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- 1. Multiple Choice
A good telephone voice...
...is soft and relaxing.
...is the same as your normal speaking voice.
...is confident and clear.
...has no emotion.
- 2. Multiple Choice
Which one is correct?
Hello, Everbright Bank, it's Weiming. How can I help you?
Hello, Everbright Bank, this is Weiming. How can I help you?
Hello, this is Weiming from Everbright Bank. How can I help you?
Hello, Everbright Bank, it's Weiming. What do you want?
- 3. Multiple Choice
When you make a call, after you say your name, it's a good idea to...
...always ask how the other speaker is feeling.
...take a few moments to think about what you are going to say.
...say why you are calling.
...yawn and hang up.
- 4. Multiple Choice
Which is the politest question?
I'm calling because I want to talk to you about opening an account.
I'm calling because I need to talk to you about opening an account.
I'm calling because I would like to talk to you about opening an account.
I'm calling because I want you to give me information about opening an account.
- 5. Multiple Choice
A good way to transition between small talk and important information is:
I don't care how you are feeling. Just tell me about...
That's great. Look, I'm just calling to talk to you about...
Now I want to talk about something serious.
That's lovely. Now, let's move on to talk about...
- 6. Multiple Choice
To control a conversation you can...
...ask the speaker to speak slowly and clearly.
...interrupt politely and ask the speaker to clarify.
...make sure you confirm important information at the end.
All of these are true
- 7. Multiple Choice
If there is silence on a phone call, something you can say is:
Is anybody there?
Okay, is there anything else I can help you with?
Hello, can you hear me?
I'm going to hang up now.
- 8. Multiple Choice
A polite way to end a call is:
Well, I think that's about all. I hope to speak again soon.
Okay. Goodbye.
That was great and I can't wait to speak to you again soon.
I've had enough and I'm hanging up now.
- 9. Multiple Choice
When you take a message:
Communicate that you will make sure you will give the message to the recipient
Take all relevant information, including name and number
Find out if the call is urgent
All of these are true
- 10. Multiple Choice
If you are speaking to someone who is angry or upset...
...show empathy to help calm them down.
...ask them to explain why they are angry.
Both of these are true
Neither of these are true
- 11. Multiple Choice
It's good to communicate by phone instead of email when...
...the information is emotional or sensitive.
...you need to speak to someone overseas.
...you are angry about something.
- 12. Multiple Choice
If you are making an important phone call, you should prepare what you are going to say.
Yes
No
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