Telephone Skills

How can you ensure that you accurately take down a message?

• Ignore any questions for clarification.

• Assume the message is correct without verification.

• Write down everything without listening.

• Listen actively and confirm details.

Tags

CCSS.L.1.6

CCSS.L.3.6

How can you politely end a phone call after the conversation is complete?

• I have to go, bye!

• Thank you for the conversation, I need to go now.

• I'm busy, talk to you later.

• Can we talk later?

Tags

CCSS.L.1.6

CCSS.L.3.6

How should you prepare for a phone call with a client?

• Review any previous communications and have relevant information ready.

• Just wing it and hope for the best.

• Wait for the client to provide all the information.

• Ignore the client's needs and focus on your agenda.

Tags

CCSS.RI.9-10.4

CCSS.RI.9-10.4

CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

What is an effective way to handle a caller's request for a service you cannot provide?

• Politely explain that the service is unavailable and offer alternatives.

• Transfer the call without any explanation.

• Tell them to find another provider.

• Ignore their request and change the subject.

Tags

CCSS.L.1.6

CCSS.L.3.6

What is the best way to express gratitude at the end of a phone call?

• Thanks, bye!

• I appreciate your time, thank you for the call.

• Okay, see you later.

• Goodbye!

Tags

CCSS.L.1.6

CCSS.L.3.6

Choose the correct order to properly answer telephone.

• Offer Help > Name > Organisation > Greetings

• Greetings > Name > Organisation > Offer Help

• Name > Greetings > Offer Help > Organisation

• Greetings > Organisation > Name > Offer Help

Tags

CCSS.L.1.6

CCSS.L.3.6

When answering a phone call, don't forget to ALWAYS...

• Introduce yourself and your friend.

• Smile and greet the caller.

• Appreciate and thank the caller.

• Greet and introduce yourself.

Tags

CCSS.L.1.6

CCSS.L.3.6

May I ask who's calling?

• Mr. Raaga, please.

• I'll call you back tomorrow.

• This is Danish.

• Mind your own business!

Tags

CCSS.L.1.6

CCSS.L.3.6

When you make a phone call, after you say your name, it's a good idea to...

• ...yawn and hang up.

• ...take a few moments to think about what you are going to say.

• ...say why you are calling.

• ...laugh and say "GOTCHA!".

Tags

CCSS.L.1.6

CCSS.L.3.6

Which one is correct?

• Hello, How can I help you? This is Intel Sdn. Bhd., it's Haikal.

• Hello, Intel Sdn. Bhd., this is Haikal. How can I help you?

• Hello, this is Haikal from Intel Sdn. Bhd.. How can I help you?

• Hello, Intel Sdn. Bhd., it's Haikal. What do you want?

Tags

CCSS.L.1.6

CCSS.L.3.6