76 Part 1 LIFE: Litle things Consider this Case Critique this Call e following s

Question

76 Part 1 LIFE: Litle things Consider this Case Critique this Call e following situation describes a fairly common both effective and ineffective techniques used by each place business telephone conversation. In the space speaker. Then answer the probe questions at the end of provided at the right, critique what is going on, noting this exercise. My Critique Dallin: Good morning, marketing department Ths & Dalin May I heip you? Kristine:Hi is this marketing? Oh good. I need to find out some information about your future seminar schedule. Let me see now lpausel there are several cities where our people might want to attend (pausel I think I saw a lrst here somewhere.I know Cleveland is one Dallin We do have seminars scheduled for Cleveland, but which programs Kristine: I'm not real sure. My boss just asked me to get a schedule from you DallinYes in fact we have three professional secretaries programs. One is are you interested in? Don't you have a secretary training class? for the new employee and the others for advanced-those with two years experience or more-and one that foouses on advanced office technology Kristine: Oh, good Oh, here it is. I found my list of cities The Cleveland, Buffalo, Denver, and Bilox offices all seem interested. They said they saw a brochure about your company somewhere Dalin: Do you have one of our print brochures or have you seen us online? Kristine: No, I haven't seen either DaWin: Okay Here's what I think we should do. Please go to our Web site and you'll see the list of cities and dates for our seminars, Im showing that we will be in Cleveland, Buffalo, and Denver in the next two months but not Biloxi Perhaps there is a nearby city your Bloxi people could go to. If you prefer I can send you a print brochure with the complete list and you can handle the registration by phone or onine. wil this be Kristine: Great. Sounds perfect. I prefer the print brochure so I can take it to my Dalin:I sure will 'l send several copies via overnight deivery And I know boss. Can you shoot that to me quickly? your people will love the seminars. They're really interesting Now can I get your name and address?1'1l get this information out to you today Probes 4. How well did Dallin handle the call? What, specifi- 1. What was accomplished by Dallin's greeting? 2. What did Kristine fail to do in ber opening cally did he do well? s. What would you do differently if you were Kristine? If you were Dallin? remarks? 3. What information did Kristine need to make this6. Did you notice the ways Dalin reassured the customer? Why is that important? a successful conversation? How well prepared was she? 7. How was the overall efficiency of this call?

Explanation / Answer

1.Dallin said Good morning to greet and further said how shecan help.

2.Kristine fail to Greet in her opening remarks.

3.Kristine wanted to know the training scedule which was provided by Dallin. In fact, Kristine was not well prepared to get the information. She just wanted to know the training schedule for employees as desired by her Boss.

4.Dallin meticulously handled the call and by probing deep, she was able to know what exactly Kristine wants from her. Dallin provided the information pertaining to Secretary's training Schedule 5.If I were Kristine I would have asked my Boss about the exact information to be sought from marketing department and then should have called the marketing department seeking information regarding specific information.

6.Yes, Dallin reassured Kristine. Reassured is important because customer can double sure about the validity of the information.

7.In my view point, the overall efficiency of the call was good.

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