Assessment (continued)

a. your full name

b. your name and your company's name

c. your company's name and a short, positive phrase

d. a request to put the caller on hold

Your answer, c, is correct. If you are the "first-contact" receptionist, your greeting should include the company name and a short, positive phrase, such as "Good morning, Humboldt Construction, how may I help you?" A proper greeting identifies your organization and indicates your willingness to help the caller. Keep your tone positive and expectant.

a. feel frustrated

b. feel annoyed

c. hang up

d. all of these choices

Your answer, d, is correct. Being put on hold is annoying and frustrating, and some customers may even hang up. Minimize your use of the "hold" button, and always ask the other person's permission first.

a. make the caller fell resentful and develop a negative impression of your company

b. make the caller angry

c. make the caller hang up

d. all of these choices

Your answer, a, is correct. A bored, distant response to a caller is almost guaranteed to produce resentment and a negative impression of your company.

a. transfer the call to your supervisor

b. apologize and say that the problem is beyond your scope

c. consult your own list of in-house experts that you have posted next to your phone

d. none of these choices

Your answer, a, is not correct. If your company does not provide a computerized list of "experts" who handle certain types of problems, keep your own list next to the phone.

a. speak into a recorder and then play your voice back

b. speak into a recorder and then play your voice back at half speed

c. ask callers whether they understand you

d. none of these choices

Your answer, a, is not correct. To develop a proper telephone speaking style, it helps to speak into a recorder and then play your voice back at half speed.