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25 Cards in this Set
- Front
- Back
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Raising and lowering the pitch of your voice
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Inflection
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The sound of your voice, influenced by five factors: tone, pitch, rate of speech, volume, and emphasis
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Vocal Expression
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Listening that involves responding and encouraging the other person to speak
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Active Listening
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Looking inside yourself, thinking about how you approach your life and work, and asking yourself questions.
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Introspection
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Prepared material, including opening remarks, a description of product or services, a benefit statement, and fact finding questions, used in presenting a product for sale over the phone
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Telephone dialog
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The use of the telephone to generate revenue by making sales, handeling orders, providing customer service, or arranging appointments for selling
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Telemarketing
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To sort out one kind of call from another
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Screening
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To sort out one kind of call from another
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Screening
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Phone with a circular disk with holes in it. Each hold opens on a number from 0 to 9 and a set of three letters. When you dial a number, the disk makes a clicking sound as it moves back to its starting position.
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Rotary
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Response of the person listening, which can include a direct spoken reply, as well as other clues, verbal or visual
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Feedback
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Phone with frequently dialed numbers stored in its memory
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Programmable Phone
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First three digits of a seven-digit phone number.
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Exchange numbers
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One of several phones that can be reached through a single main number by dialing an additional extension number. A single desk phone may control more than one extension, in which case it will have buttons for each number which fash when that number rings
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Extension
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Reception of sounds- the physical act of sound waves entering the ear and brain.
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Hearing
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How something sounds.
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Phonetically
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Switching a call from the central phone to an extension
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Transfer
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Capacity to remember, including things you may not be conscious of having retained.
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Retention
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Interpreting and understanding the sounds that enter your ear
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Listening
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Call that makes it possible for three or more people in different places to take part in the same call. Offices may be equipped with phones that can handel conference calls; otherwise, they can be arranged by an operator. Also known as teleconferencing
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Conference Calls
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An expectation that comes true because you expect it to come true and act in a way to bring it about
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Self-fulfilling prophecy
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Visualization
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?
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Access Code
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Rules that govern how business is conducted in a company, whether for making payments, offering warranties, or answering the telephone
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Company Policy
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?
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Procrastination
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Firm, assertive and friendly. The most positive approach to getting what you need and want, as opposed to being easily put off or overly pushy
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Assertive
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