Page 4 - Business-6
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Unit 1



               What it takes to have a good call?




               Macky: Hi, Pink! Are you busy right now?
               Pink: Actually, I’m not. Is there anything I can do for you?
               Macky: Wonderful! I’d like to ask for a favor.
               Pink: Sure, It’s no big deal. How can I help you?
               Macky: Recently, some members of our team have not been making good business calls. I really
                  want to be able to improve on that!
               Pink: It’s actually simple. The combination of knowledge, basic common sense and professional-
                  ism is important.
               Macky: How does it work?
               Pink: First, you should know what you’re talking about.  Of course, our priority should be help-
                  ing the customer.
               Macky: What if I don’t know how to help the customer?
               Pink: You must not come up with excuses. Instead, try to refer the customer to someone who
                  can.
               Macky: What if I made a mistake or wasn’t able to do what the customer asked for?
               Pink: Don’t be ashamed of apologizing if you’re in the wrong.  Customers appreciate account-
                  ability.
               Macky:  I see. It is treating the customer the way I would want to be treated.
               Pink: You got it! The company’s performance is based on customer patronage too.
               Macky: Are all those things needed?
               Pink: Yes, they are. Good accent, grammar and intonation can serve as bonus points.
               Macky: Those communication skills can help us sound more efficient and knowledgeable.
               Pink: That’s right. Always be professional and don’t bring your personal life into the call.
               Macky:  Thanks, Pink.  I now realize the importance of the basics.
               Pink: Yeah, most of us think that it’s hard to make a good business call, but it’s not.








               1.  How important is the ability to make a good business call?


                  Sample answer:
                  Every time a representative answers a call, there is an opportunity to either gain or
                  lose business. A business call can give the customer an impression of the kind of busi-
                  ness or company we are; hence, it is important to make sure that employees are able
                  to make good business calls. Companies should strictly train employees in phone eti-
                  quette.

               2.  What do you usually expect in a business call?



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