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Telephone training Rate of speech p6

The rate refers to the actual number of words a speaker says in one minute. A normal telephone conversation produces approximately 125 to 150 words per minute. Your self-portrait shouldn’t reflect the image of a speeding train.

The factors that influence the rate of speech on the telephone are many. We must be conscious that our rate may increase when we are running through familiar territory.

The customer needs time to tune in and digest what we say. They will then interpret and decide if they wish to question us. Time is therefore important – too fast may confuse, too slow may irritate.

My actual rate
My target rate
Attempt 1
Attempt 2
Attempt 3

My current rate is too fast/too slow/just right at a rate of ____. My objective is to reach a target rate of ______.

Satisfied customers are those this satisfied needs. Our task is to understand what those needs are. We can do this by listening to them, asking questions and, where appropriate offering solutions.

Of all the many possible causes of failure to communicate, weak questioning and listening skills are frequently the most common. One of the reasons seems to be lack of question structure and direction.

This stage of the communication process is critical to the success of the other stages.

Therefore, time should be spent asking as many questions as necessary in order to obtain a “big picture” of the customer’s needs, before giving any advice. In this way, you can ensure you fully understand the customer’s needs and more importantly, by confirming back to him demonstrate your understanding.

There are four things that we need to do at this stage:

• Evaluate the level of customer experience
• Ask questions that gain information
• Listen actively
• Take control of the conversation

Quickly review your customer’s needs…………….

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