Phone Finesse
Email Etiquette
First Impressions
VIP Vibes
Communication Cues
100

What’s the first thing you should do when answering the phone?

Greet the caller with a friendly tone and introduce yourself and your company.

100

 What’s a professional way to start an email?

Dear [Name], or Hello [Name],

100

Most important factor in a first impression?

Tone of voice and professionalism.

100

What does VIP stand for?

Very Important Person.

100

What tone does an all-caps email suggest?

Angry or frustrated.

200

True or False: It’s okay to put a customer on hold without asking.

False. Always ask permission

200

What should go in the subject line?

A brief summary of the email’s purpose.

200

What to do when greeting someone?

  • Smile, use their name, and sound welcoming.


200

Why is personalization important?

It shows customers they are not just a number.

200

Why is active listening important?

It helps you fully understand needs.

300

What is the ideal number of rings before answering?

By the 5th ring

300

True or False: Emojis are always okay in business emails.

False. Use them sparingly and appropriately.

300

A new submission comes in. What’s next?

Within 5 minutes call them and try to get them scheduled the same day for a bid. 

300

What is the best way to make sure customer preferences are clear?

Red note, yellow notes and/or scheduling note

300

Spot the issue: “Hey, I’ll get to this when I can. Chill.”

Unprofessional and dismissive tone.

400

What’s a professional way to respond when you don’t know an answer?

Let me find that out for you and get back to you shortly.

400

How to avoid sounding rude in a short email?

Use polite language, include a greeting and closing.

400

Two ways to make a customer feel valued?

Use their name and actively listen.

400

How does Western show appreciation for its customers?

Thank you cards, gift cards for referrals, dog baskets, and send recovery gifts. 
400

One non-verbal communication cue?

Body language or tone of voice.

500

A customer is upset. What’s your first step?

Listen calmly, acknowledge their feelings, and reassure them you’ll help.

500

Fix this sign-off: “Thx, -J”

Thank you, [Your Full Name]

500

 Customer walks in while you’re on the phone. What do you do?

Smile and gesture "one moment," greet them ASAP.

500

Biggest mistake in treating customers like VIPs?

Being inconsistent or insincere.

500

Customer says, “This is the third time I’ve called.” What do you say?

I’m sorry you’ve had to follow up—let’s get this resolved now.