Guidelines on Telephone Etiquette

Correct way to answer the telephone:

The proper way to answer the telephone is "hello." On the other hand, simply answering "yes" is
a curt and inappropriate response. The person making the call draws a very quick conclusion,
and that is, to think of that person as cold and aloof, and hesitate to communicate readily.

At times, someone other than the head of the house will answer the telephone. If that person is
asked, "may I speak to Mr. ________ please," the response should be, "one moment please, I
will get him for you." If the head of household is not available the response should be, "I am
sorry, Mr. _____ is not available at this time, may I take a message?" This is simply a form of
good manners, whatever form it may be expressed, thoughtfulness for the feelings of others.
This person may be calling to offer a new job with great pay and benefits, who's to know! What
would he or she think if the answer to the question, "is Mr. _____ home please," would be an
abrupt "no." This response would reflect negatively, on the actual person being called.
Making telephone calls:

Think about what time it is, when placing a call. You would not want to call when there is the
possibility that person may be asleep. For example on a work morning before 7:00 a.m. would
not be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and remember to
avoid calls around the usual period most people will be eating. Courtesy is expected when using
the telephone just as if you are talking in person.

Give your name when the telephone is answered, before asking for the person you are
requesting.
Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number,"
never just hang-up. Express your apology, letting them know you have dialed a wrong number.
To avoid disturbing another person unnecessarily dial carefully and make sure you can see the
dial pad.
When speaking, think of the way you sound. Make sure you enunciate your words clearly and
precisely. It is embarrassing to be asked to repeat what you are saying. Your voice reflects your
courtesy, since that person on the other end of the line cannot see your facial expressions your
"tone of voice" will need to express this.

Basic Good Manners, Telephone Tips:

* Let the telephone ring a reasonable length of time. It is frustrating to just get to the telephone
and hear a dial tone.

* If you dial a number that is wrong, apologize, promptly and hang-up.

* Calling a business at or very near closing time is to say the least un-thoughtful. When it is time
to go home, after a long day, do not delay them.

* State your name when placing a call. The game of "guess who this is" may not play very well
to a busy friend.

* When speaking to anyone who is working and time is of the essence, make your call
informative and short.

*Dial carefully and in proper lighting to avoid calling a wrong number and inconveniencing
others.”
Source: essortment.com

Telephone Etiquette Tips:

“1. Ask the caller, "May I know who I am speaking to?"

2. Avoid unnecessary jargon and acronyms in your conversations.

3. Use the caller's name in your conversation.

4. Practice good listening skills.

5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

6. Before placing a caller on hold, ask their permission first and thank them.

7. It is better to return a call than to keep someone on hold too long. If the phone rings back to
you, you've kept them on hold too long.

8. Do not forget to return the call as you promised.

9. Do not permit the phone to ring into the office more than three times.
10. Always use a pleasant, congenial and friendly tone.

11. Never interrupt the person while he/she is talking to you.

12. Never engage in an argument with a caller.

13. Do not handle an unhappy caller's concern openly at the check-in and check-out desk.

14. Do not make it a habit of receiving personal calls at work.

15. Do not answer the phone if you are eating or chewing gum.
Ok po
16. Do not give the impression that you are rushed. It is better to return the call when you can
give the person the time they need to handle the reason for their call.

17. Learn how to handle several callers simultaneously with ease and grace.

18. Return calls promptly that have been left on voicemail and voicemail.

19. Always get the best number (and an alternate) and the best time to have a call returned to
the caller, especially if a manager or another team member must return the call.

20. Do not ever leave a message with someone else or on a voice-mail regarding details of a
delinquent account. Instead, leave a message asking the person to call the "Accounting
Department."

21. Always make collection calls in private and away from the patient flow or public areas.

22. If possible, provide a telephone for patients/customers/clients to use. An area providing

privacy is preferred.

23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless
they've given you permission to do so.

24. When hanging up the phone, make sure the caller or person called hangs up first if the
phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is
recommended a remote, handless headset for the business staff. They are wonderful.

25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it
does not tie your staff to their desk. The team member checking on insurance really appreciates
this device. (The phone can also be answered if away from your desk.)

26. When you take a call, turn away from your computer, desk, and other work. Don't allow
other distractions to take your attention away from the caller.
27. Always have something available to write with.

28. Answer calls by the second or third ring.

29. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile
in your voice.

