Telephone and Reception Skills Course: Taking messages and using voicemail

1. Pergunta 1 de 17

   Which detail must every phone message include?

   • AThe caller's phone number, including the area code
   • BThe caller's age and date of birth
   • CHow long the call lasted, timed to the nearest second
   • DThe name of the caller's phone company
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   Resposta: A. The caller's phone number, including the area code

   Without a full phone number, including the area code, the person cannot call back.

2. Pergunta 2 de 17

   Why should a message include the date and time of the call?

   • ASo the message can be filed by month at year end
   • BSo the reader knows how recent and how urgent it is
   • CSo the phone company can bill the call correctly
   • DSo the caller can be charged for the message
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   Resposta: B. So the reader knows how recent and how urgent it is

   The date and time show how long the caller has been waiting and help the reader decide what to do first.

3. Pergunta 3 de 17

   Which message is the most useful?

   • A"Please call back before 4:00 p.m. today about the delivery date for order 5521."
   • B"Angry lady phoned again. Very rude. You'd better call her back."
   • C"She called about something to do with an order, I think. Call her back when you can."
   • D"Re: stuff. Urgent? Not sure. Number is on the caller display."
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   Resposta: A. "Please call back before 4:00 p.m. today about the delivery date for order 5521."

   A useful message says what the caller wants and what action is needed, with facts and no opinions.

4. Pergunta 4 de 17

   A caller asks when your manager will call back. What is the best answer?

   • A"Probably not today. Maybe sometime next week."
   • B"I'll make sure he gets your message as soon as he's back."
   • C"He'll definitely call you back within ten minutes, I promise."
   • D"He hardly ever returns calls, to be honest."
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   Resposta: B. "I'll make sure he gets your message as soon as he's back."

   Do not promise a time for someone else. Promise what you can control: that the message will reach them.

5. Pergunta 5 de 17

   Look at the message. Which important detail is missing?

   Field	Details
   For	Dana Wu
   Date and time	Oct. 14, 10:20 a.m.
   Caller	Victor Lam, Lam Electrical
   Phone
   Message	Can install the new lights on Friday. Please confirm.
   Action	Please call back
   Taken by	R.S.

   • AWhat the caller wants
   • BThe time the call came in
   • CThe caller's phone number
   • DThe name of the person the message is for
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   Resposta: C. The caller's phone number

   The phone line is blank, so Dana cannot easily call Victor back.

6. Pergunta 6 de 17

   Look at the message. What should Ahmed do?

   Field	Details
   For	Ahmed Karimi
   Date and time	Nov. 3, 9:45 a.m.
   Caller	Jo Clarke, Clarke Catering
   Phone	780-555-0124
   Best time to call	After 1:00 p.m. today
   Message	Needs the final head count for Friday's lunch.
   Action	Please call back
   Taken by	M.L.

   • AEmail Jo Clarke before 1:00 p.m. today
   • BWait for Jo Clarke to call again tomorrow
   • CCall Jo Clarke back right away this morning
   • DCall Jo Clarke back after 1:00 p.m. today
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   Resposta: D. Call Jo Clarke back after 1:00 p.m. today

   The action line says "Please call back" and the best time to call is after 1:00 p.m.

7. Pergunta 7 de 17

   Look at the message log. Which message should be passed on first?

   Duração	From	For	Message
   9:05 a.m.	Coastline Paper	Purchasing	New price list sent by email
   9:20 a.m.	Unit 4B	Building manager	Water leaking from the ceiling; caller waiting on site
   9:32 a.m.	Dr. Ortiz's office	Kate Fox	Please confirm next month's appointment
   9:40 a.m.	Sam Lee	Accounts	Will send the invoice next week

   • AThe message from Dr. Ortiz's office
   • BThe message from Coastline Paper
   • CThe message from Unit 4B
   • DThe message from Sam Lee
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   Resposta: C. The message from Unit 4B

   A water leak with the caller waiting on site is urgent and needs action now. The others can wait a little.

