Telephone Etiquette

Why are telephone greetings so important?

• It shows that you are polite and friendly

• It is the first impression

• It shows that the agent is happy

• Greetings are the face of the business

What is important about your tone of voice?

• volume

• speed

• tone

• all of the above

Who should end the phone call first?

• The agent

• The customer

• Both the agent and the customer

• It really doesn't matter.

Establishing the ____________ of the call will facilitate you being an efficient and effective worker.

What item(s) listed below are considered OK while answering the phone?

• Listening to music in the background that helps make the work environment feel better

• Chewing gum that helps you to focus

• Playing educational games

• There should be no distractions of any kind

To direct the call to your supervisor or to someone who will be better able to assist the caller is to _________________ the call.

Knowing the ______________________ of the caller before you take any action on the account is very important.

• age

• nationality

• identity

• all of the above