Sign Up/Log In

Make and receive telephone calls

Your Score: 0/9

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 is the first impression

It shows you are happy

What is important about your voice?

All of these

The tone

The speed

The volume

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?

“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?

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 caller is rude. This way you can call him back.

In case the call gets disconnected

To show the caller you are polite and considerate

Ask to be called back

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

Tell your colleague to wait

Answer the phone and put the caller on hold

Get the caller’s phone number and call them back

Quiz Complete!

You scored: 0 out of 9