N2CPCS5-1
Your Score: 0/10
When you answer the phone you need to say your name and…?
The name of the company
“Good morning”
“How are you today?”
Why are telephone greetings so important?
It is the first impression
It shows you are happy
It shows you are polite
What is important about your voice on the telephone?
All of these
The volume
The speed you speak at
The tone
When putting a caller on hold, what do you need to say or ask?
“I apologise for the inconvenience”
“Would you like to be put on hold?”
Ask if it is ok to put the caller on hold
When taking a caller off hold, what should you say?
“Thank you for holding”
“I told you it was not going to be long”
“I apologise for the inconvenience”
Who should end the phone call first?
The person who answered
It does not matter
The person who called
Is it acceptable to chew gum while answering the phone?
NO
YES
Why would you ask a caller for their phone number?
In case the caller is rude. This way you can call him back.
To show the caller you are polite and considerate
In case the call gets disconnected
When you leave a message on the voice mail of someone new it is most important to…
Leave your phone number
Ask to be called back
Say the date and time you called
You are having a conversation with your colleague and the phone rings. What do you do?
Get the caller’s phone number and call them back
Tell your colleague to wait
Answer the phone and put the caller on hold
Quiz Complete!
You scored: 0 out of 10