Telephone Etiquette
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Avg score: 78% • Most missed: “Your tone of voice - Some basic telephone manners - Speaking on the level of the…”
Telephone Etiquette
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18 Questions

1. The appearance of the physical facilites & equipment - especially yourself

2. The way the message will travel between sender and receiver

3. Your ability to help the caller

4. Indicates that the message has been heard and understood

5. Your ability to convey knowledge and courtesy

6. What surrounds the communication process

7. The date and time - the caller full name - the companys name and caller dept and phone number

8. The Ws - Who - What - When - Where - Why and How

9. When putting callers on hold

10. Person with a message

11. Your tone of voice - Some basic telephone manners - Speaking on the level of the caller - Controlling the conversation - Making the proper verbal of response.

12. Defined as the practices and forms prescribed by convention or by authority

13. The hearer

14. Your ability to show you care

15. Greeting - Identification - and Solicitation

16. On the first ring if possible but not more than the 3rd

17. You deliver what you promised

18. The first person to answer the telephone

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