Clear and concise expression
Posted: Thu May 29, 2025 8:17 am
Time is precious during telephone communication. Clear, concise, and logical expression is essential. Avoid using complex terms and jargon, and use easy-to-understand language to explain your ideas. Speak at a moderate speed, pronounce clearly, and pay attention to volume. Avoid including too much information in the same sentence. If there is a lot of content, you can state it in points and pause at appropriate times to give the other party time to digest it. Avoid being vague or lengthy.
2.4 The Art of Asking Questions
High-quality questions can effectively guide the conversation shop and explore customer needs. Differentiate between open-ended questions (such as "What is the biggest challenge you are facing now?") and closed-ended questions (such as "Are you interested in this feature?"). Open-ended questions encourage the other party to provide more information, while closed-ended questions are used to confirm or collect specific information. Avoid asking questions continuously and give the other party time to think and answer. Use probing questions to gain a deeper understanding of pain points, and use guiding questions to lead the conversation in the direction you want.
2.5 Use empathy and emotional intelligence
Empathy means putting yourself in the other person's shoes and understanding their feelings and perspectives. During a call, showing empathy can build a deeper connection. For example, when a customer complains about a problem, you can say, "I understand that this situation is bothering you." Emotional intelligence is about identifying, understanding, and managing your own and other people's emotions. Stay calm and professional, even when faced with negative emotions, avoid being affected by them and try to alleviate them through effective communication.
2.4 The Art of Asking Questions
High-quality questions can effectively guide the conversation shop and explore customer needs. Differentiate between open-ended questions (such as "What is the biggest challenge you are facing now?") and closed-ended questions (such as "Are you interested in this feature?"). Open-ended questions encourage the other party to provide more information, while closed-ended questions are used to confirm or collect specific information. Avoid asking questions continuously and give the other party time to think and answer. Use probing questions to gain a deeper understanding of pain points, and use guiding questions to lead the conversation in the direction you want.
2.5 Use empathy and emotional intelligence
Empathy means putting yourself in the other person's shoes and understanding their feelings and perspectives. During a call, showing empathy can build a deeper connection. For example, when a customer complains about a problem, you can say, "I understand that this situation is bothering you." Emotional intelligence is about identifying, understanding, and managing your own and other people's emotions. Stay calm and professional, even when faced with negative emotions, avoid being affected by them and try to alleviate them through effective communication.