NVQ Understand how to make telephone calls
Understand how to make telephone calls
1.1 - Describe the different features of telephone systems and how to use them
Hold – so that you can hear them but they can’t hear you, for example if the person you rang asked a question and you didn’t know the answer, you would put them on hold to ask someone within the business.
1.2 - Give reasons for identifying the purpose of a call before making it
To understand the purpose of the phone call will make it so that you know what you are talking to the person about.
I.E. if I had a relevant job for a specific candidate, I wouldn’t speak to them about something that was completely irrelevant to their skill set.
1.3 - Describe different ways of obtaining the names and numbers of people that need to be contacted
Database
The internet
CV’s
Job boards
Websites
Social media
1.4 - Describe how to use a telephone system to make contact with people inside and outside an organisation
To contact someone from outside the business (ringing out) you would put 9 before a telephone number. E.G 902476 ……
To ring someone internally, you would press R on the telephone handset before typing in their personal line number. E.G R21
1.5 - Explain the purpose of giving a positive image of self and own organisation
The main purpose of giving a positive image of self and own organisation is so that the person you are conversing with (client) wants to work with you. You need to sound positive and know what you are making the phone call about so that you sound professional.
1.6 - Explain the purpose of summarising the outcomes of a telephone conversation before ending the call
The purpose of summarising a telephone conversation before ending the call is so that no information in the conversation was misunderstood or even miscommunicated and to make sure that the receiver of the call is fully aware about what you are / were conversing with them about.
1.7 - Describe how to identify problems and who to refer them
1.1 - Describe the different features of telephone systems and how to use them
Hold – so that you can hear them but they can’t hear you, for example if the person you rang asked a question and you didn’t know the answer, you would put them on hold to ask someone within the business.
1.2 - Give reasons for identifying the purpose of a call before making it
To understand the purpose of the phone call will make it so that you know what you are talking to the person about.
I.E. if I had a relevant job for a specific candidate, I wouldn’t speak to them about something that was completely irrelevant to their skill set.
1.3 - Describe different ways of obtaining the names and numbers of people that need to be contacted
Database
The internet
CV’s
Job boards
Websites
Social media
1.4 - Describe how to use a telephone system to make contact with people inside and outside an organisation
To contact someone from outside the business (ringing out) you would put 9 before a telephone number. E.G 902476 ……
To ring someone internally, you would press R on the telephone handset before typing in their personal line number. E.G R21
1.5 - Explain the purpose of giving a positive image of self and own organisation
The main purpose of giving a positive image of self and own organisation is so that the person you are conversing with (client) wants to work with you. You need to sound positive and know what you are making the phone call about so that you sound professional.
1.6 - Explain the purpose of summarising the outcomes of a telephone conversation before ending the call
The purpose of summarising a telephone conversation before ending the call is so that no information in the conversation was misunderstood or even miscommunicated and to make sure that the receiver of the call is fully aware about what you are / were conversing with them about.
1.7 - Describe how to identify problems and who to refer them