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Unit THHCOR0051A

COMPETENCY ASSESSMENT CHECKLIST Communicate on the telephone

Telephone communication may take place in a range of different contexts
Statement including but not limited to:
office, reception area, on tour, on site, on mobile phone, with customers, with

Elements Performance Criteria Yes No Not

Respond to Calls are answered promptly, clearly and politely in
incoming telephone accordance with enterprise standards
calls Friendly assistance is offered to the caller and the
purpose of the call is accurately established
Details are repeated to caller to confirm understanding
Callers enquiries are answered or transferred promptly
to the appropriate location/person
Requests are accurately recorded and passed to the
appropriate department/person for follow up
Where appropriate, opportunities are taken to promote
enterprise products and services
Messages are accurately relayed to the nominated
person within designated timelines
Threatening or suspicious phone calls are promptly
reported to the appropriate person in accordance with
enterprise procedures
Make telephone Correct telephone numbers are obtained
Purpose of the call is clearly established prior to calling
Equipment is used correctly to establish contact
Names, company and reason for calling is clearly
Telephone manner is polite and courteous at all times
THHCOR0051A Communicate on the Telephone

Instruction for Written Test: Write the response to each question in the answer booklet provided.

Instruction for Oral Test: Ask the candidate the following questions and indicate whether the
answer provided is satisfactory or unsatisfactory.

1. Which of the following should NOT be requested when taking a message?

A. Name of person being called
B. Name of caller
C. Gender of caller
D. Time and date of call
Answer: C

2. A caller wishes to be transferred to Room 302. What is the MOST appropriate way of carrying out
this procedure?

A. Acknowledge the caller's request then transfer the call immediately

B. Ask the caller to hold then take the caller's name and telephone number
C. Ask the caller for the guest's name, find out if the guest wishes to speak to the caller
D. Tell the caller that the guest is unavailable and ask him/her to call back
Answer: C

3. In which section of the telephone directory would one find a listing of government institutions?
A. Alpha-listing for Urban Area
B. Alpha-listing for Rural Area
C. Blue Pages
D. Yellow Pages
Answer: C

4. A call that allows the caller to speak to anyone who answers the telephone is known as

A. person to person
B. collect
C. credit card
D. station to station
Answer: D

5. As an employee of a prominent resort, outline the details of how you could use the telephone to
increase revenue for your organization.

Be prepared when using the telephone:

Know as much as possible about the organization and its products and services, your job
and where appropriate, the customers
Ensure you have all the tools necessary to serve the customers. This allows you to deliver
quality information and services while satisfying customers needs and expectation.

Think First Then Speak: Plan your message, everything - from greetings to closing
statements. Know what you want and need to say. Avoid unnecessary details and

Listen Carefully and Respond Appropriately: Listen to key elements of a verbal

communication on the telephone. This can determine the success of business over the

Speak Clearly: By pronouncing clearly and correctly you increase the possibility that your
customer will accurately receive your intended message.
Failure to use good diction could increase or decrease customer comprehension of your
message and be interpreted as a sign that you are lazy, unprofessional or lack

Use Correct Grammar: Good grammar helps project a positive, competent image. Failure
to apply good grammar in communication maybe perceived as lazy/uneducated. Bear in
mind that customers form an image of you and the company you represent simply by

6. Suggest SIX (6) ways in which one can project a more positive image over the telephone.
Speak clearly
Don't interrupt
Adjust volume
Listen actively
Pause occasionally
Smile as you speak
Use voice fluctation
Conclude calls professionally

7. When leaving a message on voice mail, what information should you provide?
Name of caller
Name of company calling
Reason for calling
Time available to accept returned call

8. Outline the process for effectively placing a caller on hold.

Request permission before transferring call
If caller agrees, follow by responding
Reconnect if you accidentally disconnected the caller.

Once you have successfully reached the intended person on the phone, announce the call
by saying - Their name, department etc.

If the person responds yes - connect the caller

9. List SIX (6) techniques for effectively using the telephone to contribute to a good customer
service environment.
speaking clearly, smiling, pausing frequently, eliminating distractions, vocal variety,
correct grammar, adjusting volume, adjust rate of speech, speaking in a conversational

10. (a) When transferring calls, what should you avoid doing?
(b) Why?
a) Transferring the caller from one person to the next
Placing the caller on an endless hold
Not keeping the caller informed about the progress of a call if individual to which call is
made is not readily available.
b) This frustrates the caller, poor etiquette