Page 138 - Receptionist

Quiz and Drill for “Phone Handling and Taking Messages” (open book):

1. Why do we have this procedure? What would happen if we all did not follow it
the same?
2. Role play with your trainer using pretend objects as phones and a piece of paper
with pretend lines on hold:
a. Answering the phone
b. Handling multiple phone lines while pushing the pretend buttons
c. Answering the phone and putting someone immediately on hold.
d. Picking up a line on hold
3. What do you do if the client asked you a weird question like, “Do you sell cat
diapers?”. Hint: First show genuine concern. Then what? Why? How does
this help YOU?
4. What if this unusual question was from a new client or marketing reach?
Explain exactly what you would do and why. How long do you have? Why?
5. Using a cell phone with your trainer answer the call, put them on hold, and pick
up the on hold as if they were a client. Transfer the call to another actual staff
member in the building until they pick up with the trainer on the cell phone.
6. Page overhead something you may need to page as a receptionist….Using our
actual phones and paging but saying “Cancel” immediately after.
7. Page overhead for a pretend appointment…but use “Dr. Johnson”. Then say
“cancel”.
8. Using a pretend call with pretend objects as phones and an actual message pad
take a phone message. Demonstrate out loud how you would get this message
to the right staff member (paging) and when (immediately).
9. As a receptionist, do you leave the reception area? Why or why not?

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