Unit 2

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Questions and Answers

What is an essential element of telephone etiquette?

Showing consideration for the other person's limitations (correct)

Avoiding any form of communication

Speaking rapidly to convey urgency

Being assertive to dominate the conversation

Which phrase should be avoided during a phone call?

Let me find out for you

You have to (correct)

I need to help you with this

Here’s what we can do

What is a better alternative to saying 'I don’t know'?

I have no idea

That’s incorrect

I'm not sure about that

That’s a good question; let me find out for you (correct)

Why is it important to use positive expressions during a call?

To ensure the customer's concerns feel valid Signup and view all the answers

What should you do instead of saying 'No' to a customer?

Offer them an equivalent solution or alternative Signup and view all the answers

What is a recommended phrase to use after being asked a question you're unsure about?

I need to check on that Signup and view all the answers

How should you handle a situation where you need to ask a customer to wait?

Give me a moment, I’m currently assisting another customer Signup and view all the answers

How can you initiate a telephone conversation with professionalism?

By using greetings and asking how you can assist Signup and view all the answers

What is an important first step when dealing with a difficult caller?

Listen to the entire story first Signup and view all the answers

Why is it important to apologize to the customer after they explain their problem?

It calms the situation and builds rapport Signup and view all the answers

What should you avoid doing while a customer is explaining their problem?

Interrupting them Signup and view all the answers

How should you respond after understanding a customer's issue?

With a positive and appropriate response Signup and view all the answers

After apologizing, what is the next step in handling difficult calls?

Understand the details of the issue Signup and view all the answers

What is a potential consequence of not fulfilling a promise made to the customer?

You may have a difficult customer to deal with Signup and view all the answers

Which of the following is a key reason for taking notes during a customer's explanation?

To enhance your own recall later Signup and view all the answers

What is a crucial attitude to display when asking a customer additional questions?

Tact and patience Signup and view all the answers

What information should be verified with the caller when taking a message?

The correct spelling of the caller’s name and complete telephone number Signup and view all the answers

Which of the following is an important aspect of voice mail etiquette?

Stating your department and a clear instruction for the caller Signup and view all the answers

Why is presenting a professional image important in telephone etiquette?

It reflects well on the company and can improve customer satisfaction Signup and view all the answers

When handling difficult calls, what is the first step you should take?

Allow the customer to vent their feelings Signup and view all the answers

Which phrase exemplifies a polite request on the phone?

Could you please ask Mr. Goh to return my call? Signup and view all the answers

What is an example of effective communication when taking a message?

Confirming the caller's information before ending the call Signup and view all the answers

Which of the following is NOT part of the recommended message-taking procedure?

Taking notes on what the caller might like for lunch Signup and view all the answers

What should a voicemail message ideally include?

A clear instruction on what information you need from the caller Signup and view all the answers

Study Notes

Telephone Etiquette

Respectful communication with the person on the other end of the line.
Considerate of the other person's limitations and allows them time to speak.
Clear communication is essential.
Aspects of communication not visible during a phone call:
- Facial expressions.
- Gestures.
- Eye contact.
- Reaction to the conversation.

Phone Greeting

Avoid overly formal greetings that include department names and titles.
Instead, use a simple "good morning" and "my name is [your name], how may I help you?"

In-Call Skills

Avoid phrases such as:
I don't know.
I/we can't do that.
You have to.
Just a second.
No.
Positive alternatives for "I don't know": "That's a good question; let me find out for you".
Provide solutions instead of saying no.

Taking Messages

Capture the following information:
- Caller's name and company/department.
- Correct spelling of the caller's name.
- Date and time of the call.
- Complete telephone number.
- Brief explanation for the call.
Verify information with the caller.

Voice Mail

Messages should be brief and to the point.
Include department and name.
Clear instructions on what the caller should provide, such as:
- Name and phone number.
- Best time to return the call.
- Brief summary of the reason for calling.

Being Polite

Use polite phrases like "May I know who's speaking?" instead of "Who's speaking?".
Instead of "I want to..." use "I'd like to..."
Don't use direct commands like "Pass me to..." Instead, ask politely "Could you pass me to...".

Handling Difficult Calls

Be part of the solution, not the problem.
Let the customer express their feelings without interruption.
Don't tell them to calm down.

Handling Difficult Calls Steps

Pause to allow the customer to express their feelings.
Acknowledge their concerns to show empathy.
Clarify the details to fully understand the issue, ensuring it's done tactfully and patiently.
Respond positively to the issue while avoiding overpromising.

Handling Difficult Calls: Specific Tips

Listen to the entire story first before attempting to solve the problem.
Apologize for any inconvenience.
Ensure you understand the details before trying to solve the issue.
Stay positive and helpful throughout the interaction.
Listen actively and take notes.
Ask how you can help.
Don't interrupt the customer.
Apologize sincerely for any inconvenience.
Reflect on notes to understand the details.
Demonstrate that you're trying to help.

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Description

Test your knowledge on proper telephone etiquette with this quiz. You'll explore respectful communication, in-call skills, and effective message-taking techniques. Improve your phone skills and enhance your communication ability.