Telephone Message Quiz

When we speak on the phone we need to

• Try to stay interested

• Use a quiet voice

• Speak clearly

• Use a loud voice

Answer explanation

Yes, you always need to speak clearly so the other person can understand you. Not too loud, not too soft... just right!

When you answer the phone at work you need to say 3 things. What are they?

Answer explanation

Yes, you need to say:

1. the name of the business

2. your first name

3. ask them "How can I help you?"

If a customer is cranky we need to

• tell them to relax

• listen carefully and let them know you will help them or you will get the manager

• tell them to call back later

• laugh at them

Give me a reason why a customer might be cranky

Draw a picture to show what your face should look like when you answer the phone at work.

Customers get frustrated if staff don't ___ to them.

To check you have understood the message, you should

• smile

• Tell them you know everything

• just trust yourself

• read the messsage back to the customer

Answer explanation

Yes, if you repeat what you have written back to the custmer, they can help you correct any mistakes.