填空题 Lecture Notes
When doing business over the telephone，you have to pay special a~ention to the listening and speaking skills．
Tip 1．Raise your(16)______and smile as you speak；
Reason：You don't have the advantage of talking with them in person．
Effect：Giving your voice a(17)______& making you sound cheerful．
Although the customers cannot see your smile，they can feel the(18)______through your voice．
Tip 2．Remember and use the customers'names；
Reason：People love their names and love to hear their names．
Effect:Making the service more(19)______and(20)______．
Dos：Listen closely to catch the name/make a(21)______/write it down．
Don'ts：Only be concerned about impressing them or how to(22)______to them