TELEPHONING IN BUSINESS

Lecturer : ANDRI ZAINAL, SE., MSi., Ph.D., Ak., CA &

CHOMS GARY GT SIBARANI, S.Pd., S.E., M.Si., Ak., CA.

By Group 3

Member of Group :

Dewi Ratna Sari (7183142002)

Dinda Fanny Agustina (7183342023)

Irvan Daniel Susanto Panjaitan (7183142029)

Khofifa Rahmi Nasution (7183342024)

ACCOUNTING EDUCATION C

FACULTY OF ECONOMICS

STATE UNIVERSITY OF MEDAN

2020
 PREFACE

Praise and thank you, the author speaks for the presence of god almighty
where is blessing, especially as a writer, can accomplish this task. The author also
expresss his deepest gratitude to all sources who help, especially to Mr. Andri Zainal
SE., MSi., Ph.D., Ak., CA and Mr. Choms Gary GT Sibarani S.Pd., S.E., M.Si., Ak.,
CA as lectures so that paper can be completed properly and on time

This paper explain about “Telephoning in business”, which will be discussion

in hot topics in business.

The author realizes that this critical is still lacking and needs improvement. So
that is excepted that there will be criticsm and suggestion from reader. So that paper
will be even better. Last writer would like to say thank you

Medan, march 3 2020

Author

Grup 3

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 TABLE OF CONTENTS

PREFACE.................................................................................................................................................i
TABLE OF CONTENTS.............................................................................................................................ii
CHAPTER I..............................................................................................................................................1
PLEMINARY............................................................................................................................................1
A. BACKGROUND............................................................................................................................1
B. FORMULATION OF PROBLEM....................................................................................................1
3. How to Answer the Phone Tips.................................................................................................1
C. PURPOSE....................................................................................................................................1
CHAPTER II.............................................................................................................................................2
DISCUSSION...........................................................................................................................................2
A. Certain Patterns For Telephoning In Business............................................................................2
B. Steps of Making a Business Telephone Call...............................................................................2
a. Prepare......................................................................................................................................2
b. Identify Yourself.........................................................................................................................3
c. Identify Purpose.........................................................................................................................3
d. Take Time to Listen....................................................................................................................3
e. Review Call.................................................................................................................................3
C. How to Answer the Phone Tips..................................................................................................3
D. How taking and leave messages................................................................................................5
Example Business Telephone Conversation: Role-Play....................................................................6
CHAPTER III............................................................................................................................................8
CLOSING................................................................................................................................................8
A. RESUME.....................................................................................................................................8
B. SUGGEST....................................................................................................................................8

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 CHAPTER I
PLEMINARY

A. BACKGROUND

Person-to-person telephone calls do not command the primary communication

role they once had back before the information age blossomed. Businesses have
numerous other options for communicating now, such as email, texting and social media.
Telephone communication may be slower than its new-media counterparts, but it still has
benefits in an increasingly impersonal world. The telephone call, which connects a caller
with a human voice, creates a connection that other media may lack and is still an
important business component.

Short of talking with someone face-to-face, a phone call is the best way to get a
personal response. If the person you called is available, you can take care of business on
the spot. With other forms of communication, such as texting or email, you leave a
message and hope for a quick response. Phone calls have a vocal backup in the form of
voice mail. The caller can leave a detailed voice message, without the restriction of a
certain number of characters or typing a text message on a tiny cell-phone keypad.

B. FORMULATION OF PROBLEM

1. Certain patterns for telephoning in business

2. Steps of Making a Business Telephone Call
3. How to Answer the Phone Tips
4. How taking and leave messages

C. PURPOSE

1. To understanding abou telephoning in business

2. To understanding about how to making business telephone call
3. To know about how ro answer and taking or leaving message

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 CHAPTER II
DISCUSSION

A. Certain Patterns For Telephoning In Business

Telephoning is an important part of doing business in English. Telephone

conversations, especially business telephone conversations, follow certain patterns:

1. Someone answers the phone and asks if they can help.

2. The caller makes a request either to be connected to someone or for information.
3. The caller is connected, given information or told that they are not in the office at the
moment.
4. If the person who is requested is not in the office, the caller is asked to leave a
message.
5. The caller leaves a message or asks other questions.
6. The phone call finishes.

B. Steps of Making a Business Telephone Call

a. Prepare

Take a moment to prepare before you pick up the phone. Write down the key points you
need to cover during the conversation, as well as any questions you need to ask. This will
also serve as an outline to help guide you through the call while maintaining control of the
conversation. If possible, be close to a computer with Internet connection so that you can
access your company's website or locate information quickly.

