Telephone and Reception Skills Course: Holding, transferring and screening calls

1. Vraag 1 van 16

   What should you do before you put a caller on hold?

   • APress hold right away, because asking takes too long
   • BAsk if they can hold, and wait for their answer
   • CTell the caller to hang up and call back later
   • DPut the handset down on the desk for a moment
   Toon antwoord

   Antwoord: B. Ask if they can hold, and wait for their answer

   Always ask permission and wait for the reply. The caller may have an urgent question or be unable to wait.

2. Vraag 2 van 16

   Why should you use the hold button instead of setting the handset down on the desk?

   • AA handset on the desk ends the call after one minute
   • BThe hold button records the call for training
   • CThe caller cannot overhear private talk in the office
   • DThe hold button makes the call free for the caller
   Toon antwoord

   Antwoord: C. The caller cannot overhear private talk in the office

   With the handset on the desk, the caller may hear private conversations. The hold button protects privacy.

3. Vraag 3 van 16

   A caller has been on hold for some time, and the person they need is still busy. What should you do?

   • ALeave them on hold quietly until the person is finally free to talk
   • BExplain the delay and offer to hold, take a message or call back
   • CHang up and wait for the caller to phone back in a few minutes
   • DTransfer the call to any coworker who happens to be free
   Toon antwoord

   Antwoord: B. Explain the delay and offer to hold, take a message or call back

   Check back often. Give the caller choices so they do not wait without knowing what is happening.

4. Vraag 4 van 16

   What is a warm transfer?

   • AYou brief the colleague first, then connect the caller
   • BYou send the caller straight to the extension without speaking to anyone
   • CYou transfer calls only during regular business hours
   • DYou transfer the caller to a voicemail box with a friendly greeting
   Toon antwoord

   Antwoord: A. You brief the colleague first, then connect the caller

   In a warm (announced) transfer, the colleague knows who is calling and why, so the caller does not have to repeat everything.

5. Vraag 5 van 16

   What is the main risk of a blind (cold) transfer?

   • AThe caller may reach voicemail and have to start over
   • BIt turns on call recording without telling the caller
   • CIt charges the caller long-distance fees for the transfer
   • DIt is against federal telephone rules for most businesses in Canada
   Toon antwoord

   Antwoord: A. The caller may reach voicemail and have to start over

   In a blind transfer nobody checks that the colleague is free, so the caller may land in voicemail or with the wrong person.

6. Vraag 6 van 16

   Before you transfer a call, what should you tell the caller?

   • AThat they must hang up and dial the colleague themselves
   • BWho will help them, and the extension in case the call drops
   • CYour own home phone number, in case they need to reach you later
   • DHow long the colleague has worked for the organization
   Toon antwoord

   Antwoord: B. Who will help them, and the extension in case the call drops

   Telling the caller who will help them and giving the direct number or extension means they can get back if the call is cut off.

7. Vraag 7 van 16

   Which caller most needs a warm transfer rather than a blind transfer?

   • AA caller who asks what time the office closes today
   • BA caller who only wants the office's street address
   • CAn upset caller who has just explained a complicated problem
   • DA caller who wants to know if there is visitor parking
   Toon antwoord

   Antwoord: C. An upset caller who has just explained a complicated problem

   A warm transfer saves an upset caller from repeating a long story. Simple questions you can usually answer yourself.

8. Vraag 8 van 16

   Your manager is busy and asked you to screen her calls. What is the best thing to say?

   • A"She's avoiding calls today, so try again tomorrow."
   • B"May I ask who is calling and what it is about?"
   • C"She's here, but she doesn't want to talk to anybody."
   • D"She only takes calls from people she already knows."
   Toon antwoord

   Antwoord: B. "May I ask who is calling and what it is about?"

   Ask for the caller's name and reason first, before you say whether the person is available.

9. Vraag 9 van 16

   A caller asks why your coworker is away today. What should you say?

   • A"He's out of the office today. May I take a message?"
   • B"He called in sick, but I think he just wanted a day off."
   • C"He's on a family trip and won't check messages at all."
   • D"He's at the doctor for his back again this morning."
   Toon antwoord

   Antwoord: A. "He's out of the office today. May I take a message?"

   Give a neutral reason only. A coworker's health or personal plans are private.

10. Vraag 10 van 16

    A caller asks for a coworker's personal cell number and says he is an old friend. What should you do?