30. Use a "telephone voice" in which you control your volume and speed. Speak clearly.

31. Be enthusiastic and respectful.

32. If there is a problem, be concerned, empathetic, and apologetic.

33. Thank the caller for calling. Ask them to call again.

34. Never eat, drink, or chew gum while you are on a call.

These were some tips on telephone etiquette. It is important that you remember these while
conversing with someone over the phone. Not only would it help to present yourself in a better
way, but it will also ensure that you put across your
self positively.”
Source: buzzle.com/articles/telephone-etiquette-tips.html

20 Business Telephone Etiquette Tips for customer

service:

“1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

2. Before placing a caller on hold, ask their permission first and thank them.

3. It is better to return a call than to keep someone on hold too long. If the phone rings back to
you, you've kept them on hold too long.

4. Do not forget to return the call as you promised.

5. Do not permit the phone to ring into the office more than three times.
6. Always use a pleasant, congenial and friendly tone.

7. Never interrupt the person while he/she is talking to you.

8. Never engage in an argument with a caller.

9. Do not handle an unhappy caller's concern openly at the checkin/checkout desk.

10. Do not make it a habit of receiving personal calls at work.

11. Do not answer the phone if you are eating or chewing gum.

12. Do not give the impression that you are rushed. It is better to return the call when you can
give the person the time they need to handle the reason for their call.

13. Learn how to handle several callers simultaneously with ease and grace.

14. Return calls promptly that have been left on voice mail and ansafones.

15. Always get the best number (and an alternate) and the best time to have a call returned to
the caller, especially if a manager or another team member must return the call.

16. Do not ever leave a message with someone else or on an ansafone or voice mail regarding
details of a delinquent account. Instead, leave a message asking the person to call the
"Accounting Department."

17. Always make collection calls in private and away from the patient flow or public areas.

18. If possible, provide a telephone for patients/customers/clients to use. An area providing

privacy is preferred.

19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless
they've given you permission to do so.

20. When hanging up the phone, make sure the caller or person called hangs up first if the
phone is slammed on the receiver. Otherwise, always hang up the phone, gently.”

-----------

HEALTHCARE SETTING:
ROUTINE BEFORE MAKING A CALL

Check your devices, make sure it is all working

Open patient chart, check phone number,
Open the medical records/labs/diagnostics/instructions you intend to inform the patient
If a voicemail answered, introduce yourself and leave a message to call the clinic back.
Check Patient Info Form for members whom the patient gave permission to know relating
their medical condition
Always document the result of your phone call and patient's response. Any
communications must be documented. Make a Telephone Encounter for this.

TO RECEIVE A CALL

Refer to patient's chart, verify DOB

Always Document it as Phone Encounter Note and Patient Phone Message.

Ø When confirming make sure all NEW PATIENTS have their insurance information in their
chart and that insurance has been verified. If they do not have any insurance, information when
you call them asks them for their information input it and verify benefits. IF you get a voicemail,
ask them to call back before their appointment day.
Ø FOLLOW UP patients that have not been seen in a while (about 6 months or longer) please
ask if anything has changed (insurance, address, phone, etc..). if any information has changed
please input and verify if insurance has changed.
Ø Follow the scripts below

o NEW PATIENTS:
“Good morning this is (YOUR NAME) I’m calling from ___________ office this message is for
(Patients name). _______I’m calling to confirm your appointment for (Day, Date and Time, AND
LOCATION PLEASE SAY THE CITY OF THE APPOINTMENT;____________). No need to
give us a call back unless you need to cancel or reschedule your appointment. Please give us a
24 hour notice of cancelation to avoid a ____ dollar same day cancelation or no show fee. I
would like to remind you that we do collect any co-pays, co-insurance, or deductibles at the time
of your visit. Thank you and have great day.”
o FOLLOW-UP:
“Good morning this is (YOUR NAME) I’m calling ____________ office this message is for
(Patients name). ________ I’m calling to confirm your appointment for (Day, Date and Time,
AND LOCATION PLEASE SAY THE CITY OF THE APPOINTMENT; __________). No need to
give us a call back unless you need to cancel or reschedule your appointment. Please give us a
24 hour notice of cancelation to avoid a 50 dollar same day cancelation or no show fee. Thank
you and have a great day.”

1) What is the process for no shows and same day cancellations?

Ø Check patient’s chart if they have cancelled an appointment before.
Ø Inform the patient of the new cancellation policy. VARIES PER PRACTICE
o First cancellation - No charge
o Second cancellation - $____________
2) What are the office hours?
Ø KNOW THE OFFICE HOURS

3) What should I keep in mind when scheduling a follow-up appointment?

