Answer Key
Telephoning – Comprehension Check
You have already passed this section on 2015-02-27 at 9:09.
- Expressions and phrases such as "uh huh", "um", "like" or "you know" are called [fillers]
Don't use slang or jargon. Instead of saying, "OK", or "No problem", for instance, say "Certainly", "Very well", or "All right". If you're a person who uses fillers when you speak, such as "uh huh", "um", or phrases such as "like" or "you know", train yourself carefully not to use these when you speak on the phone. - There is a grammar mistake in this sentence: “Speak slowly and clearly when answering the phone, so your caller can understand you easy.” Which of the options has the mistake? [so your caller can understand you easy]
Speak slowly and clearly when answering the phone, so your caller can understand you easily. - “Phone answering skills are CRITICAL for businesses.” means the skills are [very important]
critical - of decisive importance; very important - The text advises UPDATING your answering machine message as needed. What should you do? [keep the information in the message relevant]
to update – bring up to date by making corrections or adding new information - If a caller is put ON HOLD it means [he will be waiting]
on hold – waiting - Which of the options best completes this sentence? “Your voice at the end of the telephone line is sometimes the only impression of your company...” [a caller will get.]
Your voice at the end of the telephone line is sometimes the only impression of your company a caller will get. - The text advises you should “make sure the message gets to the INTENDED recipient.” Who is it? [the person for whom the message is]
intended – planned; designed - There is a grammar mistake in this sentence: “Train everyone different who answers the phone to answer the same way.” Which of the options has the mistake? [Train everyone different]
Train everyone else who answers the phone to answer the same way - Which of the options best completes this advice from the article? “Answer all incoming phone calls before...” [the third ring.]
Answer all incoming phone calls before the third ring. - Which of the options would be a better idea to say when speaking on the phone instead of "I don't know"? ["Let me find out about that for you."]
Train your voice and vocabulary to be positive when speaking on the phone, even on a "down" day. For example, rather than saying, "I don't know", say, "Let me find out about that for you."