Office Courtesy - Part 2

The video tutorial follows Barbara as she learns essential skills for interacting with the public. She discovers the importance of genuine interest and smiles, effectively using names, anticipating needs, and handling mistakes. Barbara also learns to manage inquisitive callers, develop good telephone manners, and maintain a professional appearance. Ultimately, she gains a deeper understanding and appreciation of people, transforming her duties into a pleasant experience.

What is the first basic rule Barbara practices when meeting the public?

• Using a firm handshake

• Offering refreshments

• Remembering and using names

• Dressing formally

How does Barbara handle inquisitive callers?

• By providing detailed information

• By redirecting them to another department

• By tactfully but firmly managing their inquiries

• By ignoring their questions

What strategy does Barbara use to turn away visitors without offending them?

• She schedules an appointment for them

• She offers them a discount on services

• She asks them to leave immediately

• She provides them with a brochure

What is one of the telephone manners Barbara learns?

• Transferring calls immediately

• Speaking in a monotone voice

• Using the caller's name

• Answering calls with a joke

What realization does Barbara come to about courtesy?

• It is unnecessary in business

• It is a one-way street

• It begets courtesy

• It should be avoided