Most of us use the telephone several times a day to talk with friends or make social arran

Most of us use the telephone several times a day to talk with friends or make social arrangements(安排). These calls are usually quite easy and require little planning.
Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.
If you want to ensure good public relations, you need to master effective telephone techniques.
You should try to give an impression of an efficient, friendly, progressive company eager to give good service.
Before calling
Choose the right time. Consider the cost, urgency and convenience. When calling overseas, you need to consider the time difference.
Check the number. A great deal of money is wasted each year on dialing wrong numbers.
Plan your call. Make a list of points and questions to be raised.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If you have to ask a caller to hold on, keep going back and assuring him/her that you will be as quick as possible.
Avoid interruptions. Call at a time when you are unlikely to be distracted(分心).
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday”?
Put a smile in your voice. Remember, your caller can not see you, so use intonation to good effect and try to sound confident, decisive, helpful, and interested.
Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.
Get feedback. Make sure the caller understands the message correctly, especially deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do it immediately so that you do not forget important points.
【小题1】This passage is mainly about .A．how to become a dependable companyB．how to ensure public relationsC．some service a company should have D．some telephone techniques for business purpose【小题2】Before calling, you have to .A．stay at your company onlyB．learn important data and figures by heartC．get things ready for the communicationD．choose the right time and place【小题3】During the call, it is unsuitable to . A．be heard in low spiritsB．be decisiveC．check your notesD．get feedback【小题4】What does the underlined word “courteous” in the passage mean?A．Polite.B．Active.C．Effective.D．Correct.D

(答案→)D 解析：本文讲述的是使用商业电话的不同的目的和意图，以及在电话之前，之中或者之后所要注意的事项。【小题1】D 主旨大意题。根据文章第二段 Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.可知本文讲述的是使用商业电话的不同的目的和意图，以及在电话之前，之中或者之后所要注意的事项。故D正确。【小题2】C 细节题。根据 Plan your call. Make a list of points and questions to be raised.Be prepared. Gather any files, papers or information that may be needed during the call.可知在打电话之前要把一些重要的信息，记好，以免在交流指出现停顿等。故C正确。【小题3】A 推理题。根据文章倒数第三段Put a smile in your voice. Remember, your caller can not see you, so use intonation to good effect and try to sound confident, decisive, helpful, and interested.可知在电话的过程中要注意自己的情绪，你要让对方感觉你很自信等。故A正确。【小题4】A 推理题。根据本句Be courteous. Finish by thanking the caller for his or her time and trouble.可知通话结束的时候要向地方表示感谢。故该词表示有礼貌的。故A正确。

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