Formative Assessment 1

Why is body language so important in answering the phone?

What is the difference between how you answer your own private telephone and the way you answer a switchboard?  Provide an example of each to assist in answering the question.

Write up guidelines for putting callers on hold.

Describe standard telephone etiquette in making calls to external customers.

Comment on the following telephone responses and then rewrite them as you think they should be.

1)Mrs. Jones is too busy to come to the phone right now. Can you call back later?

2)This wasn’t my fault – our housekeeping staff is just hopeless.

3)I’m sorry I did not contact you when I said I would, but I had to deal with another matter.

4)I don’t know where he is; can he call you back in an hour?

5)You’ve got the wrong department. I’ll have to transfer you.

Consider the following telephone situation. Identify the bad techniques being used and rewrite the conversation using accepted telephone techniques.

Write down what you think could happen as a result of this conversation:

Veronica talking to a friend. The telephone rings 7 times before she answers it.

Veronica (still focused on her private conversation): Hello.

Caller (after a slight pause): Is that the Carlton Crest Hotel?

Veronica: Yes.

Caller: I’d like to speak to Marissa Brown, please.

Veronica: She has gone shopping. What did you want her for?

Caller (after a pause): I would like her to give me a quotation for a dinner function.

Veronica (Looking at her watch): Well, as I said, she is out shopping and won’t be back until two.

Caller: I’m sorry. I didn’t hear what you said.

Veronica: She won’t be back until two. Why don’t you call back tomorrow?