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 b. Identify Yourself

Always identify yourself to the party that answers the phone. To sound as professional as
possible, give your first and last name as well as your title if applicable. If your call will be
lengthy and you sense that the person you're calling is pressed for time or otherwise
distracted, try to set a better time when you can call back.

c. Identify Purpose

You can exchange pleasantries, such as a brief "How are you today?," but don't get
involved in an extended conversation about sports or the weather, as this can serve as a
distraction from the purpose of your call. State the purpose politely and directly, such as, "I
received your email this morning and I'm calling to follow up."

d. Take Time to Listen

While you may be intent on achieving the purpose of your call, be sure that you engage in
a two-sided conversation. Give the other party time to respond to your points and ask any
questions they may have. Be careful not to interrupt unless you discover that the other party
is drifting from the topic at hand. If this occurs, interrupt politely by saying, "I'm sorry to
interrupt, but another question just popped into my mind and I want to ask it before I forget."

e. Review Call

Before hanging up, review what was accomplished during the call with the other party
and be sure you both agree on what should happen next. If additional communication is
required, set up a specific day and time for a follow-up phone call or other method of
communication such as email. Always part on a pleasant note, even if the end result of the
call is that a business relationship won't occur or continue at present. You may want to revisit
the relationship at some point in the future.

C. How to Answer the Phone Tips

1. Answer all incoming phone calls before the third ring.

2. When you answer the phone, be warm, enthusiastic, and professional. Your voice on
the phone is sometimes the only impression of your company a caller will get.
3. When answering the phone, welcome callers courteously and identify yourself and
your organization immediately. Say, for instance, "Good morning. Cypress

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 Technologies. Susan speaking. How may I help you?" Don't just say "Hello". No one
should ever have to ask if they've reached such and such a business.
4. Enunciate clearly, keep your voice volume moderate, and speak slowly and clearly
when answering the phone so your caller can understand you easily.
5. Control your language when answering the phone. Don't use slang or buzzwords.
Instead of saying, "OK", or "No problem", for instance, say "Certainly", "Very well",
or "All right". If you're a person who uses fillers when you speak, such as "uh huh",
"um", or phrases such as "like" or "you know", train yourself carefully not to use
these when you speak on the phone. (Learn more about the speech problem of using
fillers and how to solve the problem.)
6. Train your voice and vocabulary to be positive when phone answering, even on a
"down" day. A positive vocabulary is one that focuses on helping the customer. For
example, rather than saying, "I don't know", say, "Let me find out about that for you."

D. How taking and leave messages

People are busy. When you telephone people, they often aren’t there to take your call, so
you need to leave a message. And almost everyone has to answer the telephone and take a
message sometimes. Doing so professionally leaves a good impression on your customers,
colleagues and boss.

You’ve probably experienced this situation before: someone calls your office and wants
to talk to someone who isn’t there. So what do you do? You take a message, of course. But
how do you take a message?

Well, it starts with :

1. asking the caller if they would actually like to leave a message. Then you’ll get some
information, like who the person wants to talk to and what they want to talk about.
Also, don’t forget to get the caller’s number so the person can call them back. And it’s
a good idea to check back with the caller that you’ve got the information correct,
because incorrect messages can cause big problems.

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 But what if you are the caller and you want to leave a message?

2. Well, you can simply ask if you can do just that. And then you’ll give all the
important details, like who you want to talk to, what you want to talk to them about,
and your phone number. It’s these techniques and language for taking and leaving
messages that we’ll learn today.

Example Business Telephone Conversation: Role-Play

Ms. Anderson (sales representative Jewels and Things): ring ring...ring ring...ring ring...
Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. How may I be of
help to you today?

Ms. Anderson: Yes, this is Ms. Janice Anderson calling. May I speak to Mr. Franks, please?

Mr. Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to
take a message?

Ms. Anderson: Uhm...actually, this call is rather urgent. We spoke yesterday about a

delivery problem that Mr. Franks mentioned. Did he leave any information with you?

Mr. Smith: As a matter of fact, he did. He said that a representative from your company
might be calling. He also asked me to ask you a few questions...

Ms. Anderson: Great, I'd love to see this problem resolved as quickly as possible.

Mr. Smith: Well, we still haven't received the shipment of earrings that was supposed to
arrive last Tuesday.

Ms. Anderson: Yes, I'm terribly sorry about that. In the meantime, I've spoken with our
delivery department and they assured me that the earrings will be delivered by tomorrow
morning.

Mr. Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that.

Ms. Anderson: Yes, the shipment was delayed from France. We weren't able to send it along
until this morning.

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Mr. Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week.

Ms. Anderson: Certainly, what is he doing on Thursday afternoon?

Mr. Smith: I'm afraid he's meeting with some clients out of town. How about Thursday
morning?

Ms. Anderson: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing

anything on Friday morning?

Mr. Smith: No, it looks like he's free then.

Ms. Anderson:  Great, should I come by at 9?

Mr. Smith: Well, he usually holds a staff meeting at 9. It only lasts a half-hour or so. How
about 10?

Ms. Anderson: Yes, 10 would be great.

Mr. Smith: OK, I'll schedule that. Ms. Anderson at 10, Friday Morning...Is there anything
else I can help you with?

Ms. Anderson: No, I think that's everything. Thank you for your help...Goodbye.

Mr. Smith: Goodbye.

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 CHAPTER III
CLOSING

A. RESUME

B. SUGGEST