CHECK YOUR TELEPHONE TECHNIQUE

Printable Self-test

Print out this test and choose which of the options below is most like you. Put a number in each box, and then check the table below. 

Answering The Phone

a) ‘Good afternoon, OM Personal, Dan Belter speaking, how may I help you?’

b) ‘Hello, I am just in a meeting, can you hold on?’

c) ‘er, hello? What do you want?’

Leaving Messages on Answer Machines & Voicemail

a) ‘This is Dan Belter of OM Personal calling for Mr Richmond at 2:30 on Tuesday regarding the meeting agenda for tomorrow. My number is 833-5454. I look forward to speaking to you.’

b) ‘Hello, it's Dan here from OM. Can you give me a call about this meeting we're meant to be having. When is it?’

c) ‘er, hello? Please can you give me a ring?’

Transfering Calls

a) ‘I'll just transfer you to Mr Moore's extension. In case he's not there can I take your name and number so I can leave him a message ?’

b) ‘It is probably better if you talk to me. Mr Moore's too busy to answer his calls.’

c) ‘I'm sorry I don't know how to do that. Perhaps you'd better ring back later. Bye.’

Replying to Messages

a) ‘Hello Mr Goodman, it's Dan Belter from OM Personal, I'm returning your call from this morning. I've got the information you asked for in front of me.’

b) 'Hello, it's Dan here from OM. I got a message that you called on Monday... or last week'.

c) If it's important they’ll call again.

SCORING

mostly
A's

You're telephone technique is perfect. Are you sure you're real? Make sure you spend some time talking to people face to face, not just on the phone.

mostly
B's

There's room for improvement here. Try not to be so aggressive. Plan your calls, and think carefully about what image you give when you answer the phone.

mostly
C's

Oh dear. Well I suppose it must be peaceful for you without the phone ringing. Don't ever consider a job as a telephonist !!!

Source: New English Digest

GLOSSARY

to hold on: to hold the phone line open (aguardar, esperar en el teléfono)
regarding: in relation to, with reference to (con respecto a, en relación a)
to look forward to: to expect or hope for (always followed by a NOUN or an ING verb) (esperar, generalmente con ansiedad)

we are meant to: we are supossed to (se supone que nosotros)
to ring back: to call back (devolver la llamada, llamar nuevamente)
face to face: in each other's presence (cara a cara)
peaceful: less violent (más tranquilo)