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WorksheetsPWC - DAY 4
Total questions: 10
Worksheet time: 5mins
While speaking to callers, it is important to
Speak at a moderate rate
speak loudly
chew gum
speak slowly
What you should not do while answering the phone?
Greet properly
Let the phone ring more than three times
Listen effectively
Which amongst the one is not the business etiquette tips for mobile phone users in the workplace?
Give 100% focus to the person in front of you
At a business lunch, a mobile device shouldn’t be part of the place setting
In meetings, avoid “reading under the table
Take personal calls in a meeting
Never use your mobile phone in the bathroom
3 steps to ending the call
Make sure that the caller has no more queries
Give the person who you are speaking to the reason for your call
Thank the caller
Let the caller put down the receiver first so they don’t feel you have cut them off
When you address customer/client, which step is not a suitable step?
Actively listen
Empathise
Create and offer solutions
Argue with customer
How to deal with angry customer?
Don’t Listen to them and interrupt in between
Listen to them and let them know that it’s not company’s mistake.
Listen to them and do not interrupt as half of the time customers are looking for someone to just listen
Don’t hear them out and hang up on them.
It is okay to receive a personal call during a meeting.
True
False
What kinds of question should not be asked as a consultant to solve customers complain?
Open question
Probing question
Close question
Random question
From each of the telephone phrases below, determine which one is more suitable to use whilst in conversation with a client ?
Hey, what’s up?
Dude, chill !
Thanks for the call, pleasure is ours.
How's life ?
First line you should speak when answering a phone call:
House of Beauty, this is cutie
What’s up?
Are you okay?
Good day.
