Page 6 - Business-6
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Unit 2




               Can you give me some key factors in opening a call.



               Dianne:  Hi Julianne! Did you have a busy weekend?
               Julianne: Yes, it was. My supervisor enrolled me in an online course about opening a call.
               Dianne: Perfect!  That’s what I need.  I’ve been tussling with my performance at work.
               Julianne:  Are you referring to your call handling?
               Dianne:  Exactly, with this course, I can open a call properly and get the customers’ trust.
               Julianne: I have time to go over my notes if you want.
               Dianne: Yes please! Thanks very much!
               Julianne: Opening a call is crucial because it would determine how the rest of the call would go.
               Dianne: That’s right. What can I do to make a good opening?
               Julianne: You should get the caller’s interest within the first minute of the call.
               Dianne: Should I sound interesting?
               Julianne: That’s correct. You shouldn’t also ramble because your customer’s time is precious.
               Dianne:  I understand.  Avoid being too wordy upon the onset of the call.
               Julianne:  Remember that at the beginning of the call, customers may have varying attitude.
               Dianne: Yeah, I know.
               Julianne: They may be indifferent, suspicious and irritable, helpful or interested.
               Dianne:  That’s absolutely true! I have to be prepared.
               Julianne: That’s right! Most of all, you have to show the customer that you are dependable.
               Dianne: I get it now. Thanks very much!








               1.  What should you do to achieve a good opening of the call?

                  Sample answer:
                  I should be composed and attentive; I must be amicable but professional. Even if the
                  conversation is not face-to-face, smiling will help me sound sincere.  Proper introduc-
                  tion and stating your purpose concisely would make the call efficient and economi-
                  cal.


               2.  Will you give time to a sales call if the caller rambled on during the opening
                  of the call?


                  Sample answer:
                  No, I will not; I may not even trust the caller.  His long-winded opening may mean
                  either he’s not familiar with his product or he has other intentions.  Naturally, a trust-
                  worthy and professional salesperson should have clear thought and words.

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