Make and receive telephone calls
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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?
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