Ø Make sure you schedule the patient for the Dr. they have previously seen. (Unless told
otherwise)
Ø Follow-up patients are 15 minutes per appointment.
Ø Always ask the patient if their insurance has changed since their last visit.
Ø Mention the location of the clinic and give the address if the patient needs it
4) A patient would like a copy if their authorization letter, can we give it to them?
Ø When authorizations are approved (ex: physical therapy) the patient will receive a copy in the
mail, our clinic will receive a copy and the facility they will be going to will receive a copy.
Ø You can provide the authorization number to the patient.

----------

1) Is there a specific way of answering the phone?

Ø Be bubbly and friendly. Greet the patient, introduce the clinic, and say your name. Ask what
you can do to help them. If the patient is upset, do not argue with them. Let them talk and do not
interrupt. Listen first before speaking.

o Ex: “Thank you for calling ___________ This is (your name). How may I help you today?

Ø I have also created a template I use when I talk to patients.

New or existing pt?
For new patients: How did you hear about us?:
May I know what insurance you have?
Name:
DOB:
Contact #:
Email:
Address:
Which doctor are you calling to schedule an appt with?:
 Which office?:
FOR INSURANCE-----
Insurance:
Primary Subscriber:
DOB of Primary Subscriber:
Member ID Number:
Group Number:
Reason:

2) Can we schedule patients without insurance formation?

Ø No. Patients should have their insurance information ready. We would need to verify it before
they come in for their appointment. This is so the patient is aware of any fees that would
be collected at the office. They can prepare ahead of time.

3) What do I need to know about insurance?

VARIES PER PRACTICE

4) How many minutes are each patient and do we accept walk-ins??

VARIES PER PRACTICE
Ø New patients are always 30 minutes.
Ø Follow-up patients are 15 minutes. (Unless they are calling to schedule a surgery/Laser
appointment.
Ø No walk-ins are accepted. They can call early in the day to see if we have availability for the
same day.

5) Where do you check for insurance?

Ø Availity. Com
o Go to Eligibility and Benefits – Fill out the form.

6) Can we fax or email X-rays or MRI’s to patients?

VARIES PER PRACTICE

7) What are the landmarks to the clinics?

VARIES PER PRACTICE

8) I have HMO, can I go to the clinic without seeing my primary care physician?
Ø No, patients must first see their primary care physician to get an authorization letter prior to
coming to the clinic. The patient must bring the prior authorization with him/her to the clinic or
we will not be able to see him/her that day.
9) How long is an authorization letter valid for?
3 months. If it has been more than 3 months, the patient must get a new one form his/her
primary care physician. VARIES PER PRACTICE
Ø
10) What forms of payment do we accept?
Ø Cash
Ø Card
Ø Checks ( if they have been a long time patient)
11) Do we accept workers comp? What are the requirements? VARIES PER PRACTICE
Ø Yes. They would be a new patient.
Ø The patient’s information would have to be fax to the clinic before the appointment date. The
information needed are:
o Letter to see the doctor
o Injury details
o The patient must see the approved doctor.

Ø
A patient called saying they received a call from this number and they do not know why. What
should I do? VARIES PER PRACTICE
Ø Patients are usually contacted 2 days in advance to confirm their appointments.
Ø Ask the patient’s name and date of birth.
Ø Check the appointments for the next 2 days.

-----

What is our fax number?

