[电话接听培训1.ppt

* 电 话 接 听 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 目 录 电话接听技巧 电话接听六步曲 电话接听 来访客户的接待 情景演练 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧一： 及时接听电话，勿让铃声超过三次 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧二： 拿起电话先自报家门 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧三： 运用声音魔力，通过电话传递快乐 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧四： 注重电话礼节，维护你及你所 代表的公司形象 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧五： 统一口径，巧妙回答问题 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧六： 设法取得你想要的信息，利用好表格 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 电话接听技巧 技巧七： 约请客户会面，有礼貌地结束通话。 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 令人产生好感的做法 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. Why When Who What Where 确定电话目标 打好腹稿，表达准确、简明扼要 5W1H 原则 最适宜的电话往来时间： 上午10：00-11：30 下午14：00-16：00 确定对象 发现客户、抓住客户 方便接听吗? 叙述的内容准确、明朗 How 放下自己 不要娇柔造作，自然最好 专心应答，不要词不答意 长话短说，占线时间不要过长 不要玩猜谜游戏 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 信息清楚 不要因人而改变语气 多用尊敬礼貌用语 语速均匀，抑扬顿挫 只能让来电者稍候七秒 讲私下的话时要按保留键 电话礼节一 Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile . Copyright 2004-2011 Aspose Pty Ltd. 频频应对，注意礼节 不要大声回答问题