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.

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.

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

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

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

Yell at the client for being angry at you.

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

Before you transfer the call, what will you do first?

tell the caller you need to transfer them

ask the caller if he/she mind to be put on hold

transfer the call as soon as possible

ask the caller to call the person directly

Before transferring the call to the intended person, what do you do?

Give a summary of the caller's problems/issues

Inform to the intended person to call the caller back

Warn the intended person to give their direct number to the caller

When handling a dissatisfied caller, you should

Immediately give them to your supervisor

Before ending your call you should make sure to...

Confirm what has been decided in order to avoid further misunderstandings

A good thing to say/do to an unhappy customer is...

Listen before responding, acknowledge their problem, and then help them

I don't get paid enough for this

You are having a conversation with your colleague and the phone rings. What do you do?

Ask your colleague to wait while you answer the phone

Take down the caller's telephone number and call him/her back when you are finished

Allow the call to go to voicemail

Maura: Is Denny in? Diara: .... . Can I take a message? Maura: No, I'll call him back.

I'm afraid he's out at this time

"This is Peter speaking. Can I speak to Queenzy, please." "...."

Certainly, hold on a minute, I'll put you through.

I'm sorry, he was out of house at that time.

Sure. Wait a minute. I'll take your message

Our manager is busy right now. He will have a meeting in a half hour

What can we infer from the conversation? "Is Mr. Teddy in?" "In an hour you say?" "at ten this morning. Oh dear." "No thank you. I'll call again."

The secretary wants to receive a message from the caller

Mr Teddy will come in two hours

My boss says, "Please call me back after 7!" It means....

the boss says to call him back after 7

the boss said that he called after 7

The boss says not to call him after 7

The boss says if he calls me after 7

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

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

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

Yell at the client for being angry at you

Tell the client to make an appointment with a different doctor.

Which one of the following information must we have in order to take a telephone message from a caller?

Name, contact number, recipient name, message, time and date of the call.

Full name, address, contact number, personal information and data.

Name, mobile number, email address, time and date of the call.

Full name, contact number, address and personal details.

Which one is the correct way to greet a caller?

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

Ms. Williams speaking, what do you need?

Before you transfer the call, what will you do first?

tell the caller you need to transfer them

ask the caller if he/she mind to be put on hold

transfer the call as soon as possible

ask the caller to call the person directly

Before transferring the call to the intended person, what do you do?

Give a summary of the caller's problems/issues

Inform to the intended person to call the caller back

Warn the intended person to give their direct number to the caller

Which is the correct way to transfer a call?

tell caller why you need to transfer the call --> call the intended person and give a summary of the caller's problem --> transfer the call

put the customer on hold --> Call the intended person --> transfer the call

put customer on hold --> call intended person --> transfer the call

tell caller why you need to transfer the call --> transfer the call

"Hi Ms. Shangeeta, I have Mr. Rogers on the line and he has a question about the Telephone Etiquette Training courses. He would like the cost of having a custom course created." This is the way you should say

to the intended person before transferring the call

to the caller after transferring the call

to the intended person after transferring the call

to the caller before transferring the call

Why telephone etiquette is important especially when communicating with the potential customer?

Customers can be impressed by attitude and your voice

Customers can be impressed by the size of our office

Customers can be impressed by the smile on your face

Customers can be impressed by the clothes you’re wearing

All of the below are the principles in answering the telephone except for?

Sit up straight, breathe deeply and smile

Which is the best tips on handling discourteous caller during a phone call?

When they talk to others while talking with you, please suggest a meeting instead when they are not so busy

When they never seem to get to the point, please use the indirect approach

When they do not even pause to breathe, please do not interrupt

When they run on and on with words, please let them take charge

How to avoid negative phrases during the screening calls?

Use the phrase “She is unavailable"

Use the phrase “He’s not in yet”

Use the phrase “She’s already gone for the day”

Use the phrase "I’m sorry, he is in the men’s room"

Which of the following is important when making and returning calls?

Call only during business hours

Call back after you are connected from a call you placed

Return phone calls within 1 hours

The statements below are the guideline when setting up the answering machine except for:

Please ask people to call you back if you can easily leave the information on the machine

When you leave a message on someone’s answering machine, make sure you speak clearly and enunciate well

Always leave your phone number, even when you know the person has it

Speak slowly so your number can be written as the message is being taken off by the machine

When handling a dissatisfied caller, you should

Immediately give them to your supervisor

Telephone etiquette

Authored by Tengku Shahraniza

Other

University

CCSS covered

Used 31+ times

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60 questions

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MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

MULTIPLE SELECT QUESTION

1 min • 1 pt

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.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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?"

MULTIPLE SELECT QUESTION

1 min • 1 pt

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?

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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?"

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Telephone etiquette

All of these statements are true except

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

Choose the best greeting.

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

To put the caller on hold, you say..

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

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

These are the correct ways to end a call professionally except

Speak loudly and clearly during a tele-conversation.

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

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