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WorksheetsTelephone Etiquette - Part 1
Total questions: 10
Worksheet time: 3mins
There are ___ important rules of proper telephone etiquette
3
4
5
6
All of these statements are true except
Greet your caller with a proper greeting
Remember all the detailed messages
Make a quick hold if needed
End the call professionally
Why do you need to pick up the call as soon as possible? It is because...
You can be sure that your caller will not be in a good mood.
Your caller is having an impression that you are a lazy person.
Your caller will think that you have good manners.
Your caller might also think that your company is very organised.
Choose the best greeting.
Morning, Hannah speaking. How may I help you?"
This is Hannah. What now?"
Good morning, UUM Bursary, this is Hannah speaking. How may I assist you?"
Good morning. How may I help you?"
When you need to write down a caller's message, you will ask these questions...
May I know your name, Sir?
May I know what is the message?
Could you give us a callback?
Could you give me your number that can be reached?
To put the caller on hold, you say..
Would you mind if I put you on hold for about two minutes to pull out the information needed?
Can I put you on hold, Sir?
Can you wait for two minutes?
Wait please.
What is the maximum time to put a caller on hold?
4 minute
3 minute
2 minute
1 minute
When you want to put a caller on hold, you must
Immediately put the caller on hold
Keep quiet while doing your work
Hang up the call
Ask the caller first
The correct way to initiate of an ending of a call is to say
"Anything else?"
"Is there anything else?"
"Is there anything else I can assist you with?"
"Do you need help with anything?"
These are the correct ways to end a call professionally except
Thank-you for calling. Your request to change the room will be processed within three working days.
Thanks. It's a pleasure.
If you find you need additional assistance, please call us back at the same number 04-928 4000.
Goodbye Mr. Rogers. Thank you for calling and have a good day.
