Telephone Techniques

You should answer the phone by the third ring

• True

• False

Telephone etiquette relates to the correct way to answer the telephone in a business environment.

• False

• True

How long should a person be placed on hold?

• However long it takes.

• no more than 5 minutes

• no more than 1 minute

• You should never put someone on hold

What should be included on a phone message?

• Date/Time

• Message

• Your initials

• All of the above

What facial expression should you have when speaking on the phone?

• a grimace/pout

• it doesn't matter, they can't see you

• a frown

• a smile

Which one is the correct way to greet a caller?

• Hi this is Mr. Jones.

• Dr. Smith's office, this is Rachel. How may I help you?

• Ms. Williams speaking, what do you need?

• They are all acceptable

True or false: you should never use words such as yeah, naw, or yep.

• True

• False

True or false: It is ok to be rude if the person calling is being rude

• True

• False

• Is this a trick question

At the end of the call you should:

• thank caller

• allow the other person to hang up first

• ask if there is anything else they need

• all of these

I'm sorry, could you please repeat that? Is a better way than saying...

• What do you want?

• Huh?

• What'd you say?