UTS English For Hospitality Communication

Why is excellent telephone communication important in customer service?

• To avoid face-to-face interactions

• To build trust and resolve problems efficiently

• To increase the number of phone calls

• To improve technology usage

What is the ideal time to answer a phone call?

• After 5 rings

• After the caller redials

• As soon as possible, ideally within 3 rings

• Only during working hours

What tone should be used when answering a phone call?

• Warm and friendly

• Neutral and straightforward

• Strict and formal

• Casual and informal

Which of the following is an example of active listening?

• Interrupting the caller to save time

• Giving quick, unclear answers

• Focusing on other tasks during the call

• Taking notes of important details

What is the first step in preparing for a phone call?

• Greeting the caller

• Creating a distraction-free environment

• Taking notes

• Asking for the caller's name

What should a receptionist say when answering a call?

• "Hello, who’s this?"

• Yes? What do you need?"

• "Good morning, this is [Name] from [Organization]. How may I help you?"

• "Please hold."

How should difficult calls be handled?

• By staying calm and offering solutions

• By ending the call quickly

• By raising your voice to maintain authority

• By ignoring the caller's complaints

What is a recommended way to close a phone call?

• Recap key points and thank the caller

• Immediately hang up

• Stay silent until the caller ends the call

• Ask the caller for a tip

Which of the following is a "don’t" when handling telephone enquiries?

• Be patient and understanding

• Use jargon or slang

• Maintain a professional tone

• Take notes for important details

Why should a caller hang up first?

• To ensure the caller has completed their queries

• To end the call quicker

• To save phone battery

• To avoid awkwardness