During the course of your work, you answer a telephone call from an angry customer who has a lot to say. How should you deal with the situation?

In the event that you reach a secretary when making a business call (instead of the voice mail of the person you are calling) how should you address the receiver?

Why is it always good to particularize your intention behind the call?

Which information is not necessary for you to leave on your personal voicemail message?

Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?

From the list below, which are the most important techniques for a positive telephone exchange?

If your phone rings in the middle of a meeting you should:

When calling a company you should:

If you have to spend a large amount of time trying to help a customer only to find it has to go to another department, should you cold transfer the call and let them re-explain the situation or warm transfer and tell the other department what you've found thus far before connecting the customer?

If company policy dictates that only a certain group of people are able to complete certain actions, but you know how to do it and the customer is growing impatient, should you help them anyway?

When you successfully transfer a call, you should: