Receptionist Training Assessment

What is your full name

You are answering a call for Peter’s Automotive in the morning, how would you answer the call?

How quickly should you answer an incoming call?

On the 3rd ring

On the first or second ring

As long as it gets answered before they hang up it is fine

Describe what you would do if you were on a call, and another call started ringing?

When should you repeat back the phone number to the caller?

As they say it, to be sure you are writing it down correctly.

If you are not sure if you got the number right you should repeat it back to be sure it is correct.

Let the caller say the whole number while you type it directly into your message, then repeat the full number and wait for them to confirm.

Why is it so important to check the phone number?

If a caller says their name is (Geoffrey/Jeffrey/Geofery) how should you confirm the spelling according to the Turn Key Training?

What should you ask for before transferring a call?

The caller’s name

The caller’s name and where they are calling from

The caller’s name and what the call is regarding

The caller’s name, where they are calling from, and what the call is regarding

How important is it to get the company name, or where the caller is from spelled correctly?

Not that important as long as the number is correct

It makes people feel awkward if you ask for spelling, so you should google it instead.

Not important when transferring as long as you can pronounce it, however when taking a message spelling should be checked with the caller.

Which of the following sentences should you keep in your ‘tool kit’ to use on most calls (tick all which apply).

What I can do for you is…..

I’m not really sure because I’m just the receptionist…

I apologise, but I am unable to assist you with that

The best person to speak to is….

I can take your details and have someone call you as soon as possible.

Let me check if he/she’s available, can I let him/her know who’s calling?

Can I take a message please?

What is ‘Sensitive Information’?

Explain why confidentiality is an important thing for a receptionist to understand in her role when speaking to various people both inside and outside of the business?

Explain how tone, pitch and tempo affects the way the caller feels, and how they interpret the words you are saying

What can you do to build rapport with the caller?

Identify with what they are saying

Match their tempo and language

Use their name

Tell them about yourself

Explain why the receptionist is sometimes referred to as the “Director of First Impressions”

Do you think the receptionist can affect the sales of the business? Explain why or why not.

If a second call starts ringing while you are in the middle of a conversation what should you do?

Wait for a polite break in the conversation, then ask your caller if you can put them on hold to take the other call.

Wait and see if someone else will pick up the call, and if they don’t then you can ask your caller to hold the line while you answer it.

It is rude to put callers on hold but if you have to you should ask their permission and explain why

Pretend you are going to find someone to help your caller, and while they are on hold, answer the second call.

Interrupt the current caller with “Please hold” and pick up the second call with “Welcome to xyz, hold the line please” then go back to the first call and apologise.

What should you say to a caller if you don’t know the answers to their questions or who to put them through to?

Why is it important to SMILE when you are speaking on the phone?

You work for Private Dental located at 1 Private Way, Sydney 02 9999 1111. Your boss has asked you to call Michael Smith, a patient who is booked in for 10am next Tuesday, 4th March and confirm the appointment. Please call him on 02 9056 5071 and leave a voice mail. (This will come to me for marking – note there are no confidentiality conflicts so ensure the voicemail provides Michael with clear instructions)

I have left a voicemail for Michael confirming his appointment

Remember to leave sufficient details for Michael so he knows who you are, where you are calling from, the reason for your call and how to contact you if he needs to.

What is your email address for us to send your feedback and course certificate to?

You will receive feedback by email within 7 days. You must achieve 100% in order to be issued with the certificate of completion for the Turn Key Receptionist – Telephone Skills training course.