N2CPCS5-1
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When you answer the phone you need to say your name and…?
“How are you today?”
“Good morning”
The name of the company
Why are telephone greetings so important?
It shows you are polite
It is the first impression
It shows you are happy
What is important about your voice on the telephone?
The speed you speak at
The tone
All of these
The volume
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 apologise for the inconvenience”
“I told you it was not going to be long”
Who should end the phone call first?
It does not matter
The person who answered
The person who called
Is it acceptable to chew gum while answering the phone?
YES
NO
Why would you ask a caller for their phone number?
To show the caller you are polite and considerate
In case the call gets disconnected
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…
Ask to be called back
Say the date and time you called
Leave your phone number
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