Section 1 – Understand how to make and receive telephone calls
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
How / when used
Conference calls make it possible to speak to multiple people simultaneously. This is extremely useful when the people required to be involved in the call are based all around the country.
2. Call back
Call waiting is extremely useful when you are waiting for an important call. When taking a call from one person, this feature alerts you if another person is trying to get through.
3. Answer phone
An answer phone gives people the ability to leave a message for someone unavailable to take a call.
2. Prepare a brief report advising people on:
How to follow organisational procedures when making and receiving telephone calls
Confirm the name and number of the person to be contacted. 2.
Identify the purpose of the call.
Have a pen/pencil and some paper at the ready, to take down any relevant information including recording the time and date of the call. 4.
Make the call.
Ensuring you have a polite tone and without speaking too quickly inform the recipient who you are and tell them the purpose of your call. 6.
Communicate information to achieve the purpose of the call.
Do not let the phone ring too long (ideally answer within 2 rings). 2.
Always have a pen/pencil and some paper to take down the callers details and any relevant information including recording the time and date of the call. 3.
Greet the caller according to the company guidelines (hello, company name, your name speaking, how can I help etc) 4.
If the person the caller would like to speak to is unavailable be sure to take down the caller’s details and a brief description of what the caller wants.
The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.
Whilst on the phone you are representing the company. This could be the customer or supplier’s first contact with the company and thus is extremely important to convey a positive image, and help create a good relationship. If you were to give a negative impression of the company this could impact future customer and business relationships. Sometimes received calls are complaints and a positive stance can help defuse difficult situations.
If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Incoming - If incoming mail is not checked and sorted correctly, order forms from customers may be lost, causing delays or even cancellations of orders. Invoices from suppliers may not be paid on time which could result in new stock not being delivered and orders not ready to be shipped to customers. Stamping the mail with date of receipt can help with later disputes if mail is delayed in the post.
Outgoing - If outgoing mail is not checked and sorted correctly payments to suppliers could be late leading to the supplier putting a hold on any further deliveries until payment had been made. Customers may not receive orders on time resulting in them taking their business elsewhere. It is important that mail is sent to the correct destination as errors can result in disputes over confidentiality and may ultimately result in a loss of income to the company.
2. Complete the table below with the following information:
At least two examples of internal mail services that are available to organisations •
At least two examples of external mail services that are available to organisations
Internal mail services
External mail services...
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