Business --- Telephone Etiquette

Reading Comprehension
Business telephone etiquette for success
How to use telephone etiquette to create and enhance business relationships. Turn a communication tool into a career power tool.
Proper Telephone Etiquette is more important than ever in today’s business environment. Much of our business communications takes place on the phone: in the office, at home, in the car, virtually anywhere. In this area, proper phone technique can make or break deals or relationships. The following are some guidelines to help you use the phone as a power tool.
First is the greeting. When answering the phone for business, be sure to identify yourself (and your company, if applicable). If answering someone else’s line, be sure to include their name in your greeting, so that the other party does not think they have reached a wrong number. For example, if answering Jim Smith’s line, Bob Johnson would answer the phone “Jim Smith’s line, Bob Johnson speaking” and then take a message or handle the call, depending on how your office works.
When you are the person making the call, be sure to use proper phone etiquette from the start. You want to be sure to be polite to the “gatekeepers” i.e. Secretaries, receptionists etc. that answer the phone for your business contact, as they are the ones who have the power put you through, (or not) at 4:55 pm on Friday, when their boss is getting ready to leave the office. They may sit outside of the office, but they too have influence and power so a greeting such as “Good morning, this is Penny Jones, I’m returning a call from John Jones, is he available? is a bit of etiquette well spent in the long run. It would also be wise to learn the names of the top assistants, and use their names to make them feel noticed and important. Some business relationships, especially in fields like sales and marketing, start or stall right at the front desk.
When you have reached the party, if your call has been expected, remind them of the prior conversation and appointment. People get busy and can seem surprised until you remind them of where they should remember you from. If your call is not expected, unless it will be a short call, ask the party if they have the time for you. Calling unannounced is much like “dropping in” and you shouldn’t overstay unless invited. If the other person does not have time, briefly state the purpose of your call and ask for an appointment to follow up at a later time.
Have a phone diary. Keep a pencil and pad near the phone and jot notes during phone conversations. This will help you “actively listen” and have a reference for later. Employ active listening noises such as “yes” or “I see” or “great”. This lets the other person know that you care about what they have to say. Recap at the end of the call, using your notes and repeat any resolutions or commitments on either side to be sure you are both “on the same page”.
End the call on a positive note by thanking the other person for their time and express an interest in speaking with them again (if that is true). If not, just let them know you appreciated them speaking with you and end the call. A gracious good bye leaves the door open for further communication and in this day of mergers and acquisitions you never know with whom you will be doing business with in the future, so burning any bridges, or telephone lines, would be unwise. Remember, in this global marketplace, some of the most powerful business relationships have been between people who have never seen each other.