A good telephone voice...

• ...is soft and relaxing.

• ...is the same as your normal speaking voice.

• ...is confident and clear.

• ...has no emotion.

Which one is correct?

• Hello, Everbright Bank, it's Weiming. How can I help you?

• Hello, Everbright Bank, this is Weiming. How can I help you?

• Hello, this is Weiming from Everbright Bank. How can I help you?

• Hello, Everbright Bank, it's Weiming. What do you want?

When you make a call, after you say your name, it's a good idea to...

• ...always ask how the other speaker is feeling.

• ...take a few moments to think about what you are going to say.

• ...say why you are calling.

• ...yawn and hang up.

Which is the politest question?

• I'm calling because I want to talk to you about opening an account.

• I'm calling because I need to talk to you about opening an account.

• I'm calling because I would like to talk to you about opening an account.

• I'm calling because I want you to give me information about opening an account.

A good way to transition between small talk and important information is:

• I don't care how you are feeling. Just tell me about...

• That's great. Look, I'm just calling to talk to you about...

• Now I want to talk about something serious.

• That's lovely. Now, let's move on to talk about...

To control a conversation you can...

• ...ask the speaker to speak slowly and clearly.

• ...interrupt politely and ask the speaker to clarify.

• ...make sure you confirm important information at the end.

• All of these are true

If there is silence on a phone call, something you can say is:

• Is anybody there?

• Okay, is there anything else I can help you with?

• Hello, can you hear me?

• I'm going to hang up now.

A polite way to end a call is:

• Well, I think that's about all. I hope to speak again soon.

• Okay. Goodbye.

• That was great and I can't wait to speak to you again soon.

• I've had enough and I'm hanging up now.

When you take a message:

• Communicate that you will make sure you will give the message to the recipient

• Take all relevant information, including name and number

• Find out if the call is urgent

• All of these are true

If you are speaking to someone who is angry or upset...

• ...show empathy to help calm them down.

• ...ask them to explain why they are angry.

• Both of these are true

• Neither of these are true