Handling Telephone Call

When answering a business phone call, it is best to:

• Answer with a casual greeting

• Let the call go to voicemail

• Answer with a professional greeting and your name

• Ask who is calling before providing your name

When taking a phone message, it is important to record the caller's:

• Name, company, and reason for calling

• Name and phone number only

• Message in shorthand to save time

• Personal details for future reference

True or False: It is acceptable to put a caller on hold without asking for their permission.

• True

• False

When transferring a call, you should:

• Transfer the call without announcing it

• Inform the caller that you are transferring the call and provide the name of the person they will be speaking to

• Transfer the call directly to voicemail

• Hang up and let the recipient call the person back

If you need to leave a voicemail, you should:

• Keep the message brief and to the point

• Ramble on in case the recipient misses any details

• Leave multiple messages in quick succession

• Avoid leaving your contact information

When ending a phone call, it is polite to:

• Hang up abruptly once the conversation is over

• Thank the caller for their time and say goodbye

• Immediately attend to another task without saying anything

• Criticize the caller for taking up too much of your time

If you receive an important call while in a meeting, you should:

• Ignore the call and let it go to voicemail

• Excuse yourself from the meeting and take the call in private

• Put the call on speakerphone so everyone in the meeting can hear

• Ask the caller to call back later without explaining your situation

When leaving a voicemail, it is important to speak:

• Quickly to save time

• Loudly and assertively

• Clearly and at a moderate pace

• In a monotone voice to avoid sounding too emotional

If you are expecting an important call, it is best to:

• Keep your phone on silent so as not to disturb others

• Let all calls go to voicemail until you receive the important one

• Keep your phone close by and answer it promptly when it rings

• Turn off your phone to avoid any distractions

True or False: Using speakerphone in a public area such as a coffee shop or waiting room is acceptable.

• True

• False