8. Pergunta 8 de 17

   Look at the message. What is wrong with how the phone number is written?

   Field	Details
   For	Leah Martin
   Date and time	Jan. 8, 3:15 p.m.
   Caller	Ivan Petrov, Northern Glass
   Phone	555-0139, ext. 12
   Message	Quote for the lobby windows is ready.
   Action	Please call back
   Taken by	D.B.

   • AIt should have parentheses around 555
   • BThe area code is missing
   • CIt should use dots instead of hyphens
   • DThe extension should come first
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   Resposta: B. The area code is missing

   The area code is required in most of Canada, even for local calls, so 555-0139 is not enough.

9. Pergunta 9 de 17

   What should a voicemail greeting include?

   • AThirty seconds of music so callers can relax
   • BA full list of everything your organization sells
   • CYour home address and your personal cell phone number for emergencies
   • DYour name and organization, and what callers should leave
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   Resposta: D. Your name and organization, and what callers should leave

   A short greeting with your name, your organization and a request for the caller's name, number and message works best.

10. Pergunta 10 de 17

    You will be away from work for a week. What should you do with your voicemail greeting?

    • ALeave your usual greeting so callers do not know you are away
    • BTurn off your voicemail so the phone just rings and rings
    • CUpdate it with the dates you are away and who to contact instead
    • DRecord a greeting that says only "I'm out" with no other details
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    Resposta: C. Update it with the dates you are away and who to contact instead

    An out-of-office greeting tells callers when you will be back and who can help them in the meantime.

11. Pergunta 11 de 17

    Read the voicemail greeting. What is missing from it?

    Hello, you've reached Tom Becker at Riverbend Supply. I'm away from my desk right now. Please leave a message after the tone.

    • ATom's own name, so callers know they reached him
    • BA greeting at the start
    • CA request for the caller's name and number
    • DThe name of Tom's organization
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    Resposta: C. A request for the caller's name and number

    Tom gives his name and organization, but he does not ask callers for their name and number.

12. Pergunta 12 de 17

    When you leave a voicemail message, where should you say your phone number?

    • ANowhere, because the phone shows caller ID
    • BNear the start, and again slowly at the end
    • COnly in the middle of the message
    • DOnly once at the end, as fast as possible
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    Resposta: B. Near the start, and again slowly at the end

    Saying the number twice, slowly, means the listener does not have to replay the whole message to write it down.

13. Pergunta 13 de 17

    Read the voicemail. What should go in the "Action" part of the message for Rosa?

    Hi Rosa, it's Grace Morin from Summit Insurance. My number is 825-555-0118. I'm calling about the renewal for policy 4471. Please call me back before Friday at noon. Again, that's 825-555-0118. Thanks.

    • ANo action needed; for information only
    • BGrace will call again on Friday afternoon
    • CPlease email the renewal form today
    • DPlease call back before Friday at noon
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    Resposta: D. Please call back before Friday at noon

    Grace asks Rosa to call her back before Friday at noon.

14. Pergunta 14 de 17

    Listen. Who is the message for?

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

    Sem som? Leia o texto

    Ben: Good afternoon, Kestrel Accounting, this is Ben.
    Harpreet: Hi Ben, it's Harpreet Gill from Gill Farms. Is Rosa Alvarez in?
    Ben: She's in a meeting until three. May I take a message?
    Harpreet: Yes, please. Tell her the signed forms are ready, and I can drop them off tomorrow morning. If that doesn't work for her, she can call me at four zero three, five five five, zero one seven one.
    Ben: I'll make sure she gets that.

    • ABen
    • BHarpreet Gill
    • CRosa Alvarez
    • DGill Farms
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    Resposta: C. Rosa Alvarez

    Harpreet asks for Rosa Alvarez, who is in a meeting, so the message is for Rosa.

    Transcrição

    Ben: Good afternoon, Kestrel Accounting, this is Ben.
    Harpreet: Hi Ben, it's Harpreet Gill from Gill Farms. Is Rosa Alvarez in?
    Ben: She's in a meeting until three. May I take a message?
    Harpreet: Yes, please. Tell her the signed forms are ready, and I can drop them off tomorrow morning. If that doesn't work for her, she can call me at four zero three, five five five, zero one seven one.
    Ben: I'll make sure she gets that.

