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3. Which part of a telephone conversation is most important?

Sample answer:
The entire call is important since each part has its own significance; however, the
opening starts it all. If it’s not done properly, the rest of the call may not materialize. A
good opening gives the caller the chance to relay his message effectively and can lead
to him to more customers and successful deals.

1. You are a sales representative in a credit card company. Your shift is not too
conducive to do business with American customers. USA has different time
zones, which greatly affects your calls.

Sample answer:
Good evening, my name is Linda. I’m from JBC credit cards. I’m calling to inform you
of our holiday gifts. You are eligible for the credit shield program for patronizing our
cards. As a sign of goodwill, we will give this protection plan on top of a new credit
card from us. There’s no need for financial documents unlike the first time you’ve ap-
plied for a card. This will be very timely for your holiday shopping. Credit shield will
take care of big purchases. If it’s over your limit, the card reader will ask for your code.
This will allow your purchases to still push through even if you’ve gone beyond your
limit. Would it be fine with you if I sign you up for this fantastic privilege?

2. You are the case manager of a certain product line. A customer called for
a technical support of his product. He was given the service as expected.
Upon audit of the credit card transactions, your company had found out
that this customer’s card was denied. As a case manager, you need to do a
call back and open the call properly to avoid irate customers.

Sample answer:
Good morning, this is May of XYC computers. I’m looking for Mr. Brown. How are you
doing? I’m happy that you have taken advantage of our technical support service.
Our records show that you called us last September 1st; however, unfortunately there
was a system interruption at that time. This resulted to denial of your credit card trans-
action with us. There was no charge on your card for our service yet. I’m hoping that
we can settle this today. Would that be fine with you?

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