VARIES PER PRACTICE

How do you process online appointments? VARIES PER PRACTICE

Ø Online appointments are similar to phone appointments. Check if the patient is an existing
patient.
Ø If the patient is a new patient, keep the duration time at 30 minutes.
o Check for their insurance information. If it is not indicated anywhere, call the patient to ask for
the necessary information so we can verify their insurance.
Ø If the patient is an existing patient, they are a follow-up and their duration would be 15
minutes.
The patient is unsure if they have HMO or PPO, what can he/she do?
Ø You can advise the patient to get in touch with their insurance provider to confirm if they have
HMO or PPO. This is important because as there are requirements for HMO members.
How do we know if they are a new patient?
Ø Always ask if they have ever been to the clinic. If they have not, then they are a new patient.
Ø If a patient has not been to the clinic for more than 3 years, they are also a new patient.
Ø In both cases, always ask for their full name and date of birth to double check if we have a
record of them already.
If you are calling a patient to remind them if their appointment, what do you need to say?
Can a patient get a copy of their medical records at the clinic?
Ø Yes, they would have to come in to the clinic and sign a medical release form.
Ø VARIES PER PRACTICE
Ø
Ø
A patient is asking to get a handicap plaque/sticker?
How do you check if a patient has an upcoming appointment?
Ø Ask for the patient’s name and date of birth.
Ø Check the patient’s chart.
Ø Go to summary
Ø On the right side, check Appointments then Upcoming.
How do patients use Patient Fusion?
Ø Patients can click the link that was sent to them in their email.
Username: Email
Password: Their phone number (what they used to make the appointment/ what is in their chart)
Ø Only appointments and results are available on Patient Fusion.
Ø Medical records are not available because the patient needs to sign a medical release form
in the office.
What information do you need to gather when you are asking a patient where we should send
their prescription?
Ø Always get the name of the Pharmacy
Ø Location: The Address and/or Cross Streets

PRACTICE TEST:

1. Which of the following is important when handling a business client with whom you might have a
long-term relationship?

Answers:

• Make sure all the clients needs are satisfied, i.e. ensuring that you follow up on their concerns and
actually getting back to them.

• Seeing that their first concern is met, and then letting the call end.

• Asking if you can call them back if you are busy, albeit with lunch.
• Complimenting them for their choice of business partner, rather than dealing with their concerns.

2. Which of the following are considered skillful techniques for someone learning how to use a
complicated telephone system?

Answers:

• Learning all the numbers from 0-9, and various combinations for their use when dialing.

• Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is
interference on the line.

• Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally
dealing with multiple callers.

• a and b

• All of the above

3. Why is ‘Privacy’ considered one of the 7 Pillars of Telephone usage, and generally important when
making calls?

Answers:

• It makes the call important and secure to both parties, especially when it is a business call.

• People like things to be private and secretive – it makes them feel special, like they are tricking the
world.

• It’s not – privacy should always be secondary to communication and letting everyone know as much
as possible.

• The information could be damaging if leaked into the wrong hands, especially in the case of financial
or legal decisions.

• a and d
4. Which of the following is probably the worst way to end a business call?

Answers:

• “Don’t call us, we’ll call you.”

• “Thanks for your time. Not.”

• “See ya in the next life.”

• Just hang up.

• They are all equally bad.

5. You should not talk about personal issues on a business call until you have established a personal
relationship with your business contact.

Answers:

• True

• False

6. During the course of your work, you answer a telephone call from an angry customer who has a lot
to say. How should you deal with the situation?

Answers:

• Simply say “sorry I have said whatever I could” and hang up.

• Raise your voice and try to reason with the customer.

• Ask your co-worker to handle the call.

• Ask the customer to call again after some time, and be prepared with your answers the next time he
or she calls.

• Patiently listen until the customer has made his or her extensive complaint, and then begin to
reason with him or her.

7. When you are addressing a woman and are unsure of her marital status, which of the following
titles should you use?

Answers:

• Ms.

• Miss

• Mrs.

• Mr.

• None of the above

8. Which of these factors does not need to be considered before you make a phone call?

Answers:

• The person whom you’re calling.

• The purpose of your call.

• A brief joke to break the ice.

• The best time to call.

• None of the above

9. You should smile when you’re on the phone, as it can have which of the following effects?

Answers:

• It is an urban myth and has no real effect — the person cannot see you.

• It transfers into your tone of voice and can make the call more appealing.

• The caller can detect your grin, but not always positively.

• The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.

• None of the above

10. What is a good way to begin a business call to a person whom you do not know, and who is not
expecting the call?

Answers:

• Just begin talking business, he or she will realize soon enough.

• Interweave what you are talking about with who you are, and the message will be crystal clear.

• Spend 5 minutes introducing yourself before getting to the point — it will save time later.

• A simple introduction followed by a sentence or two not only shows good phone etiquette, but
allows the receiver to set the forthcoming information in context.

11. Which of the following is not an active listening word that will let the party know that you are
attentive to their phone call?

Answers:

• “Yes”

• “What?”
• “Great”

• “I see”

12. Which of the following is the most dangerous use of a cell phone and should be avoided at all
costs?

Answers:

• Taking your cell phone on a bungee jump.

• Taking your cell phone up a mountain.

• Taking your cell phone underwater, even if it is switched off.

