N2CPCS5-1
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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 shows you are happy
It shows you are polite
It is the first impression
What is important about your voice on the telephone?
The volume
The speed you speak at
All of these
The tone
When putting a caller on hold, what do you need to say or ask?
“Would you like to be put on hold?”
“I apologise for the inconvenience”
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 apologise for the inconvenience”
“I told you it was not going to be long”
Who should end the phone call first?
The person who called
The person who answered
It does not matter
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 call gets disconnected
To show the caller you are polite and considerate
In case the caller is rude. This way you can call him back.
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?
Tell your colleague to wait
Get the caller’s phone number and call them back
Answer the phone and put the caller on hold
Quiz Complete!
You scored: 0 out of 10