Saint Paul High School HOSPITALITY 303 Sales and Marketing Chapter 5.

Telephone is the important business tool – it is important skill.
1st point of contact a customer has with a company. It can build or destroy a relationship in a
second.
Face to face selling is the most effective way to sell but telephone call can be more effective
in terms of saving money.
May be delegated to several groups of employees.
No matter how calls are delegated in or out, they play an important role in company overall
sales and marketing effects.
Large independent hotels and chain, they use telemarketing, media ad, director mail
surface… Business offer better service and generate market data.
Telephone cannot replace Face to Face communication.
1.) Basics of Telephone communication
Telephone calls are potential sales call – good communication skills!
It is more difficult because during the call we cannot read body language.
Important to have: good voice tone, pronunciation, words of delivery.
Methods to make a good impression after telephone: telephone etiquette, communication
skills and listening skills.
A.) Telephone Etiquette
Friendliness and courtesy are important in interaction + sensibility, empathy, politeness.
Communicate warmth and willingness to deliver good service.
Ask prospect if it is a convenient time to talk. Respect prospect time.
Increase the chance of future successful contact.
Technique: begin with letting the guest know that he is important to the company.
To make good impression: we should make adequate preparation, time, direct contact,
courtesy, respect, timing, avoid calls during late evening or early morning hours.
B.) Telephone communication skills
Tone of voice: reflect sincerity, pleasantness, confidence + interest.
Pitch: low pitch voice.
Inflection: avoid monotone, empathize keywords.
Understandability: Do not go to fast.
Enthusiastic + well modulated voice and it makes successful telephone call.
C.) Listening skills
Another half of successful call is actually the listening of what the client has to say.
A sales person should be aware of some keys for good listening:
- Limit talking: no interrupting or jumping into the middle of sentences.
- Get involved and put yourself into the client place: I know what you feel, I
understand you.
- Ask questions: generate involvement + gather the information: Why is it important
for you.