• Dialing and driving, or speaking on your phone without use of a hand-free device while behind the
wheel or operating machinery.

13. Which of the following is commonly regarded as a cell phone nuisance that could be toned down
or otherwise discarded?

Answers:

• Having stickers all over your phone.

• Having a dangling key chain.

• Having a loud and annoyingly musical or distracting ringtone that you let play for several extra
seconds before answering the phone.

• Having a brightly colored phone that lights up when it rings.

• None of the above

14. Which information is not necessary for you to leave on your personal voicemail message?

Answers:

• Your name

• The reason why you are away from the phone

• Your Social Security Number

• Your number

• All of the above

15. What will happen if you waffle, mumble or speak generically to your listener?

Answers:

• The message may not be understood correctly, and confusion may occur.

• He or she will lose attention and generally reflect poorly on the caller.

• You make the job of communication harder for both of you.

• They will probably have to call you back to clarify what is expected.

• All of the above

16. You have been given charge of handling all the incoming calls in your office, but the calls are
coming in too fast. What should you do?

Answers:

• Take the calls after a delay, during which time some disappear, so that you spread them out more.

• Ask your co-worker to handle the calls while you go for a long lunch.
• Set the phone to record all incoming calls, so you can deal with them later.

• Discuss the problem with your supervisor.

17. Why is it not advisable to take your cell phone into an important business meeting?

Answers:

• It is rude if it rings and you are with a client or it rings during an important company meeting,
especially if you answer it.

• Someone else may need to use your phone in the office, and if you take it in, he or she won’t have
it.

• The opposite is true — never be more than 5 paces from your phone, and always keep it on.

• None of the above

18. Why is it always good to particularize your intention behind the call?

Answers:

• It makes the communication clear, and is polite too – do not assume the receiver understands why
you are calling them and what you expect of them.

• It isn’t, and can be pedantic. It is better to assume that the listener has some degree of intelligence.

• Let the caller make assumptions, otherwise it would be rude to specify details.

• It shows them you are the boss.

19. You have to call up senior executives of your company in different countries to inform them of the
proposed date of an international sales conference. What is the best time to call them up?
Answers:

• During your office hours.

• During the call recipient’s office hours.

• Between 9:00 A.M. and 5:00 P.M.

• After your office hours.

20. Which of the following is considered polite if you have an interruption while speaking to a caller?

Answers:

• Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?

• Wait 5 minutes, will you.

• Got to go — I’ll call you back later.

• Wait there, I’ll back.

21. How do you speak to someone in a business relationship whom you do not know well?

Answers:

• Try and discuss personal matters as it will help you to get to know them — ask about their family,
weekends, hobbies.

• Keep the conversation polite but business-like, as professionalism is important at all times, until you
know them better.

• A combination of jokes and business commands.

• Grovel a little bit, so they can feel powerful in the business relationship.
22. Which of the following should be considered while leaving a voice mail message?

Answers:

• Leaving a message that is short and to the point.

• Being polite and giving a sense of what is expected in return.

• Leaving as much information as possible, relatively briefly.

• Speaking clearly and succinctly.

• All of the above

23. Which things should you keep in mind while making a call?

Answers:

• Not to have a blunt or unfriendly tone.

• Being attentive to the customer’s needs.

• Whether you are using your own full name or first name, whichever seems more polite in the
circumstances.

• Whether you are using the customer’s full name (unless you have been permitted by him to use his
first name).

• All of the above

24. How can you convey to your listener that you need to discuss sensitive issues over the phone, such
as the exchange of personal and protected information?

Answers:
• Tell them you will fax the details.

• Tell them you will email the details, although it might be by unsecured e-mail.

• Confirm with them whether it is okay to discuss such issues before discussing them.

• Avoid these discussions at all costs on the telephone.

25. What is ‘cell phone tag’?

Answers:

• A playground game where kids chase each other and ‘tag’ the next person who then chases the
other kids.

• A series of missed calls between two people, whether calls are returned but again the person is not
available, are said to be ‘playing cell phone tag.’

• The price tag on a cell phone in a shop, whether used or new.

• The chip inside the phone that can be replaced, or transferred between compatible networks.

26. In the event that you reach a secretary when making a business call (instead of the voice mail of
the person you are calling) how should you address the receiver?

Answers:

• Ask for the person you are calling, but refuse to give your name.

• Ask for your party’s extension without offering any other information, and seem reluctant if asked.

• Ask for the person you are calling and state your name.

