Telephone Skills: Answering Calls

Telephone skills training is important because

• It will make you sound like a different person

• First impressions count

• Then you won't ever have to deal with angry callers

Methods of training include

[select all that apply]

• Training course

• On the job training

• Shadowing

What should you have near to you, before answering a call?

[select all that apply]

• Jotting pad

• Internal telephone directory

• Glass of water

The phone should be answered promptly, ideally

• Within 3 rings

• Within 5 rings

• Before the caller hangs up

Which type of language should you use when answering the phone?

• Formal

• Informal

• It doesn't matter as long as you are polite

Tone of voice and attitude is important, even on the telephone.

• TRUE

• FALSE

Nobody will notice if you are eating or drinking when you use the phone

• TRUE

• FALSE

A standard greeting for EXTERNAL callers would be...

• Good morning,

  [your name] speaking,

  how may I help you?

• Hello, how may I help you?

• Good morning,

  [name of organisation],

  how may I help you?

A standard greeting for INTERNAL callers would be...

• Hello,

  [name of organisation],

  how may I help you?

• Hello,

  [your name] speaking,

  how may I help you?

• Hello, is everything ok?

If a person calls you...

• YOU should end the call

• THEY should end the call

• It doesn't matter