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WorksheetsCHAPTER 9 OFFICE ETIQUETTE
Total questions: 10
Worksheet time: 5mins
Why telephone etiquette is important especially when communicating with the potential customer?
Customers can be impressed by the size of our office
Customers can be impressed by the smile on your face
Customers can be impressed by the clothes you’re wearing
Customers can be impressed by attitude and your voice
What are the only things that can impress the customer when communicating through the telephone?
Voice and telephone quality
Attitude and appearance
Attitude and voice
Color skin and breath
All of the below are the principles in answering the telephone except for?
Sit up straight, breathe deeply and smile
Answer by the forth ring
Identify yourself immediately
End the call positively
"Reach for the pad and pen before reaching for the phone" is also known as _________________ in answering telephone.
Ways
Principles
Etiquette
Courtesy
Which is the best tips on handling discourteous caller during a phone call?
When they never seem to get to the point, please use the indirect approach
When they do not even pause to breathe, please do not interrupt
When they run on and on with words, please let them take charge
When they talk to others while talking with you, please suggest
a meeting instead when they are not so busy
How to avoid negative phrases during the screening calls?
Use the phrase “He’s not in yet”
Use the phrase “She’s already gone for the day”
Use the phrase “She is unavailable"
Use the phrase "I’m sorry, he is in the men’s room"
Which of the following is important when making and returning calls?
Call only during business hours
Call back after you are connected from a call you placed
Hang up quickly and yet gently
Return phone calls within 1 hours
what is the machine that will automatically answered the call that not been entertained or missed?
Fax machine
Answering machine
Printer machine
Smart Phone
The statements below are the guideline when setting up the answering machine except for:
When you leave a message on someone’s answering machine, make sure you speak clearly and enunciate well
Always leave your phone number, even when you know the person has it
Speak slowly so your number can be written as the message is being taken off by the machine
Please ask people to call you back if you can easily leave the information on the machine
Which of the following is the factor contributes to a good email?
Appropriate
Long and in essay form
Difficult language
No subject line
