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?”
The name of the company
“Good morning”
Why are telephone greetings so important?
It shows you are happy
It shows you are polite
It is the first impression
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?
Ask if it is ok to put the caller on hold
“Would you like to be put on hold?”
“I apologise for the inconvenience”
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
The person who answered
It does not matter
Is it acceptable to chew gum while answering the phone?
YES
NO
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?
Get the caller’s phone number and call them back
Tell your colleague to wait
Answer the phone and put the caller on hold
Quiz Complete!
You scored: 0 out of 9