Phone Skills
What should you say when you answer the phone?
"Good morning, thank you for calling [Store Name], this is [Your Name], how can I help you?"
A customer seems confused and is walking in circles. What should you do?
Politely approach them and ask, “Can I help you find something today?”
What should your desk look like?
Neat and organized.
A customer is upset. What should you do first?
Stay calm and listen.
A customer says, “This is ridiculous!” in a loud voice. What is a professional way to respond?
“I’m sorry you’re frustrated. Let’s see how I can help resolve this for you.”
How do you ask to place someone on hold?
"May I place you on hold for a moment?"
A customer is speaking another language and struggling to communicate. What do you do?
Remain calm, use gestures, speak slowly and clearly, or find a bilingual staff member if possible.
What should you do if the phone rings while helping someone?
Politely excuse yourself and answer the phone.
Someone can’t find their appointment. What do you do?
Check the schedule and help them kindly.
A customer tells you something that’s incorrect. What’s a polite way to correct them?
“Actually, I believe the correct information is…” or “Let me clarify that for you…”
What do you say to transfer a call?
"Let me transfer you to the right person."
A customer with a visual impairment asks for help shopping. What’s the correct response?
Ask how you can help and offer to guide them through the store if needed, always respectfully.
What do you do with private customer information?
Keep it confidential.
What should you do if there’s a spill near the front desk?
Report it and make sure no one gets hurt.
You are ending a conversation with a customer who asked a lot of questions. What’s a respectful way to wrap it up?
“I’m glad I could help answer your questions. Please don’t hesitate to reach out again if you need anything else.”
How do you take a message?
"Can I take a message and have them call you back?"
A customer becomes frustrated because they waited too long. How should you respond?
Apologize sincerely, thank them for their patience, and assist them as quickly and politely as possible.
When should you smile?
Always, when greeting and speaking with others.
A customer is angry about waiting. What do you say?
Apologize and explain the wait time.
A customer is being rude, but you need to stay calm. What should you say to keep things professional?
“I want to help you, and I ask that we keep this conversation respectful so I can best assist you.”
What do you say at the end of a phone call?
"Thank you for calling. Have a great day!"
A customer asks a question you’re unsure about. What’s the best way to respond professionally?
Say, “That’s a great question. Let me find out for you,” and follow up with the correct information.
What should you wear at the front desk?
Clean and professional clothing.
What do you do if you make a mistake?
Say sorry and try to fix it.
You’re very busy and another customer approaches with a question. What is a polite way to ask them to wait?
“I’ll be right with you as soon as I finish helping this customer. Thank you for your patience!”