Telephone Etiquette
How soon should you answer the phone in a business setting?
Within three rings
What basic information should you include in every voicemail?
Your name and phone number
What should you do if there’s a sudden interruption while on a call?
Apologize and ask for a brief moment to resolve it
What is a polite way to end a call after the conversation is complete?
Thank the person and say goodbye
What common mistake can make you sound disinterested on a call?
Not paying full attention or multitasking
What should you avoid doing while answering a business call?
Using casual language or slang
How long should a voicemail be to remain professional?
20-30 seconds
Why should you avoid multitasking during a phone conversation?
It can make you sound distracted or disinterested
Why is it important to confirm any follow-up actions before ending a call?
To ensure both parties know what happens next
Why is it unprofessional to answer a call without introducing yourself?
It confuses the caller and appears impersonal
Why should you avoid eating or chewing gum while on the phone?
It creates an unprofessional sound
Why is it important to be clear and concise in your voicemail?
To ensure that the recipient hears and understands your message
How should you handle background noise during a phone call?
Move to a quieter location or mute when not speaking, apologize for any inconvenience during the call
What should you avoid saying when ending a call with a client or colleague?
Rushing the goodbye or abruptly hanging up
What is the mistake of leaving too much or too little information in a voicemail?
The recipient may not understand your message or know how to respond
When speaking on the phone, why is maintaining a friendly tone important even if the caller cannot see you?
The tone affects how the message is received
If your message requires a lot of detail, what is a better option than leaving a long voicemail?
Ask for a callback to discuss further
It helps you stay focused and remember key information
How should you handle an extended call when you need to go?
Politely explain you need to wrap up and summarize the next steps
What is a common mistake example we gave on the slide?
Any of these:
Starting the call in a negative way
Not introducing yourself
Having a clear and concise answer is important
Avoid projecting an uncertain voice or sounding overly aggressive
Being the only one who talks
Not having a clear goal
Not anticipating possible objections
Not keeping control of time during a call
Not summarizing key points of the call
What should you do if the caller’s question is beyond your knowledge?
Ask to rephrase the question in a polite tone
When leaving a voicemail, what is the best way to close the message?
Thank the person for their time and confirm the next steps
How can you ensure that both parties are on the same page during a phone call?
Recap key points and clarify any misunderstandings
What is a good phrase to use when closing a business call to leave a positive impression?
"It was great speaking with you", "Have a wonderful day," "Thank you so much for your time"
What is a critical mistake people make when ending calls with clients?
Failing to confirm details or next steps