NVQ2 Assessment 2
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.
Feature
How / when used
1. Answerphone
It could be usually access by pressing number 1. It enables to access messages left to us by others.
2. Secrecy button
By pressing secrecy button. The caller cannot hear what I am saying but I can still hear them
2. Prepare a brief report advising people on:
How to follow organisational procedures when making and receiving telephone calls
The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.
If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
Businesses have policies how to answer and make call. When receiving call we might wait for certain number of rings to answer the call, we should answer it by introducing the company name and my name. We should identify the caller’s name and his needs. We would give the caller the best help as we can. We might answers colleague’s extensions if they are not answering.
When making call we should plan this ahead. We could list the questions we would like to ask. When making call we should identify ourselves – who we are, what company we are calling from. We can ask for clarification if we are not sure or did not hear what was said on the phone. If we are ringing to provide information we should provide them in a logical order. We should use appropriate tone of voice regarding to situation we are calling about.
How we answer the phone affects the image of business we are working for. A caller can have positive or negative experience which can lead to gaining or losing customers.
A positive message can be created by having a positive frame in mind, clearly identifying myself and company, identifying the caller and
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Feature
How / when used
1. Answerphone
It could be usually access by pressing number 1. It enables to access messages left to us by others.
2. Secrecy button
By pressing secrecy button. The caller cannot hear what I am saying but I can still hear them
2. Prepare a brief report advising people on:
How to follow organisational procedures when making and receiving telephone calls
The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.
If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
Businesses have policies how to answer and make call. When receiving call we might wait for certain number of rings to answer the call, we should answer it by introducing the company name and my name. We should identify the caller’s name and his needs. We would give the caller the best help as we can. We might answers colleague’s extensions if they are not answering.
When making call we should plan this ahead. We could list the questions we would like to ask. When making call we should identify ourselves – who we are, what company we are calling from. We can ask for clarification if we are not sure or did not hear what was said on the phone. If we are ringing to provide information we should provide them in a logical order. We should use appropriate tone of voice regarding to situation we are calling about.
How we answer the phone affects the image of business we are working for. A caller can have positive or negative experience which can lead to gaining or losing customers.
A positive message can be created by having a positive frame in mind, clearly identifying myself and company, identifying the caller and