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1: Jeremy is a sales representative at Icon International. Throughout the day, he receives phone calls from clients, partners, and other employees at Icon International. He must apply the correct communication etiquette to ensure proper handling of these calls.

Jeremy receives a call from Mike who works for Eastern Industries. Select the statement that he can use for answering the call.

  1. Good morning. Icon Sales department, Jeremy speaking.

  2. Hello. You’ve reached the sales department. How can I help you?

  3. Good morning. This is Jeremy. What can I do for you?

  4. Good morning. How can I help you?

Icon has sent a shipment of the operating system’s upgrade to Eastern Industries without the copies of invoices. Mike needs the invoices of the shipment as soon as possible.

Review the statements and select the proper response that Jeremy could have used.

  1. I can probably get you another invoice in the mail. I can’t send it until the end of the day, though.

  2. Barring any catastrophe, we shouldn’t have any problems sending those.

  3. We’ll send another copy of the invoice to you. I’ll have it in the mail by the end of the day.

2: What is the purpose of finding common ground with a caller?
  1. To show that you and the caller have a lot in common

  2. To make the caller feel like you’re a friend

  3. To demonstrate that you’re working toward mutual goals

  4. To display extra courtesy for the caller

3: You are a sales representative for Icon International. You receive a phone call from Susan, an auditor. She needs to talk to someone in the audit department about the audit she did for Icon the previous month.

Which statement can you use to inform her that she is talking to the wrong person?

  1. I’m probably not the person you want to talk to. Do you want me to transfer you to someone in Accounting?

  2. The operator must have connected you with the Sales department by accident. I can transfer you, give you the number, or have someone call you, if you’d like.

  3. I’m afraid I won’t be much help, this is Sales. The switchboard operator probably connected you to me by accident.

  4. I’m sorry. This is the Sales department. You’ll need to talk to someone in Accounting.

4: Watch the movie and then answer the following:

How did the sales representative put the caller on hold without offending him?



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