Telephone Skills Self Evaluation & Personal Game Plan
1=poor 2=average 3=good 4=very good 5=excellent
1=never 2=hardly ever 3=sometimes 4=frequently 5=always
If you are serious about achieving telephone success, post this test someplace where you can see it every day. Create an action plan for each area that you rate a 4 or below. Work on two of your deficiencies each day. Act on these principles until they become a way of life.
|I am courteous and considerate on the phone.||1||2||3||4||5|
|I always get right to the point.||1||2||3||4||5|
|I speak clearly and effectively.||1||2||3||4||5|
|I always tell the truth.||1||2||3||4||5|
|People never ask me to repeat myself.||1||2||3||4||5|
|I always speak to (and about) others with respect.||1||2||3||4||5|
|I avoid conflict.||1||2||3||4||5|
|I try to understand and harmonize.||1||2||3||4||5|
|I am in control, relaxed, calm when speaking.||1||2||3||4||5|
|I am offering solutions, not stressing problems.||1||2||3||4||5|
|I take notes to be sure I follow through||1||2||3||4||5|
|I follow up in writing.||1||2||3||4||5|
|I never speak behind someone’s back.||1||2||3||4||5|
|I try to speak “to” rather than “about.”||1||2||3||4||5|
|I take complete messages (repeat back information).||1||2||3||4||5|
|I am patient. I don’t raise my voice when I speak.||1||2||3||4||5|
|I ask questions to be sure I understand.||1||2||3||4||5|
|I stay focused when I speak.||1||2||3||4||5|
|I always say thank you at the end of a call.||1||2||3||4||5|
|I’m prepared for every call I make.||1||2||3||4||5|
|I understand and consider the other person’s situation.||1||2||3||4||5|
|I’m happy on the phone.||1||2||3||4||5|
|I use humor to make customers and prospects laugh.||1||2||3||4||5|
|I realize it’s wrong to blame others for my lack of ability.||1||2||3||4||5|
|I do some form of training for phone skills every month.||1||2||3||4||5|
|I get the results I expect on the phone.||1||2||3||4||5|
|I’m good about not making personal calls at work.||1||2||3||4||5|
|I make non-productive calls or time wasting calls.||1||2||3||4||5|
|I have the goals and numbers it takes posted in plain sight.||1||2||3||4||5|
|My calls get returned.||1||2||3||4||5|
Count the number of 1’s and transfer them to the blank line following 1 (x). Multiply it times 1.
Count the number of 2’s and transfer them to the blank line following 2 (x). Multiply it times 2.
Do the same for 3, 4, and 5. Total your score.
How I Rate on the Telephone…
135 – 150 You’re Excellent. Call and sell me something.
125 – 134 You’re Good. Call me for training.
100 – 124 You’re Fair and in need of skill building help. Call me for serious training.
75 – 99 You’re in big, big need of help. Phone home.
29 – 74 Disconnect your phone.