Telephone Etiquette (Scenario based)

Scenario 1: Handling an Inconvenient Call Time

You receive a call from a colleague while you are in an important meeting. How should you handle this situation?

• Ignore the call and hope they understand.

• Answer the call and tell them you are busy, then hang up.

• Let the call go to voicemail and return the call after the meeting.

• Text them to let them know you are in a meeting and will call back later.

Scenario 2: Taking a Message

You answer the phone, and the caller asks to speak with your manager, who is currently unavailable. What information should you take down, and how should you respond to the caller?

• Tell the caller to call back later and hang up.

• Take the caller’s name, phone number, reason for calling, and inform them you will pass the message to your manager.

• Ask the caller to send an email instead and hang up.

• Try to answer the caller’s questions yourself even if you don’t have the information.

Scenario 3: Leaving a Voicemail

You need to leave a voicemail for a client to reschedule a meeting. What should you include in your message?

• A) Your name, the purpose of the call, a few details about the project, and your phone number.

• B) Just your name and phone number.

• A detailed description of the project and why the meeting needs to be rescheduled.

• Only the new meeting time.

Scenario 4: Handling an Angry Caller

A customer calls and is upset about a service issue. How should you handle this situation?

• Interrupt them and tell them to calm down.

• Tell them it’s not your problem and transfer the call to someone else.

• Hang up if they raise their voice.

• Listen actively, empathize with their situation, and assure them that you will work to resolve the issue.

Scenario 5: Proper Greetings and Introductions

You are making a call to a new client to introduce yourself and your services. How should you start the conversation?

• “Hey, what’s up? I’m [Your Name].”

• “Hello, this is [Your Name] from [Your Company]. I’m calling to introduce myself and discuss how our services can benefit your business.”

• “Yo! It’s [Your Name].”

• “Hi, I wanted to tell you about our company.”