Telephone etiquette – answers
- What are casual business dress, informal communication, being laid-back etc.. designed to do? make our world more relaxed
- Why is it still important to follow the rules of appropriate etiquette? to give a standard set of expectations and so we don’t annoy other people
- When is it very important to follow the protocols of telephone etiquette? when dealing with customers
- How does the speaker describe the effect bad protocols can have on your business? as profound
- What do your need in order to implement the correct protocols? you need to be aware of and have exposure to skills and practices
- Write down the words you hear during the ‘rushed’ call. ‘Hello, this is Ryan Tech AR. Can I help you?’
- Write down the words you hear in the 2nd clip played. ‘Yes Sir, we can order that part for you. Can you hold a moment? Hey Joe, are you headed out? Can you grab me a sandwich? Thanks! Do you need the money now or can I pay you when you get back? Thanks! Yes Sir, I was just checking and we can definitely get that part for you in 2 business days.’
- What must you always ask the caller if you need to put them on hold? for their permission
- Write down the words you hear in the 3rd call. ‘Mr Johnson, Mr Wilson is on another line would you like to hold or would you like voicemail?’
- What else must you remember to do? to wait for the answer and offer to take a message
- Write down the words you hear in the 4th call. ‘Mr Wilson is on another line would you like to hold or can I take a message or put you through to voicemail?’
- How often should you go back to a caller who has been put on hold? every 30 to 60 seconds
- What should you say? Thank you for holding
- Write down the words for the final call. ‘Thank you for holding,. Mr Smith is on the other line would you like to continue holding or may I take a message or put you through to voicemail?’