telephoning

Identifying your company .

"Odyssey Promotions, can I help you?"

• True

• False

Identifying yourself.

" This is Adam Brow, speaking. "

• True

• False

Identifying the caller.

" I’m sorry, I didn’t catch your name."

• True

• False

Asking for your connection.

" Could I have extension 211, please?"

• True

• False

Asking about the purpose.

" Could you tell me what it’s about?"

• True

• False

Making the connection.

" Just a moment. I’m putting you through."

• True

• False

"I’m afraid he /she’s in a meeting (at the moment). "

• Making excuses

• Leaving messages

Can I take a message?

• Taking messages

• Leaving messages

"Could I leave a message?"

• Taking messages

• Leaving message

Reassuring.

" I’ll make sure she gets the message."

• True

• False