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Unit THHCOR0051A
Range
Telephone communication may take place in a range of different contexts
Statement including but not limited to:
office, reception area, on tour, on site, on mobile phone, with customers, with
colleagues
Instruction for Written Test: Write the response to each question in the answer booklet provided.
Instruction for Oral Test: Ask the candidate the following questions and indicate whether the
answer provided is satisfactory or unsatisfactory.
2. A caller wishes to be transferred to Room 302. What is the MOST appropriate way of carrying out
this procedure?
3. In which section of the telephone directory would one find a listing of government institutions?
A. Alpha-listing for Urban Area
B. Alpha-listing for Rural Area
C. Blue Pages
D. Yellow Pages
Answer: C
4. A call that allows the caller to speak to anyone who answers the telephone is known as
A. person to person
B. collect
C. credit card
D. station to station
Answer: D
5. As an employee of a prominent resort, outline the details of how you could use the telephone to
increase revenue for your organization.
Think First Then Speak: Plan your message, everything - from greetings to closing
statements. Know what you want and need to say. Avoid unnecessary details and
discussions.
Speak Clearly: By pronouncing clearly and correctly you increase the possibility that your
customer will accurately receive your intended message.
THHCOR0051A
Failure to use good diction could increase or decrease customer comprehension of your
message and be interpreted as a sign that you are lazy, unprofessional or lack
intelligence/education.
Use Correct Grammar: Good grammar helps project a positive, competent image. Failure
to apply good grammar in communication maybe perceived as lazy/uneducated. Bear in
mind that customers form an image of you and the company you represent simply by
listening.
6. Suggest SIX (6) ways in which one can project a more positive image over the telephone.
Speak clearly
Don't interrupt
Adjust volume
Listen actively
Pause occasionally
Smile as you speak
Use voice fluctation
Conclude calls professionally
7. When leaving a message on voice mail, what information should you provide?
Name of caller
Name of company calling
Reason for calling
Time available to accept returned call
Once you have successfully reached the intended person on the phone, announce the call
by saying - Their name, department etc.
9. List SIX (6) techniques for effectively using the telephone to contribute to a good customer
service environment.
speaking clearly, smiling, pausing frequently, eliminating distractions, vocal variety,
correct grammar, adjusting volume, adjust rate of speech, speaking in a conversational
tone
10. (a) When transferring calls, what should you avoid doing?
(b) Why?
a) Transferring the caller from one person to the next
Placing the caller on an endless hold
Not keeping the caller informed about the progress of a call if individual to which call is
made is not readily available.
b) This frustrates the caller, poor etiquette