15. Pergunta 15 de 17

    Listen. What is the main point of the message?

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

    Sem som? Leia o texto

    Ben: Good afternoon, Kestrel Accounting, this is Ben.
    Harpreet: Hi Ben, it's Harpreet Gill from Gill Farms. Is Rosa Alvarez in?
    Ben: She's in a meeting until three. May I take a message?
    Harpreet: Yes, please. Tell her the signed forms are ready, and I can drop them off tomorrow morning. If that doesn't work for her, she can call me at four zero three, five five five, zero one seven one.
    Ben: I'll make sure she gets that.

    • AThe meeting with Rosa is moved to three o'clock tomorrow
    • BThe forms are signed, and she can drop them off tomorrow morning
    • CHarpreet needs new forms sent out to the farm before tomorrow morning
    • DRosa must go to Gill Farms tomorrow to sign the forms
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    Resposta: B. The forms are signed, and she can drop them off tomorrow morning

    Harpreet says the signed forms are ready and she can drop them off tomorrow morning.

    Transcrição

    Ben: Good afternoon, Kestrel Accounting, this is Ben.
    Harpreet: Hi Ben, it's Harpreet Gill from Gill Farms. Is Rosa Alvarez in?
    Ben: She's in a meeting until three. May I take a message?
    Harpreet: Yes, please. Tell her the signed forms are ready, and I can drop them off tomorrow morning. If that doesn't work for her, she can call me at four zero three, five five five, zero one seven one.
    Ben: I'll make sure she gets that.

16. Pergunta 16 de 17

    Listen. When does Rosa need to call Harpreet back?

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

    Sem som? Leia o texto

    Ben: Good afternoon, Kestrel Accounting, this is Ben.
    Harpreet: Hi Ben, it's Harpreet Gill from Gill Farms. Is Rosa Alvarez in?
    Ben: She's in a meeting until three. May I take a message?
    Harpreet: Yes, please. Tell her the signed forms are ready, and I can drop them off tomorrow morning. If that doesn't work for her, she can call me at four zero three, five five five, zero one seven one.
    Ben: I'll make sure she gets that.

    • ATomorrow morning, after the signed forms have arrived
    • BBefore three o'clock today, in all cases
    • CShe does not need to call back at all
    • DOnly if tomorrow morning does not work for her
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    Resposta: D. Only if tomorrow morning does not work for her

    Harpreet says Rosa can call if dropping off the forms tomorrow morning does not work for her.

    Transcrição

    Ben: Good afternoon, Kestrel Accounting, this is Ben.
    Harpreet: Hi Ben, it's Harpreet Gill from Gill Farms. Is Rosa Alvarez in?
    Ben: She's in a meeting until three. May I take a message?
    Harpreet: Yes, please. Tell her the signed forms are ready, and I can drop them off tomorrow morning. If that doesn't work for her, she can call me at four zero three, five five five, zero one seven one.
    Ben: I'll make sure she gets that.

17. Pergunta 17 de 17

    Listen. What should the receptionist do?

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

    Sem som? Leia o texto

    Kevin: Hi, this is Kevin from Apex Elevators. One of your elevators has stopped between floors, and there's a person inside. I need to speak to the building manager right now.

    • AWrite a message and leave it in the building manager's mailbox to read later today
    • BAsk the caller to phone back tomorrow during office hours
    • CEmail the building manager about it before the end of the day
    • DReach the building manager right away instead of taking a normal message
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    Resposta: D. Reach the building manager right away instead of taking a normal message

    Someone is trapped in an elevator. This is urgent, so the manager must be reached at once, following your emergency procedure.

    Transcrição

    Kevin: Hi, this is Kevin from Apex Elevators. One of your elevators has stopped between floors, and there's a person inside. I need to speak to the building manager right now.

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