Communicate on the telephone

This key is used to answer and end calls using the phone's handsfree speaker and microphone.

• True

• False

Mark responds to Paula, "Yeah, I will go to party with you. Sounds fun!" This is known as _____.

Natasha asks Jason, "How do you think you did on the history test?" Natasha is the _____.

• noise

• receiver

• sender

• channel

How quickly should you try to answer the phone?

• Let the answering machine take a message.

• Within five rings

• On the first ring

• Within three rings

This key is used to ____________________ calls to other numbers.  

• end

• transfer

• conference

• Mute

Before you transfer the call, what will you do first?

• ask the caller to call the person directly

• tell the caller you need to transfer them

• transfer the call as soon as possible

• transfer the call as soon as possible

Which one of the following information must we have in order to take a telephone message from a caller?

• Name, contact number, recipient name, message, time and date of the call.

• Full name, contact number, address and personal details.

• Name, mobile number, email address, time and date of the call.

• Full name, address, contact number, personal information and data.

Choose the most appropriate greeting.

• Morning, David speaking. How may I help you?"

• This is Michelle. What yuh want?"

• Good morning, TVITT Bursary, Ms. Smith speaking. How may I assist you?"

• Good morning. How may I help you?"

Phone etiquette includes several P’s, four of them are

• Professional, Problem, Proactive and Practical 

• Proactive, Polite, Problem and Present  

• Product, Present, Promotion and Proactive 

• Present, Prepared, Proactive and Professional 

It is acceptable to put a caller on hold without their permission if you are very busy.

• True

• False