The final step in the pre-call planning is to prepare statements to confirm and thank. Repeat key information received and next steps to be taken. Make a simple, but genuine, expression of appreciation. Practical Considerations Preparation. The prepared statement or question can sound genuine and spontaneous even if you read it word for word.
Spontaneity comes by listening carefully to pick up sounds and words of agreement or disagreement.
Skill in using the telephone demands the proper use of tone and inflection. I never said the boss was a grouch. I never said the boss was a grouch. I never said the boss was a grouch. I never said the boss was a grouch.