Telephone Etiquette and Email Communication

When terminating a telephone call, the receptionist should___________.

The most important aspect of answering the telephone at your workplace is __________.

• to identify yourself and the place of business

• to perform a criminal background check

• to get personal data for personal gain

• to keep a straight face and speak fluently

_______ Ms. Rivera is not available to assist with the project right now, she may be able to help us next week.

• Although

• Once

• In order that

• Notwithstanding

The legal procedures surrounding applications for loans are currently being put into effect.

• simplify

• consume

• circulate

• inherit

While speaking to callers, it is important to ________________.

• A) speak at a moderate rate

• B) speak loudly

• C) speak slowly

• D) speak at a native level

Although the assistance director will be transferred to the new branch next week, we still have not found a suitable __________ for her yet.

• replacement

• alternative

• option

• choice

911 is a nationally recognized telephone number used to call the police, the fire department or the paramedics when help is needed __________.

• A) immediately

• B) professionally

• C) easily

• D) broadly

I would also like to __________ my thanks to Ms. Porter, the hotel clerk who located my missing luggage.

• extend

• expect

• expand

• exhale

Which question may the person answering the phone ask you when you call a company?

• A) Who's calling please?

• B) Where are you calling from?

• C) Why are you calling?

• D) Who are you?

I feel sorry to inform you that I am unable to __________ your request to join the Mid-Europe Convention.

• accept

• admit

• assert

• assure