Excellent communication skills

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Communication skills during a call are the key to success or failure.

2.1 Rapport Building
Rapport is the foundation of effective communication. Build initial trust within the first few seconds of the call through a friendly tone, clear speech, and an appropriate greeting.

Start with a lighthearted topic, such as a brief shop comment on the weather, the news (if appropriate), or a mention of a recent positive news story about the other party's company. Show respect and interest in the other party, and make the other party feel comfortable and valued. A genuine smile can be conveyed through the tone of your voice, even over the phone.

2.2 Active listening and understanding
Active listening is not just about hearing what the other person says, but also about understanding the meaning, emotions and needs behind it. During a call, you should stay focused and avoid interrupting the other person. When the other person is speaking, you can show that you are listening by saying "um", "yes", "I understand", etc. After the other person finishes speaking, repeat or summarize to confirm that you understand correctly: "You mean... right?" This not only avoids misunderstandings, but also makes the other person feel understood and respected.