Telephone - Cell phone - Skills

A call receiver must be both an effective listener and an effective speaker

• True

• False

• All of the aboved.

What question can you never honestly answer yes to?

• Can you talk?

• ARE YOU GOOD BRO

• Are you asleep?

• Are you moving

In order to have effective suitable language.

• Minimize jargon and buzzwords.

• Avoid slang.

• Eliminate sarcasm.

• all of the above.

How you Close the conversation.?

• Verify understanding

• Repeat the message to ensure understanding.

• Thank listeners for listening.

• all of the above.

choose the Proper business phone answers skills

• Vary the tone and pitch of the voice.

  Pronounce words clearly as best you can

• Repeat the message to ensure understanding.

• State the name of the organization, followed by the call receiver’s name and

  the question, “How may I assist you?”

• Use appropriate facial expressions

Paraphrase or repeat what the caller has stated. Speak loudly enough, but

don’t shout. Don’t talk too fast, and don’t slur words. Remember that some

people have a difficult time hearing.

• True

• False

• All of the above

• Sometimes

Good telephone skills

• Never put a caller on hold without first asking permission to do so.

• If a caller is on hold, get back to him as quickly as possible.

• If a caller has waited longer than a minute, offer again to take a message

• all of the above.

Never put a caller on hold...........

• Try to find out how long the caller will have to hold.

• If the person whom the caller is trying to reach is still unavailable

• If a caller has waited longer than a minute

• without first asking permission to do so.

A man shaves several times a day, yet he still has a beard. Who is this man?

• Gandalf

• A barber

• A person who grows hair really fast

• Bob the builder. He builds his beard back with legos

If a caller is on hold

• offer again to take a message.

• thank them for being patient.

• get back to him as quickly as possible.

• be careful about side conversations