• Ask for the person you are calling and state your name and the purpose of your call.
27. Why should you generally not answer your business phone on the first ring?

Answers:

• It is considered rude.

• You don’t look busy enough.

• It can catch the caller off-guard.

• You should let the phone ring through to your voice mail so you can talk at a time convenient to you.

• None of the above

28. At what time during the day should you try not to make business calls?

Answers:

• 7 a.m. to 9 a.m.

• 7 p.m. to midnight

• 1 p.m. to 3 p.m.

• 3 p.m. to 5 p.m.

• a and b

29. Which of the following is the most polite and most sensible way of handling your cell phone, when
at a public performance?

Answers:

• Turn the phone off as a rule, followed by ‘silent mode’ if really necessary.

• Place on ‘silent,’ even if you don’t expect any calls, as you may have to answer one.
• Keep the phone on, but the volume turned down.

• Leave your phone at home.

30. Why is it not a good idea to always leave a lengthy voicemail message?

Answers:

• The message can be truncated, and therefore not communicated properly.

• The message may experience a long delay in reaching its destination.

• Part of the message may become scrambled and be harder to hear

• There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone
recording technology.

• All of the above

31. Which of the following is a good idea to keep with you at all times on the phone?

Answers:

• Your lunch

• A pen and some paper

• Safety pins or staples

• An additional caller to overhear the call

• All of the above

32. Which of the following sentences are appropriate when you are asking for somebody on the
phone?

Answers:

• Yo, Mr. Jones

• Hello, could you please connect me to Mr. Jones?

• Get me Mr. Jones, please

• Good morning, I was wondering if I could speak to Mr. Jones?

• b and d

33. What does ‘screening your calls’ mean?

Answers:

• Choosing which calls to answer, and which not to answer, based on the name or number (or absence
of a number) that shows up when about to receive the call.

• Applying a safety cover to your cell phone, often a transparent plastic cover called a ‘screen’.

• Making a list of all the calls you’ve received in the last month, in order to calculate if your cell phone
bill is accurate or not.

• Deleting all the missed calls, received calls and dialled numbers from your cell phone.

34. From the list below, which are the most important techniques for a positive telephone exchange?

Answers:

• Speaking clearly and politely throughout the exchange and dealing succinctly with the business
concern.
• A friendly start to the call, getting the information across as rapidly as possible, followed by making
sure the information is accurate as a secondary concern.

• Trying to get through the call and onto the next user.

• Exchanging business secrets that may or may not help each other’s company (but are good stories),
followed by dealing with the current business decision, and ending the call firmly.

35. A company employee calls the help desk of an internet service provider to report that the speed of
the internet is below the promised speed. Which of the following would be an appropriate action to
take?

Answers:

• Ask the customer for his or her social security number.

• Disagree with the customer.

• Promise that the internet speed will be double the originally promised speed.

• Hang up the call, or transfer the call without saying to where.

• None of the above

36. If your business call to someone is unexpected, what should you do?

Answers:

• Tell them the purpose of your call and ask them to call you back at their convenience

• Leave a message on the voice mail or with the receptionist and ask them to call at their convenience

• Email them and ask what the right time for calling would be

• Do call them, but first ask if they have time before proceeding with the call.
37. Which of the following is accurate in terms of how you should use your cell phone in public?

Answers:

• Talk as loudly as you like — some calls are important and more important than your surroundings.

• Use your cell phone sparingly in public, and at a low volume. People should have the option of not
listening to your call.

• If you get upset at the call, don’t feel the need to restrain from screaming into the phone or
throwing it against a wall.

• Whisper, even if the receiver cannot hear you properly, as you should never talk at a reasonable
volume, even in public.

38. When is it acceptable to use the ‘silent’ mode on your cell phone?

Answers:

• When you do not want to disturb others around you.

• When you are expecting an important call, and do not wish others to be interrupted.

• When you wish to be notified by your phone without it ringing and alerting everybody in the room,
or wherever you are.

• When you wish to attend a meeting or a public event, but still wish to know when you have been
called or received a voicemail or text message.

• All of the above

39. You are to call a patient to inform that she has Chlamydia and a script is for pickup in the
pharmacy but apparently she was not at home and a voicemail answered. What will you do?
● Leave a message that the patient has STD anyway this is an urgent case.
● Leave a message to call back. Endorse to your workmate.
● Try to call after one hour.
● Just hang up and expect the patient will just followup.