Directions: Read the following passages and choose the best answers to the questions.
The telephone is the most used piece of equipment (设备) in your office. So it’s important that you polish up on your telephone techniques: how to make a call, how to take messages and telephone etiquette.
ETIQUETTE
There are 4 things you need to address in your greeting:
1) Welcome your caller;
2) Announce the name of your firm;
3) Introduce yourself;
4) Let them know you’re here to help them.
Your company will be judged on your telephone manner, so it is very important that the first contact the caller makes is with someone who is courteous (有礼貌的), happy, and ever so willing to help. For example:
"Good afternoon. Welcome to Secretarial Site Dot Co. This is Mary. May I help you"
The caller will then usually tell you his name and the person he wishes to speak to or even some detail about what he calls for.
Now that you have the caller’s name, it’s always more friendly to repeat the name back to them. It makes them feel important. For example: "Yes, Mrs. Smith, if you could hold the line one moment, I’ll put you through to Mr. Brown." Or "Yes, Mrs. Smith, I’ll just check and see if Mr. Brown is available to take your call right now."
When announcing Mrs. Smith’s call, you would tell Mr. Brown:
1) Who the caller is;
2) Which line the caller is on;
3) What it is the caller wishes to discuss.
"Mr. Brown, Mrs. Smith is on line 1, regarding the sales of our new product. She has a few questions to ask. Would you be able to speak with her Thanks." Or if he’s not available, say something similar to this: "Mrs. Smith, I’m sorry but Mr. Brown is out of the office for half an hour. If you’d like to leave your number, I’ll have Mr. Brown call you as soon as he returns to the office." Now because Mr. Brown is out of the office, you’ll need to take a message.
MESSAGES
It’s most important that you get the following details from the caller:
1) Name;
2) Phone Numbers—mobile, office or home;
3) What the call is about.
Your written message should also contain:
1) Date;
2) Time;
3) Your name—so he knows who answered the call. Directions:ETIQUETTEMESSAGESWhat will you say first when receiving a call