Business Services

Test your knowledge

Why is it essential to understand body language when communicating with someone?
1. To enable effective communication
2. To greet callers appropriately
3. To understand open questions
4. To be able to reflect on what is being said
Which of the following is an example of written communication?
1. Responding to an email
2. Listening to your voice mail
3. Receiving a telephone message
4. Receiving an intranet message
Which of the following is an example of good telephone technique?
1. Having an informal discussion with the caller
2. Giving out personal information about employees
3. Speaking in a clear tone when answering enquiries
4. Letting the phone ring for a minute before answering it
When is a letter of adjustment sent?
1. To describe a situation of unsatisfactory service
2. To briefly describe what is being sent
3. To confirm details already agreed upon
4. To reply to a letter of complaint
A caller asks to speak to the manager of the business. The receptionist asks for the person’s name and tells the manager who it is before putting the call through. Which of the following telephone techniques is this an example of?
1. Transferring a call
2. Screening a call
3. Managing a call
4. Putting a caller on hold

	True	False
6. An apostrophe at the beginning and the end of a sentence indicates direct speech.
7. If you wanted to inform a company of their poor service, you would write a letter of adjustment.
8. A covering letter would be included in the envelope if a business were sending out its latest brochure to a new client.
9. When making a phone call to a business, it is important to introduce yourself.
10. When several phone calls arrive at once, most of the calls should be put on hold and dealt with one at a time.