TELEPHONE ETIQUETTE

When you answer the phone, you need to say your name and ...?

• The name of the company

• "Hello!"

• "How are you today?"

Why is a telephone greeting important?

• It is the first impression.

• It shows that you are polite.

• It shows that you are happy.

When speaking on the phone, what is important about your voice?

• The volume

• The tone

• The speed

• all of the above

Before you put a caller on hold, what do you need to say?

• "Please leave your name and contact number."

• "Thank you for contacting us."

• "May I put you on hold."

When taking a caller off hold, what should you say?

• "I told you it was not going to take long."

• "Sorry for the inconvenience. Thank you for waiting."

• "So, I'm back and here is the information you need"

Who should end the phone call first?

• The person who called.

• The person who answered.

• It doesn't matter.

What are considered OK when talking on the phone?

• be honest when you don't know the answer to a question

• speak aloud when the person you are talking to can't hear you

• crack a joke to entertain a client

Why do you need to ask the caller his/ her phone number?

• in case the caller gets disconnected

• to make the caller know that you are polite

• to report the caller to your manager in case he/ she is rude

When you leave a message in someone's voicemail, what should you do?

• say the date and time you called

• say your telephone number

• say you will call after 10 minutes

You are having a conversation with your co-worker and the phone rings. What should you do?

• Get the caller's contact number and call him back

• Tell your colleague to wait. Then answer the call.

• Answer the call and put the caller on hold. Then finish your conversation.