1. basic telephone skills training

2. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training II Audio scenario plays Only title and background shows Bullets show at “~” marks IN SCRIPT Last animation is to add click to start button. Link click to start to #III Graphics designed by Jamie in Illustrator 2 courseintroduction Basic Etiquette ListeningClosing

3. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training Project Name: courseobjectives basic telephone etiquette skills effective listening skills steps to effectively close a call III Only Introduction (title) shows Bullets show at “~” marks IN SCRIPT All graphics designed by JW 3

4. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training A1 4 4 Project Name: telephoneetiquette Speak clearly Identify the company Identify yourself Be professional Only title and background shows Bullets show at “~” marks IN SCRIPT All graphics designed by JW

5. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training speakclearly A2 audio Scenerio plays Whole screen shows Link button to audio Advance page after last audio 5

6. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training (title) and photo shows Bullets show at “~” marks 1)Do AND Don’t, and first bullet from Do 2)2 nd bullet from Do and Don’t 3)3 rd Do bullet and 2 nd and 3 rd don’t bullets 4)4 th Do bullet and thought bubble speakclearly DO: Be prepared to speak Enunciate clearly Control your speed Keep your volume moderate DON’T: o Mumble o Talk too fast o Talk too soft A3a 6

7. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training Pic frame and thought bubble animate in speakclearly DO: Be prepared to speak Enunciate clearly Control your speed Keep your volume moderate DON’T: o Mumble o Talk too fast o Talk too soft Good … Ann at Springs Window Fashions seems easy to understand A3b (Business Man, 2 ):Image: Andy Newson / FreeDigitalPhotos.net FreeDigitalPhotos.net 7

8. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training identifyyourself Did I dial the right number? Who am I talking to? A4a Shows everything EXCEPT thought bubble Animate though bubble with last sentence Image: Ambro / FreeDigitalPhotos.net 8

9. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training identifyyourself Did I dial the right number? Who am I talking to? Greet customers Properly identify the company Properly identify yourself Ask how you can help A4b Add bullets using ~ prompt in script 9

10. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training prepare & practice your greeting Springs Window Fashions. This is Ted. Springs. This is Cheryl. How can I help you? Hello, Springs Window Fashions. This is Alice. How can I help you? A5 Link first check box to A6B1 Link 2 nd check box to ASB2 Link 3 rd check box to A6A1 10

11. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training That’s right! Greet the customer Properly identify the company Properly identify yourself Ask how you can help A5A1 All shows 11

12. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training notquite Greet the customer Properly identify the company Properly identify yourself Ask how you can help A5B1 All shows 12

13. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training notquite Greet the customer Properly identify the company Properly identify yourself Ask how you can help A5B2 All shows 13

14. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training A6 Shows background and title Add smile with first ~ Add be positve and polite with 2 nd ~ And top 2 bubbles with 3 rd ~ Add bottom 2 bubbles with 4 th ~ 5 th ~ add “keep customer informed” Graphics by JW 14 professionalbehavior Smile Be positive and polite Keep customer informed May I have your name, please? May I have your account number, please? Who is this? Your account number?

15. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training B1 15 listeningskills Basic Etiquette ListeningClosing

16. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training test your skills Yes, it is frustrating when the order is missing parts. Yes, our products can withstand moisture. Can I ask where you are interested in installing these blinds? So the shade is not the color you ordered? B2 10

17. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training listeningskills Yes, it is frustrating when the order is missing parts. Yes, our products can withstand moisture. Can I ask where you are interested in installing these blinds? So the shade is not the color you ordered? B3 Show all except 3 orange phrases. These will appear at ~ indicators in script 10 Empathize Ask Questions Repeat

18. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training B4 Shows background and title Each box with text inside added at ~ in script 18 Project Name: activelylisten Ignore distractions Focus on message Don’t interrupt Empathize

19. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training get the facts B5 audio Scenerio plays Whole screen shows Link button to audio Advance page after last audio Image: Arvind Balaraman / FreeDigitalPhotos.net 19

20. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training analyzeinformation B5A1 Image: Arvind Balaraman / FreeDigitalPhotos.net 20  Name  PO number  Where calling from

21. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training analyzeinformation B5A2 Image: Arvind Balaraman / FreeDigitalPhotos.net 21 Hi this is Sam calling from Big Box Store 987. I am calling to check on an order for a customer. The PO is 987654 Name PO number Where calling from

22. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training gatheringinformation.Make notes of: Information needed Key points Questions to ask Summarize & Repeat B6 Image: photostock / FreeDigitalPhotos.net 22

23. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training askquestions Will my blind hold up to moisture? B7 Image: Andy Newson / FreeDigitalPhotos.net 23  Our products can withstand wetness.  Where are you interested in installing these blinds?  Do you leave your windows open?

24. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training askquestions Will my blind hold up to moisture? B8 Image: Andy Newson / FreeDigitalPhotos.net 24  Our products can withstand wetness. Where are you interested in installing these blinds?  Do you leave your windows open?

25. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training scriptit Prepare a script B9 Background and title. First ~ in script bring in “prepare a script” 2nd ~ marker brings in three options from which to choose. 1 st checkbox links to B9A2 2 nd checkbox links to B9A3 Last checkbox links to B9A1 25  I’m so sorry.  Pack it up and send it back.  Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

26. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training That’sit Prepare a script B9A1 26  I’m so sorry.  Pack it up and send it back. Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

27. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training almost… Prepare a script B9A2 27  I’m so sorry.  Pack it up and send it back. Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

28. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training almost… Prepare a script B9A3 28  I’m so sorry.  Pack it up and send it back. Yes. It is very frustrating to be missing parts. I’m sorry your order is incomplete. Let’s fix this right away.

29. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training C1 29 closingcalls Basic Etiquette ListeningClosing

30. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training closingsteps Making sure the customer is satisfied with the resolution you have reached for his problem Make sure all of the customer’s questions have been answered Verbally review the steps Springs Window Fashions will be taking to resolve the customer’s questions or issue Ending the call and answering the next C2 If all are checked 30

31. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training C3 Shows background and title Each box with text inside added at ~ in script 31 Project Name: callclosing Customer is satisfied Identify follow-up steps Questions answered? Farewell

32. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training confirmunderstanding Confirming the customer’s understanding and satisfaction ensures that:  The customer will call again  You have met the customer’s needs C4 Check box 1 goto B3B Check box 2 goto B3A Image: photostock / FreeDigitalPhotos.net 32

33. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training confirmsatisfaction.Is the customer satisfied with the outcome? Review the action taken Does the customer understand the resolution or answer you provided? Ok Mr. Wells, we have placed an order for the 32” replacement blind to be shipped at 500 Market St. C4A Image: photostock / FreeDigitalPhotos.net 33

34. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training confirmsatisfaction Review the action taken. Is the customer satisfied with the outcome? Does the customer understand the resolution or answer you provided? Ok Mr. Wells, we have placed an order for the 32” replacement blind to be shipped at 500 Market St. C4B Image: photostock / FreeDigitalPhotos.net 34

35. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training follow-upsteps Explain exactly what the next steps are for them and/or our company CLEAR C5 35 Ensure you have and give the correct information CORRECT Product, size, style, color … Dates, costs, addresses COMPLETE

36. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training otherquestions  It gives the customer a chance to ask another question  Customers expect this question  It gives you a chance to finish entering the information Is there anything else I can help you with? C6 Image: Ambro / FreeDigitalPhotos.net 36

37. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training That’s right! Is there anything else I can help you with today? C6A 37 Yes, can you also tell me what telephone number you have listed for my account?

38. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training Oops ! Is there anything else I can help you with today? C6B 38 Yes, can you also tell me what telephone number you have listed for my account?

39. Project Name:Current Screen ID: PPT SLIDE # Training Storyboard Programming Notes: Asset List: Springs Window Fashions Telephone Etiquette Training II Audio scenario plays Only title and background shows Bullets show at “~” marks IN SCRIPT Last animation is to add click to start button. Link click to start to #III Graphics designed by Jamie in Illustrator 2 coursesummary Basic Etiquette ListeningClosing