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

1. Pergunta 1 de 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
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   Resposta: 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. Pergunta 2 de 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
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   Resposta: 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. Pergunta 3 de 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
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   Resposta: 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. Pergunta 4 de 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
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   Resposta: 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. Pergunta 5 de 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
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   Resposta: 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. Pergunta 6 de 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
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   Resposta: 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. Pergunta 7 de 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
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   Resposta: 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. Pergunta 8 de 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."
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   Resposta: 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. Pergunta 9 de 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."
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   Resposta: 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. Pergunta 10 de 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
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    Resposta: 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. Pergunta 11 de 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
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    Resposta: 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. Pergunta 12 de 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
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    Resposta: 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. Pergunta 13 de 16

    Listen. What should the receptionist have done instead?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    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
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    Resposta: 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.

    Transcrição

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

14. Pergunta 14 de 16

    Listen. What kind of transfer is Julia doing?

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    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
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    Resposta: 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.

    Transcrição

    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. Pergunta 15 de 16

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

    Ouvir áudioOuça e depois responda. A transcrição aparece depois de responder.

    Sem som? Leia o texto

    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
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    Resposta: B. Extension 245

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

    Transcrição

    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. Pergunta 16 de 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
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    Resposta: 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.

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