TYBCom Sem 6 Telephonic Conversations Sales and Services

 # Work in pairs to role-play a telephonic dialogue between a customer and a sales executive. The customer is unhappy about the services offered and the sales executive is trying to find a solution to the problem.

# Telephonic Role-Play (Customer Complaint)

Customer: Good morning. I’m calling because my internet has been very slow for the past week.
Sales Executive: Good morning, sir. I’m really sorry for the inconvenience. Thank you for bringing this to our notice.
Customer: It is affecting my work and I’m facing a lot of problems.
Sales Executive: I completely understand your concern, sir. Let me check your connection details right now.
Customer: Please do. I need this fixed as soon as possible.
Sales Executive: I can see there is a technical issue in your area. Our service team is already working on it and it should be resolved within 24 hours.
Customer: Alright. I hope it gets fixed soon.
Sales Executive: Thank you for your patience, sir. We really appreciate it. Please feel free to call us if you need any further assistance.

A good telephonic sales executive should be polite, calm, confident, and customer-focused. Proper greeting, clear speech, empathy, and a positive closing are essential for successful telephonic communication.

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# Telephonic Customer Complaints

Poor Service Quality :  A customer calls to complain that the service quality has reduced in the last one month.

Executive: Good morning, sir. Thank you for calling BrightNet Services. This is Riya speaking. How may I help you?
Customer: I’m not happy with your service. The quality has become very poor this month.
Executive: I’m sorry to hear that, sir. I understand how frustrating that can be. Could you please tell me what problem you are facing?
Customer: The internet is slow almost every day.
Executive: Thank you for sharing this, sir. I have registered your complaint. Our technical team will check it and resolve the issue within 24 hours.
Customer: Okay, I will wait.
Executive: Thank you for your patience, sir. Please feel free to call us if you need any further help.

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Telephonic Sales Call (Outbound)

Selling a Credit Card :Situation: A sales executive calls a customer to promote a new credit card.

Executive: Good evening, Mr Sharma. This is Ankit calling from SecureBank. Is this a good time to talk to you, sir?
Customer: Yes, you can go ahead.
Executive: Thank you, sir. We are offering a new credit card with no annual fee and many exciting benefits.
Customer: What kind of benefits does it have?
Executive: You will get cashback on shopping, discounts on fuel, and easy EMI options on big purchases.
Customer: That sounds useful.
Executive: I’m glad to hear that, sir. May I arrange a callback to explain the application process in detail?
Customer: Yes, that would be fine.
Executive: Thank you, sir. Have a wonderful day.

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Handling an Angry Customer

Billing Dispute : Situation: A customer is angry about an incorrect bill amount.

Executive: Hello sir, How can I help you?

Customer: My bill is wrong again! I am really upset about this.
Executive: I sincerely apologise, sir. I understand your frustration. Let me check your bill details immediately.
Customer: This problem keeps happening again and again.
Executive: I’m very sorry about that, sir. I assure you we will fix this today. A corrected bill will be sent to you within two hours.
Customer: Okay, I’ll wait for it.
Executive: Thank you for your cooperation, sir. We truly value you as our customer.

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Telephonic Support (Inbound Call)

Product Usage Help : Situation:A customer needs help using a newly purchased washing machine.

Executive: Good morning, ma’am. HomeCare Support. This is Rahul speaking. How may I assist you?
Customer: I need your help using the quick wash mode on my washing machine.
Executive: No problem at all, ma’am. I will guide you step by step.
Customer: Thank you.
Executive: Please press the “Mode” button and select “Quick Wash.”
Customer: Yes, it is working now.
Executive: That’s great to hear. Please call us anytime if you need more help.

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A service executive calls a customer to confirm a service appointment.

Executive: Good afternoon, Mr Patel. This is Sneha calling from AutoCare Services.
Customer: Yes, speaking.
Executive: I’m calling to confirm your car service appointment for tomorrow at 10 a.m.
Customer: Yes, that time is fine for me. / Yes, that works for me.
Executive: Thank you, sir. Our technician will arrive on time.
Customer: Alright.
Executive: Have a great day, sir.

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Customer Wants to Cancel a Service (Retention Call)

Executive: Good morning, sir. Thank you for calling FastNet Services. This is Rohit speaking. How may I help you?
Customer: I want to cancel my internet service.
Executive: I’m sorry to hear that, sir. May I know the reason for your decision?
Customer: The internet speed has been very slow.
Executive: I understand your concern and I apologise for the inconvenience.
Customer: I am not satisfied with the service.
Executive: Thank you for sharing this with us, sir. We can upgrade your plan at no extra cost and also fix the speed issue within 24 hours.
Customer: That sounds better.
Executive: We really value you as our customer, sir. Shall I go ahead and arrange the upgrade?
Customer: Yes, please do.
Executive: Thank you, sir. We appreciate your continued trust.

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Telephone Dialogue – New Mobile Data Plan

Executive: Good evening, ma’am. This is Pooja calling from StarMobile Network. How may I help you?
Customer: I would like some information about your new mobile data plan.
Executive: Certainly, ma’am. Our new plan offers high-speed 5G data along with unlimited calls.
Customer: How much does it cost?
Executive: It costs ₹499 per month and includes 2 GB data per day with free roaming.
Customer: Are there any extra benefits?
Executive: Yes, you also get free OTT access and weekend data rollover.
Customer: That sounds good.
Executive: Thank you ma’am.Would you like me to activate this plan for you?
Customer: Yes, please.
Executive: It will be activated shortly. Have a nice day.

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Executive Tries to Retain the Customer Politely

Executive: Good morning, sir. Thank you for calling SpeedNet Services. This is Amit speaking. How may I help you?
Customer: I want to cancel my service.
Executive: I’m sorry to hear that, sir. May I know the reason for your decision?
Customer: I am not happy with the service quality.
Executive: I understand your concern, sir, and I sincerely apologise for the inconvenience.
Customer: I don’t want to continue.
Executive: Sir, we value you as our customer. We can resolve the issue within 24 hours and also offer you a discount for the next three months.
Customer: Okay, I will wait.
Executive: Thank you for giving us another chance, sir. Please feel free to contact us anytime. We really appreciate your support.

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Executive Explains Features and Cost

Executive: Good evening, ma’am. This is Neha calling from SmartMobile Network. How may I assist you?
Customer: I want details about your new mobile data plan.
Executive: Certainly, ma’am. Our new plan offers high-speed 5G data with unlimited calling.
Customer: Any other features?
Executive: You get 2 GB data per day, free national roaming, and OTT app access.
Customer: And what is the cost?
Executive: The monthly cost is ₹499 only.
Customer: That sounds good.
Executive: Thank you, ma’am. I can activate the plan immediately