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Make and receive telephone calls

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Question 1 of 9

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 shows you are happy

It is the first impression

What is important about your voice?

The volume

The tone

All of these

The speed

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?

“I told you it was not going to be long”

“Thank you for holding”

“I apologise for the inconvenience”

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?

NO

YES

Why would you ask a caller for their phone number?

To show the caller you are polite and considerate

In case the caller is rude. This way you can call him back.

Ask to be called back

In case the call gets disconnected

You are having a conversation with your colleague and the phone rings. What do you do?

Answer the phone and put the caller on hold

Tell your colleague to wait

Get the caller’s phone number and call them back

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You scored: 0 out of 9