Title: Demonstrate the handling of incoming and outgoing telephone calls.
Course: Marketing Exploration (12160-36) > Section: Communicating in the Workplace

Demonstration should include the following:

- Using a pleasant voice and clear enunciation
- Using an appropriate greeting
- Identifying the business name
- Identifying the name of the caller
- Stating the purpose of the call
- Expressing appreciation for the responder's assistance, cooperation, or time
- Documenting the call
- Being prepared to take a message
- Following up with the customer, if necessary

Process/Skill Questions:

- How does the way a phone call is handled affect a business?
- How and why should a person prepare before making a business telephone call?
- Why is it important to keep business telephone calls brief?
- How is voice mail used? What is a reasonable amount of time to wait before replying to a voice mail message?
- Why is it important to document the details of a telephone call/conversation?
- Why is customer follow-up important?