【正文】 執(zhí)。 1 既然對方看不到，那么應(yīng)答電話時微笑服務(wù)也沒必要。 There is no point in smiling when answering the telephone as the person at the other end can’ t see the smile. ○ 是 ○ 否 2 既然對方不知在和誰交談，那么告訴對方我的工作 身份也沒有必要 There is no need to announce my department as the caller should ’ t know who they are calling. ○ 是 ○ 否 3 來電者并不關(guān)心他在和誰交談，因此也不必自我介紹 A caller doesn’ t care who they are talking to therefore is no need to introduce yourself ○ 是 ○ 否 15 電話禮儀調(diào)查問卷（是非選擇） 4 讓對方在線等待一兩分鐘沒有大礙。我們永遠不可能從與顧客的爭執(zhí)中獲取利益。 Put the speaker at ease. 表示你樂意聆聽的態(tài)度。 Listen to the arguments and criticism. 如果對談話內(nèi)容感到不確定，可以通過提問加以明確 Clarify (ask questions) if uncertain. 評估傳達的內(nèi)容，而非方式。 UNstated needs are not so easy to recognize and require the skill of anticipating needs based on the information that has been provided to you. 不定需求例如： An example of an UNSTATED need might be: “如果我們清晨就出發(fā)那么到機場需要多長時間？” “ How long does it take to get to the airport if we leave early in the morning?” 35 顯著的需求 UNCOVERING NEEDS 特定需求是： 需要多少時間 The stated need is: how much time is needed. 不定需求是 ：需要你的估計 The UNstated needs, which you might then anticipate, are: 叫早電話 an early morning call 豪華轎車預(yù)定 a limousine booking 客房的早點預(yù)定 an early breakfast order for room service 你可能會根據(jù)適當(dāng)?shù)男畔?，來提供這些服務(wù) And you might offer these services, giving appropriate information on each. 記住 Remember also: 最后的兩個預(yù)期的需求是能夠帶來收入的 The last 2 anticipated needs are revenue generating. 36 傳送信息 GIVING INFORMATION 基本規(guī)則 THE BASIC RULES： 傳送信息的關(guān)鍵字眼： Key words in giving information: 什么，為什么 the …WHAT and the … WHY 我們傳送信息，當(dāng)有人詢問或我們推測有人需要幫助 We give INFORMATION WHEN someone asks for it or when anticipate that someone needs it. 我們傳送信息通過 … 解釋我們?yōu)楹芜@樣說 We give INFORMATION HOW…Explaining WHY we are saying（ ie, why it is of use to the listener) 37 傳送信息 GIVING INFORMATION 例如 An example might be： “最好在午后使用健身房，那時候不會太擁擠。 It carries a sense of friendliness. 自然 反映出談話者的性格是一種誠實的聲音 Natural: It reflects the personality of the speaker. It has an honest sound. 活力 : 有力、有生機，但然這并不是意味著要提高音量 Vital: It has life, force and strength, even though it may not be a “ BIG” voice. 42 良好聲音的基礎(chǔ) “ ESSENTIALS ” OF A GOOD SPEAKING VOICE 深呼吸 Deep Breathing 放松喉部肌肉 Relaxed throat muscles 正確的發(fā)音 Correct tone placing 細心闡明 Careful enunciation 真誠的感知 Sincere feeling 43 其他人的觀點： OTHER PEOPLE’ S VIEWS 一個經(jīng)驗豐富的語音教師是一筆無價的財富。一個人50歲后仍可以改進他的音色，因此幾乎沒有年輕人需要為自己的糟糕的音色擔(dān)憂。 Take care to speak slowly and articulate clearly. 慢慢說，不要趕。 Let’ s not talk with a “ scowling” face or with a “ scold in our voice” . 48 讓聽話的人喜歡并信任你 MAKE LISTENERS LIKE TRUST YOU 表現(xiàn)出熱情和快樂。 Let’ s ENJOY our telephone munications. 49 展現(xiàn)有魅力的人格 DEVELOPING A MAGNETIC PERSONALITY 1 設(shè)法獲得他人的理解 Attract favorable consideration from people. 2 始終保持自然和真誠 Be natural and sincere at all times. 3 樂觀向上 Be optimistic in your thinking. 4 保持良好的儀表 Always present a pleasing appearance. 5 養(yǎng)成良好的習(xí)慣 Cultivate a pleasant and agreeable manner. 50 展現(xiàn)有魅力的人格 DEVELOPING A MAGNETIC PERSONALITY 6 得體的談話技巧需要練習(xí) Practice the art of tactful persuasion. 7 人格的魅力需要在實踐中加以培養(yǎng) The power of personality develops with usage. 注意 REMEMBER： 培養(yǎng)良好人格魅力的同時請注意保持，因為它將成為你一筆寶貴的財富。 Offer to be of service when people are unavailable. 快速準(zhǔn)確地記錄留言，并進行傳達 Take messages accurately and deliver them promptly. 如果你需要轉(zhuǎn)接電話，那么也要告訴對方你在做什么。 IT IS IMPROTANT TO PLAN BEFORE WE PLACE A CALL. 計劃一下你的談話，組織信息和語言和可能的作答 Plan your conversation. Organize the information you want to municate and the questions you need answers for. 明確你打電話的目的 Clearly state your reason for calling 準(zhǔn)備好一切作答時可能需要的信息 Have all the necessary information close at hand in case questions arise during the conversation. 勾勒出你與對方交談中信息的主題及重點。如果對方是位重要的客戶，方便時可撥打回復(fù)電話。 On international calls, time is money and our ability to handle them quickly and professionally will leave a lasting and positive impression on the caller. 當(dāng)有人撥打長途電話，這就意味著商機。 When transferring a call, check within 7 rings that the call has been picked up. 54 提供幫助 OFFERING HELP 誠懇負(fù)責(zé)的態(tài)度能夠使來電者對你的服務(wù)及酒店增加信任感。 EVERYONE WHO ANSWERS THE TELEPHONE REFLECTS THE IMAGE OF OUR HOTEL AND IN TURN, PLAYS A KEY ROLE IN HELPING OUR HOTEL ACHIEVE ITS BUSINESS POTENTIAL 聲音 Voice 微笑應(yīng)答 Put a SMILE in your voice 確保音量的適中 Make sure it’ s not too loud 發(fā)音清晰 Your voice should be CLEAR 表現(xiàn)熱情 Your voice should be ENTHUSIASTIC 語速適中 Don’ t speak too fast 及時應(yīng)答，鈴響兩次或三次為佳 Answer promptly. SECOND or THIRD ring is acceptable. 52 基本的處理技巧 BASIC HANDLING SKILLS 早上 /下午好，這是 **公司，我是 *** “ Good morning/afternoon (pany’ s name), this is (your name).” 查處來電者的姓名，并在談話中稱呼 Find out the caller’ s name and use it. 對來電者的談話內(nèi)容要保持注意。 Let’ s talk with empathy for our listeners. 歡迎批評，而不要抵觸。 Let’ s give our listeners sincere appreciation. 盡量記住對方的姓名，給予足夠的重視 Whenever possible, let’ s mention the names… Recognition – Recognition – Recognition! 盡量表現(xiàn)得謙恭，而不要浮夸自己。 “ a skillful voice teacher is of priceless value. The idea that some of us are born with pleasing voices, such as others can never acquire , is not fully true. Nature gave Caruso a golden sound box, but his golden singing was brought to its perfection by training and practice. In some degree