Make and receive telephone calls
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When you answer the phone you need to say your name and…?
“Good morning”
“How are you today?”
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?
All of these
The speed
The tone
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?
“I apologise for the inconvenience”
“I told you it was not going to be long”
“Thank you for holding”
Who should end the phone call first?
The person who called
It does not matter
The person who answered
Is it acceptable to chew gum while answering the phone?
NO
YES
Why would you ask a caller for their phone number?
Ask to be called back
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.
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 9