Demonstrate the handling of incoming and outgoing telephone calls.

Demonstration should include the following:

• Using a pleasant voice and clear enunciation
• Using an appropriate greeting
• Identifying the business name
• Identifying the name of the caller
• Stating the purpose of the call
• Expressing appreciation for the responder's assistance, cooperation, or time
• Documenting the call
• Being prepared to take a message
• Following up with the customer, if necessary

Process/Skill Questions:

• How does the way a phone call is handled affect a business?
• How and why should a person prepare before making a business telephone call?
• Why is it important to keep business telephone calls brief?
• How is voice mail used? What is a reasonable amount of time to wait before replying to a voice mail message?
• Why is it important to document the details of a telephone call/conversation?
• Why is customer follow-up important?