    • AOffer to take a message and pass it on to your coworker
    • BGive your coworker's home address instead of the number
    • CGive the number, because he knows your coworker's full name
    • DGive the number only if the caller sounds friendly
    Toon antwoord

    Antwoord: A. Offer to take a message and pass it on to your coworker

    Never give out staff personal numbers or addresses. Taking a message lets your coworker decide whether to reply.

11. Vraag 11 van 16

    Your workplace records customer calls. According to the Office of the Privacy Commissioner of Canada, what must the organization do?

    • ARecord calls only when the caller is not told about it
    • BTell callers that the call is being recorded and why
    • CGet a written signature from the caller before every call
    • DDelete every recording within 24 hours of the call
    Toon antwoord

    Antwoord: B. Tell callers that the call is being recorded and why

    The OPC says organizations must inform customers that a call is recorded and state the purpose clearly.

12. Vraag 12 van 16

    Recording is not needed to provide a service, and a caller does not want to be recorded. What does the OPC guidance say?

    • AThey must get a choice, such as no recording or going online
    • BThe organization may record anyway if it deletes the file later
    • CThe caller must pay a fee to use the service without recording
    • DThe organization should end the call and block the caller's number
    Toon antwoord

    Antwoord: A. They must get a choice, such as no recording or going online

    When recording is not integral to the service, the OPC says customers must be given a choice, such as continuing without recording or using another channel.

13. Vraag 13 van 16

    Listen. What should the receptionist have done instead?

    Audio afspelenLuister en antwoord daarna. Het transcript verschijnt na je antwoord.

    Geen geluid? Lees de tekst

    Caller: Hi, I need to talk to someone in billing, but I only have a couple of minutes.
    Tyler: Hold on.

    • AAsked if the caller could hold and listened to the answer
    • BRead the caller the full billing policy before helping them
    • CTransferred the caller to the sales team right away
    • DAsked the caller for their date of birth first
    Toon antwoord

    Antwoord: A. Asked if the caller could hold and listened to the answer

    The caller said they had only a couple of minutes. Asking first and listening lets you offer a callback or message instead.

    Transcript

    Caller: Hi, I need to talk to someone in billing, but I only have a couple of minutes.
    Tyler: Hold on.

14. Vraag 14 van 16

    Listen. What kind of transfer is Julia doing?

    Audio afspelenLuister en antwoord daarna. Het transcript verschijnt na je antwoord.

    Geen geluid? Lees de tekst

    Julia: Hi Marc, it's Julia at the front desk. I have Ms. Novak on line two. She's asking about a delivery that was due yesterday. Can I put her through?
    Marc: Yes, go ahead. Thanks, Julia.

    • AA transfer to voicemail
    • BA conference call
    • CA warm transfer
    • DA blind transfer
    Toon antwoord

    Antwoord: C. A warm transfer

    Julia speaks to Marc first, tells him who is calling and why, and checks that he can take the call. That is a warm transfer.

    Transcript

    Julia: Hi Marc, it's Julia at the front desk. I have Ms. Novak on line two. She's asking about a delivery that was due yesterday. Can I put her through?
    Marc: Yes, go ahead. Thanks, Julia.

15. Vraag 15 van 16

    Listen. Which number should the caller use if the transfer is cut off?

    Audio afspelenLuister en antwoord daarna. Het transcript verschijnt na je antwoord.

    Geen geluid? Lees de tekst

    Receptionist: I'm going to transfer you to Priya Shah in customer accounts. If we get cut off, call our main line and ask for extension two four five.
    Caller: Two four five. Got it, thanks.

    • AExtension 254
    • BExtension 245
    • CExtension 524
    • DExtension 136
    Toon antwoord

    Antwoord: B. Extension 245

    The receptionist tells the caller to call the main line and ask for extension two four five.

    Transcript

    Receptionist: I'm going to transfer you to Priya Shah in customer accounts. If we get cut off, call our main line and ask for extension two four five.
    Caller: Two four five. Got it, thanks.

16. Vraag 16 van 16

    A caller asks for help with a warranty, and you are not sure who handles warranties. What is the best response?

    • ATransfer the call to whoever is free and hope they can help
    • BSend the call to the manager's voicemail without explaining
    • CTake details and find the right person to call back
    • DTell the caller your company does not deal with warranties
    Toon antwoord

    Antwoord: C. Take details and find the right person to call back

    Guessing often leads to several transfers. Taking details and finding the right person gives the caller a clear next step.

Toetsenbord: 1–4 om te antwoorden, Enter voor de volgende vraag.