Hello. This is John Bates. May I speak with Mr. Wilson, please?

..................... Mr. Wilson is not here right now.

• I'm sorry, but

• You got the wrong number

• What number are you calling?

• You got the wrong number

Hello. Could I speak to Susan Malden, please?

......................., please. I'll see if she is in.

• Call back

• Hang up

• Hold on

• Pick up

I'm afraid Professor Grimes has just stepped out. Can ............... a message?

• I give

• I take

• you give

• you take

This is a

• Keyboard

• Dialpad

• Ring

• Number

When the phone is ringing, you have to ....................

• Pick in the phone

• Pick out the phone

• Pick up the phone

• Pick down the phone

You should answer a call within ____ rings.

• 10

• 4

• 1

• 3

Always treat the customer in the same way they are treating you.

• TRUE

• FALSE

When taking a message, you should always add the ____________ for the call.

• reason

• tone of voice

What is the first thing you should say when answering a business phone?

• What up?

• Your name and the name of the business

• I'm busy. What do you want?

Chewing is an absolute no-no, and no caller should ever hear you ________while on the telephone.

• eating

• sleeping

• talking