2. 100 300 200 400 300 500 400 500 400 300 200 Facts

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

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

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

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

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

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

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

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

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

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

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

14. Phone tag 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?

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

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

17. 1. Avoid forwarding too much 2. Check email daily 3. Don't email confidential info 4. Avoid inappropriate content Name 4 rules to follow for proper email nettiquette.

18. 1. Practice stories to make info memorable 2. Build in answers to possible questions 3. Consider size and seating of audience Name 3 rules to follow when you are creating a multimedia presentation.

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

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

21. ticket What does etiquette mean in French?

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

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

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

25. 1. Be friendly 2. Answer quickly 3. Identify the company 4. Be a good listener 5. Keep message material near Name 5 rules for good phone etiquette.

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

27. yes Does email save money?

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

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

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

31. Yes Do audiences like multimedia presentation?

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