Telephone etiquette

All of these statements are true except

• Greet your caller with a proper greeting

• Remember all the detailed messages

• Make a quick hold if needed

• End the call professionally

Why do you need to pick up the call as soon as possible? It is because...

• You can be sure that your caller will not be in a good mood.

• Your caller is having an impression that you are a lazy person.

• Your caller will think that you have good manners.

• Your caller might also think that your company is very organised.

Choose the best greeting.

• Morning, Hannah speaking. How may I help you?"

• This is Hannah. What now?"

• Good morning, UUM Bursary, this is Hannah speaking. How may I assist you?"

• Good morning. How may I help you?"

When you need to write down a caller's message, you will ask these questions...

• May I know your name, Sir?

• May I know what is the message?

• Could you give us a callback?

• Could you give me your number that can be reached?

To put the caller on hold, you say..

• Would you mind if I put you on hold for about two minutes to pull out the information needed?

• Can I put you on hold, Sir?

• Can you wait for two minutes?

• Wait please.

When you want to put a caller on hold, you must

• Immediately put the caller on hold

• Keep quiet while doing your work

• Hang up the call

• Ask the caller first

The correct way to initiate of an ending of a call is to say

• "Anything else?"

• "Is there anything else?"

• "Is there anything else I can assist you with?"

• "Do you need help with anything?"

These are the correct ways to end a call professionally except

• Thank-you for calling. Your request to change the room will be processed within three working days.

• Thanks. It's a pleasure.

• If you find you need additional assistance, please call us back at the same number 04-928 4000.

• Goodbye Mr. Rogers. Thank you for calling and have a good day.

Speak loudly and clearly during a tele-conversation.

• True

• False

A caller yells at you because an appointment time is not available, you should:

• Say you're sorry, and hang up the phone.

• Listen to the client and speak calmly and professionally about another day for an appointment.

• Yell at the client for being angry at you.

• Tell the client to make an appointment with a different veterinarian.