Make and receive telephone calls
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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 is the first impression
It shows you are polite
It shows you are happy
What is important about your voice?
The tone
The volume
The speed
All of these
When putting a caller on hold, what do you need to say or ask?
Ask if it is ok to put the caller on hold
“I apologise for the inconvenience”
“Would you like to be put 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
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?
In case the caller is rude. This way you can call him back.
Ask to be called back
To show the caller you are polite and considerate
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
Quiz Complete!
You scored: 0 out of 9