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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. Indicates that the message has been heard and understood

2. Greeting - Identification - and Solicitation

3. The hearer

4. You deliver what you promised

5. Your ability to show you care

6. What surrounds the communication process

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

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

9. Your ability to convey knowledge and courtesy

10. The first person to answer the telephone

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

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

13. Your ability to help the caller

14. When putting callers on hold

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

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

17. Person with a message

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

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