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WorksheetsPhone Communication Etiquette Group 6
Total questions: 10
Worksheet time: 5mins
What is Etiquette??
Etiquette is the set of rulers or costumes that control accepted behavior
Etiquette is the art of being rude and disrespectful to others in social situations
Etiquette is the set of rules or customs that control accepted behavior in particular social groups or social situations
Etiquette is a set of overly strict and outdated rules that are unnecessary and impractical to follow in modern society
Which of the following is NOT an example of Phone Communication Etiquette (PCE)??
Answering phone calls with a professional greeting
End the call when you feel annoyed with the caller's repetitive requests
Speak clearly and concisely
Minimize background noise during phone calls
Which of the following is a professional way to greet caller?
“Salam & good morning. Welcome to ABC Company. How may I assist you?”
“What do you want?"
“Hi”
“Yo hello wazzep my brother! How are ya doin'?”
During a phone call, the customer is frustrated and aggressive. They raise their voice and use offensive language. What should be done in this situation?
“I understand your frustration & apologies for the inconvenience. let's work together to find a solution”
Raise your voice back at them
End the call. Settled.
“Since you're so frustrated, why don't you go find the solution yourself?”
You're handling a call from a customer who is repeatedly interrupting you. What should be done in this situation?
Raise your voice to keep them quiet
End the call.
Interrupt them and tell them to shut up
Politely ask them if you can finish your point before they respond
It is appropriate to use slang or informal language when speaking on the phone. True or false?
True!
False!
It is acceptable to multitask or use other devices while on a phone call. True or false?
True!
False!
It is VERY important to use proper grammar and pronunciation on the phone. True or false?
True!
False!
Why is it important to use a professional tone on phone calls?
To make you look cool
Helps to destroy relationships and trust with the person on the other end of the line
Helps to make us unapproachable :D
Helps to build credibility and trust with the person on the phone
Why is it important to listen carefully and attentively during phone calls?
To show how romantic you are
To make the caller speak loudly
To show respect to the caller and avoid misinformation
To show justice to the caller and avoid misunderstanding
