Communication-Telephone Etiquette

When putting a caller on hold, what do you need to say or ask?

• Ask if it is OK to put the celler on hold

• “Whould do you like to be put on hold?“

• “I apologise for the inconvenience”

What should you do at the meeting?

• Turn off your telephone

• Use silent or vibrate mode

• Keep your phone on

Which of the following is an telephone etiquette?

• All of these

• Use the celler’s name

• Speak clearly with controlled volume and speed

• Be cheerful when answering the calls

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

• The name of the company

• “Hello!”

• “How are you today?”

What is important about your voice?

• The Volume

• The Speed

• The tone

• All of the above

When you leave a message in someone’s voicemail what is the most important?

• Say the date and the time

• Say you telephone number

• Ask to go back

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

• “I apologise for the inconvenience”

• “Thank you for holding”

• “I told you it wasn’t going to be long”

What should you do in quiet zone‘s on trains or in hotels?

• Don’t use your phone

• Use silent or vibrate mode

• Apologize and continue to use your phone

Why are telephone greetings so important?

• It shows that you are happy

• It shows that you are polite

• It is the first impression

Who should end the phone call first?

• The person who answered

• The person who called

• It doesn’t matter