Business Admin
CU672 - Make and Receive Telephone Calls
1 – Understand how to make telephone calls
1:1 - Describe the different features of telephone systems and how to use them.
A telephone system has many different features that help us to handle and manage calls in a polite manner. * Call holding - This help us place a caller on hold so we can do another task, this could be finding what you need to help the person on the phone or getting information for another member of staff. * Call waiting – This let you know when there is call waiting on another line that wishes to speak to you, this is shown by a beeping tone or a flashing light it can also be shown by both of these. * Re-directing- This is used on a telephone systems where you need to forward on a call to another member of staff. * Answer phone – This records a messages from the caller when no one is available to take the call. * Texting messaging – This enable you to be able to send or receive a text message like a mobile phone. * Teleconferencing – This help you have more than one caller and receiver be involved in a single phone call.
1.2 - Give reasons for identifying the purpose of a call before making it.
By knowing the purpose of the call before making it, will help you sound more professional and will help you be able to get all the information you need, it is also helpful having any question you may need to asking written down and any relevant information nearby. By being organised this should help you gain all the information in one call so there shouldn’t be any need for another phone call to re ask any questions.
1.3 - Describe different ways of obtaining the names and numbers of people that need to be contacted. * If a company name is known you can search the website for their number and ring the company directly to see if they can help. * If the name is on an online phone or putting it straight into a search engine. * Ask within the company and see if anyone has
1 – Understand how to make telephone calls
1:1 - Describe the different features of telephone systems and how to use them.
A telephone system has many different features that help us to handle and manage calls in a polite manner. * Call holding - This help us place a caller on hold so we can do another task, this could be finding what you need to help the person on the phone or getting information for another member of staff. * Call waiting – This let you know when there is call waiting on another line that wishes to speak to you, this is shown by a beeping tone or a flashing light it can also be shown by both of these. * Re-directing- This is used on a telephone systems where you need to forward on a call to another member of staff. * Answer phone – This records a messages from the caller when no one is available to take the call. * Texting messaging – This enable you to be able to send or receive a text message like a mobile phone. * Teleconferencing – This help you have more than one caller and receiver be involved in a single phone call.
1.2 - Give reasons for identifying the purpose of a call before making it.
By knowing the purpose of the call before making it, will help you sound more professional and will help you be able to get all the information you need, it is also helpful having any question you may need to asking written down and any relevant information nearby. By being organised this should help you gain all the information in one call so there shouldn’t be any need for another phone call to re ask any questions.
1.3 - Describe different ways of obtaining the names and numbers of people that need to be contacted. * If a company name is known you can search the website for their number and ring the company directly to see if they can help. * If the name is on an online phone or putting it straight into a search engine. * Ask within the company and see if anyone has