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
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 avoid 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 |
Telephone Skills Scorecard — How to score:
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.
1 | X | _________ | = | _______ |
2 | X | _________ | = | _______ |
3 | X | _________ | = | _______ |
4 | X | _________ | = | _______ |
5 | X | _________ | = | _______ |
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.