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Step 4c: Create a Pre- and Post-Test for Class: Work Readiness, 10 a.m.

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Topic: Telephone and Email Etiquette

 Lesson: Creating a Good Impression (Optional)Pre-TestPost-Test
1.Suggested industry standards are more important than your company's policies.
2.Many different qualities go into making a good telephone voice.
3.Callers deserve no better treatment than they give.
4.Sometimes even the caller is not sure what the problem is.
5.Sympathizing with the caller can help calm his or her anger.
6.It is more important for the caller to think you are going to help than it is to provide a solution.
7.Once a person has been put on hold, you are free to do other business.
8.Whenever possible, before transferring a caller, you should check with the person who will receive the call to make sure that person can actually help with the problem.
9.Even the most annoying call should end on a positive note.
10.If your company does not provide an easy way to make notes about a call, there is no need for you to record your notes.
 Lesson: Better Telephone Conversations (Optional)Pre-TestPost-Test
1.There is no way to imagine what the caller is doing if you have never seen him or her.
2.Being unprepared for a call puts you at a disadvantage.
3.What people say isn't always exactly what they mean.
4.Though smiling makes you feel better, it doesn't affect a phone call.
5.A phone call is much like a business meeting.
6.You can be more abrupt on a phone call than in person.
7.There is no need to put up with a caller's bad temper.
8.Showing that you sympathize with the problem will help calm a caller down.
9.Noise distracts the listener as well as the person in the noisy environment.
10.When you're sick, it's better to just get the call over with than to postpone it.
 Lesson: Barriers to Phone Conversations (Optional)Pre-TestPost-Test
1.Human senses work independently and don't influence one another.
2.Telephone lines don't carry the full range of human speech.
3.You may need to make a special effort to keep your focus on a caller who is speaking.
4.Getting ready to leave your office won't interfere with listening to a caller.
5.If someone else is speaking to you while you're on the phone, it's okay as long as they keep fairly quiet.
6.If a call recipient is not attentive now, you can suggest calling back later.
7.If you sympathize with an annoyed caller, it will only make him or her more belligerent.
8.Planning ahead will help you perform better during a call.
9.Speaker phones should be used only with permission.
10.Today's cell phones work equally well anywhere in the country.
 Lesson: Making and Returning Calls (Optional)Pre-TestPost-Test
1.Letting your bad mood show can spoil a discussion.
2.When you leave a message, your name and number are sufficient.
3.Since the original caller should remember what you are calling back to discuss, you don't need to remind him or her.
4.When you make a call, you are a guest on the other person's phone.
5.Daydreaming will help you get through a difficult call.
6.Most business calls are routine and require almost no preparation.
7.Too many subjects spoil the call.
8.Everyone needs a rigid schedule for returning calls.
9.Name, number, affiliation and reason for the call are the secrets to a clear voice mail message.
10.Once your business is concluded, you should get off the line immediately to attend to other matters.
 Lesson: Keeping Phone Calls Professional (Optional)Pre-TestPost-Test
1.You should speak so all callers can understand you, no matter what their background is.
2.Your name is a sufficient telephone greeting when you are very busy.
3.The only important calls are the ones from important people.
4.If you show interest in the caller, the caller will feel friendlier toward your company.
5.Most callers won't care to whom they are transferred.
6.It is okay to put someone on hold immediately if another line is ringing.
7.Receiving and making personal phone calls at work is fine as long as you are not busy.
8.You should get the full name of every caller who leaves a message.
9.Callers may want to add new information at the end of a call.
10.Your voice mail message should inform the caller that you will return the call.
 Lesson: Making Cold Calls (Optional)Pre-TestPost-Test
1.Since the listener is acting as your host, you should act as a respectful guest.
2.You should be as polite to your listener as you would want the listener to be to you.
3.Telling loud jokes will help make the listener pay attention.
4.You should argue, if necessary, to force the listener to agree with your view of your product or service.
5.Taking an honest approach helps put the listener on your side.
6.Making the product sound better than it is improves your sales over the long run.
7.You should hang up quickly on nasty listeners.
8.It's not your fault if the listener does not buy your product or service.
9.A listener who says "no" probably just wants more information.
10.Even the most annoying listener should get a gracious closing.
 Lesson: Handling Conference Calls (Optional)Pre-TestPost-Test
1.The scheduling of a conference call must take time zones into consideration.
2.Conference calls do not require much advance planning.
3.Roll may be taken either through a live operator or an automated process.
4.If the parties have already been announced as they joined the call, you don't need to introduce them.
5.Everyone on a speaker phone will sound the same in a conference call.
6.Conference calls must end on time.
7.Even if you have an important comment during a conference call, you should not interrupt.
8.Everyone will know it is time for your summary even if you don't announce it ahead of time.
9.Final comments can be very valuable in a conference call.
10.Email is the most efficient way to distribute summaries.
 Lesson: Handling Unsolicited Calls (Optional)Pre-TestPost-Test
1.If an unfamiliar caller tries to sell you something that only a more senior person has the authority to purchase, you should quickly forward the call to the senior person.
2.It's possible to stop many unsolicited marketing calls from reaching you by setting up guidelines with your company's receptionist.
3.A telemarketer is required to tell you the truth if you ask directly, "Is this a sales call?"
4.It is acceptable to tell a "white lie" to get rid of a telemarketer.
5.If the call is a legitimate marketing call, with no scam involved, the caller will always be willing to mail you information rather than persist with the call.
6.Except for the mailing address, you should not give telemarketers any information about your company.
7.Since businesses are not covered by the National Do Not Call Registry, there is no point in asking that your company be put on a do-not-call list.
8.Large telemarketers call on behalf of multiple clients, so there is no reason to ask for the name of the telemarketing firm itself.
9.Sending a "cease and desist" letter to a telemarketing firm is a good step in preventing further unsolicited calls from that firm.
10.When you are consistently pestered by a particular telemarketer despite your requests, you can report the matter to your state's attorney general.
 Lesson: Appropriate Work Email (Optional)Pre-TestPost-Test
1.Email will reach the recipient as long as the address is fairly close to the real one.
2.Some people are uncomfortable with email and prefer phone calls.
3.Emails waste no paper, so unwanted emails cause no problems.
4.Editing your email before sending it may help the recipient.
5.Emails are like letters, but less formal.
6.You should change the subject line every time you reply to an email.
7.Emails are very secure because they leave no paper trail.
8.If you have them, you should include your business cell phone and fax numbers in your contact information.
9.Emails create a useful history of a discussion.
10.Group addresses are easier to enter than several individual ones.
 Lesson: Mistakes of Work Email (Optional)Pre-TestPost-Test
1.Anger can make you write things you will regret later.
2.Business acquaintances generally appreciate it when you include jokes in your emails.
3.Using all uppercase letters in an email is like shouting in someone's face.
4.An unclear subject line may make the recipient feel the message is not important.
5.Spelling and grammar are not important in a quick email.
6.Everyone should respond to all emails immediately.
7.Even if you do not sign an email, the recipient can almost always tell who you are.
8.It is not worth your time to personalize a group message to customers.
9.Secondary email accounts never have important messages.
10.The most professional response to an attachment error is to correct it quickly.
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