This is an automatically translated description
The ability to communicate on the phone is perhaps our most important weapon and tool. The author of the book, a well-known business coach and motivational speaker Yevgeny Zhigiliy, argues that everyone can master this skill: you need to clearly build a conversation using scripts and algorithms, prepare and train in advance, feel confident, have inner joy and believe in success. All the secrets of successful telephone communication are waiting for you in this book. We are sure that even an experienced specialist will find useful techniques for their arsenal!
- learn that telephone conversations have a number of advantages and will use them;
- learn how to achieve the goal of a call in a few minutes;
- master universal scripts and algorithms;
- learn useful techniques that will come in handy when talking to customers;
- hone your skills during practical training sessions presented in each chapter;
- become a true master of telephone communication!
Quotes:
Feel abundant — need nothing!
"Abundance is an internal state in which you are not afraid that you will be rejected, that you will fail, that you will lose. This is not apathy or indifference, as many people say when they first hear this concept. It is a state where you sincerely want to achieve something, you act, but you don't need anything. Once upon a time, Joe Girard, a successful car salesman, was talking to his client when he had a strange thought: if for some unknown reason this client got up and left without buying anything, he, Joe, would remain the same successful salesman. But his desire to help people buy a car did not disappear. It was just as strong. Joe just felt that, although he wanted to close the deal, he wasn't afraid of losing it."
Speak your scripts with heart!
"Almost all of us have been to the theatre, laughed during a comedy or cried watching a drama on stage. Now think about it: the actors who evoked our emotions - laughter and tears - are the same people. They just learnt the text and spoke it on stage, making appropriate pauses and gestures. Having practised beforehand, they managed to awaken feelings and emotions in us. But there is one nuance: they put their souls into the play. That's why they reached us. So, if actors can learn other people's texts, put their feelings into them and evoke strong emotions in us, why can't we use pre-written and learnt effective scripts when we communicate by phone? Of course, we can!"
I can do it.
I trust myself!"
"Trust yourself! When I first heard these words, I didn't understand what they meant. Don't I trust myself? Trust is the key to confidence. Our attitude to the present and to the future is directly affected by whether we trust ourselves. When we think about the future, most often we think of fears, which give rise to expectations. Fears give rise to fear, and expectations, even if they are positive, never fully come true because we made them up. We get upset, and this goes on and on. Self-confidence is a state of confidence and calmness that can be described as follows: «No matter what happens tomorrow, I can handle it!"
Improvise or prepare?
"Many people justify their unwillingness to prepare questions with love and the ability to improvise. But practice proves that the one who is prepared improvises well, and the best improvisation is the one prepared in advance. For example, a professional trainer always has a detailed training scenario with possible difficult questions from the audience, even with anecdotes written down, like in a play! And he allows himself to improvise only when he knows his text by heart as a stable skill!"
Take the initiative!
"The person who calls us is certainly interested in solving their issue, but they do not prepare for the conversation in advance and often do not know the intricacies of our business. If you give them the initiative, the risk of the conversation being drawn out is maximised. Helping the client is our task, and therefore, the initiative should belong to us! The interception rule helps to manage the conversation and achieve results in the shortest possible time."
