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2. What should you do before you transfer a call? Get the caller’s name and number

3. Name 3 rules for proper cellphone etiquette. Call back if reception is bad, let them know your location, & turn off disctractions

4. When should you not transfer a call? Just to get rid of a difficult caller

5. Who makes the first impression of a business in regards to telephone communication? The person answering the phone

6. If you are uncomfortable calling someone, how can you reduce this feeling? Picture the other person on the line

7. What are the 7 magic words to calm an angry customer? What would you like us to do?

8. What are 3 advantages for a multimedia presentation? Look professional, provides good notes for audience, & easy to add & delete info

9. What are 3 disadvantages of using a multimedia presentation? High costs, takes time to make the presentation, & takes time to learn the software

10. When picking up the phone to talk to someone who’s been on hold, what should you say? Thank them for holding

11. What is the maximum time that a person should be left on hold? One minute

12. What is one of the biggest complaints customers make? Someone not returning their call

13. What is it called when one phone message leads to another and yet another on an answering machine without either party getting a live call through? Phone tag

14. Out of rate, tone, volume, and articulation, which is the most important in telephone communication? tone

15. What are body language symbols that are used in email such as >:< for a frown called? emoticons

16. Name 4 rules to follow for proper email nettiquette. 1. Avoid forwarding too much2. Check email daily3. Don't email confidential info4. Avoid inappropriate content

17. Name 3 rules to follow when you are creating a multimedia presentation. 1. Practice stories to make info memorable2. Build in answers to possible questions3. Consider size and seating of audience

18. What does "spam" refer to when using email? Junk email

19. Where should you not use cell phones? Churches, restaurants, movies

20. What does etiquette mean in French? ticket

21. What should you not use email for? Confidential info

22. Name 3 adjectives that describe the advantages for email. Quick, efficient, convenient

23. Name 4 pieces of info you should write on a phone message. Caller’s name and number, purpose of the call, your name, good time to call back

24. Name 5 rules for good phone etiquette. 1. Be friendly2. Answer quickly3. Identify the company4. Be a good listener5. Keep message material near

25. Besides rate, articulation, and tone, what is other element you can control in your own voice?? volume

26. Does email save money? yes

27. What determines the quality of your telephone conversation? your tone

28. What upsets customers concerning telephone communication? Not returning calls

29. How should you answer the phone at work? Quickly and Courteously

30. Do audiences like multimedia presentation? Yes

31. Is it okay to keep working while on the phone? NO