PPT 1

Question 1

Importance of Personality

Answer 1

Helpful for managing people and understanding yourself.

Question 2

Importance of Personality Testing

Answer 2

-A way to categorize different characteristics and traits
-Help learn more about others
-Used for self-reflection and understanding

Question 3

A. Job Placement

Answer 3

Requires specific characteristics and personality types for placement purposes

Question 4

B. Group Interaction

Answer 4

Team can learn more about each other to work through differences

Question 5

C. Self-reflection

Answer 5

Can be used for self-reflection and understanding, and encourage self-awareness

Question 6

Prompt Answering

Answer 6

You should pick up after two rings, where the caller is most attentive

Question 7

Returning Voicemails

Answer 7

Be prompt and attentive to return voicemails once they are received

Question 8

Gathering Information

Answer 8

There are times when a caller gives information that is required to be written down

Question 9

Verifying Information

Answer 9

It is important to verify and cross-check the information we receive on calls

Question 10

Holding calls

Answer 10

Always take permission when placing a call on hold

Question 11

Being Pleasant

Answer 11

Be pleasant to all callers when receiving calls

Question 12

Staying Organized

Answer 12

It is important to stay organized in a front office to avoid very bad impressions

Question 13

Thanking the Caller

Answer 13

Thank the caller for calling, no matter how rude or impatient they might be

Question 14

Do’s in Call Handling

Answer 14

1. Pick up the phone in less than 4 rings
2. Always use positive greeting
3. Smiling is important before placing a call
4. Speak in a clear tone
5. Ask permission before giving an option to leave a voicemail message
6. Thank the caller
7. Listen to them without interruptions
8. Always state your name before asking what the call is for
9. Always return phone calls if a return call is promised
10. Inform the person on the other end before transferring a call if necessary
11. Confirm that the person to whom the call is being transferred to is available

Question 15

Don’ts in Call Handling

Answer 15

1. Never answer on the first ring
2. Never leave a line open, place the person on hold
3. Never say the words “I don’t know, instead say “I’ll check on that for you”
4. Never say anything that can be taken as rudeness
5. It is never acceptable to argue with a caller
6. Do not hang up the phone without positive closure