Telephone Tips

1. According to Tim, having a good telephone attitude means being…

• … honest, enthusiastic, and happy

• … pleasant, prompt, and enthusiastic

• … energetic, pleasant, and funny

• … happy, tolerant, and helpful

2. Which of the following are the elements of a four-part greeting when answering the phone? [CHOOSE 3]

• offer of help and greeting

• statement of purpose

• your job title and a joke

• company name

• your name

3. Which of these is an example of an informal greeting?

• Hello. This is Tammy at Google. What can I do for you today?

• Good morning. My name is Roger and I’m with Cameco. How can I help you?

• Hi there. It’s Charlie at GoDaddy. What’s up?

• Good day. This is Hal Taber with Kraft. How can I be of assistance?

4. Complete this sentence: __________ you communicate is as important as what you communicate.

• how

• when

• what

• why

5. What does Tim say that you should avoid doing?

• identifying yourself by name.

• talking about the weather

• mumbling

• asking people for their name

According to Tim, what can unfortunately happen when people communicate electronically?

• They don’t explain exactly what they mean

• They forget to be courteous and polite.

• They state things too indirectly.

• They accept misunderstanding too easily