business communication over the phone should not last more than five minutes. In addition, during a conversation on the phone, you should forget about facial expressions and gestures. They are no help here.
The peculiarities of communicating by phone are to follow a number of rules presented below. Telephone business communication in most cases requires careful preparation in advance.
Before taking up the interlocutor’s time, it is necessary to clearly understand the purpose of the conversation, determine its key directions and think through the content.
Psychologists have long established the fact that for human beings there is nothing more pleasant than the sound of their own name. Therefore, during a telephone conversation, you should always know the names of your communication partner or, at the beginning of the conversation, ask how best to contact him.
In addition, you must remember all dates, product costs, conditions, discounts, promotions and other production-related information. As already written above, business communication should not take more than five minutes, but preferably four.
In addition, during the conversation you should replace the neutral greeting with a more informative one. For example, you can start a dialogue by introducing the company and yourself personally. Business communication over the phone should be conducted smoothly, avoiding raising your voice or emotional outbursts. You cannot interrupt the speaker.
You should also practice active listening so that the other person knows that you are listening intently.
It is recommended to study and use methods of dealing with objections in a conversation if there is a possibility of disagreements arising during communications.
In a telephone conversation, almost half of the information is conveyed through timbre, intonation, tone of voice, and pauses used.
After completing the conversation, it is necessary to analyze its style and content. It is necessary to determine whether mistakes were made in the conversation, to understand the impressions left after the conversation.
Telephone etiquette helps save time, improve the quality of conversations and reduce the percentage of unsuccessful negotiations with clients.
