Busines and Administration Level 2 Unit 2 Assessment
Unit two: Principles of providing administrative services Assessment
Section 1 – Understand how to make and receive telephone calls
1. Complete the table below with descriptions of at least two different features of a telephone system and how/when they would be used.
Feature How / when used
Answer phone Answer phone is used when there is nobody on the end of the line to take the call it is used to leave a message for the person you are calling.
Call back Call back is used to redial an engaged telephone number or extension automatically when the line becomes available.
2. Prepare a brief report advising people on: How to follow organisational procedures when making and receiving telephone calls, The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
How to use the telephone system - When making calls - Always have the clients information on the screen before calling and the correct job number and details for the call. Plan the call before starting it. Use the right tone of voice and have a positive outlook in your mind. When the call is answered always identify yourself and the company and ask who you are speaking to. Smile whilst talking. If you are not talking to the correct person ask for them. Clearly explain the reason for calling and ask them to confirm their details as per Data Protection Act. Get the job booked in and confirm date and job number back to customer. Thank the customer for their time and ask if there is anything else you can help them with. When receiving calls - Always endeavour to answer within a specified time limit and greet the caller with the personalised greeting that includes your name and ends with a ‘how can I help you today?’ Actively listen to their request
Section 1 – Understand how to make and receive telephone calls
1. Complete the table below with descriptions of at least two different features of a telephone system and how/when they would be used.
Feature How / when used
Answer phone Answer phone is used when there is nobody on the end of the line to take the call it is used to leave a message for the person you are calling.
Call back Call back is used to redial an engaged telephone number or extension automatically when the line becomes available.
2. Prepare a brief report advising people on: How to follow organisational procedures when making and receiving telephone calls, The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
How to use the telephone system - When making calls - Always have the clients information on the screen before calling and the correct job number and details for the call. Plan the call before starting it. Use the right tone of voice and have a positive outlook in your mind. When the call is answered always identify yourself and the company and ask who you are speaking to. Smile whilst talking. If you are not talking to the correct person ask for them. Clearly explain the reason for calling and ask them to confirm their details as per Data Protection Act. Get the job booked in and confirm date and job number back to customer. Thank the customer for their time and ask if there is anything else you can help them with. When receiving calls - Always endeavour to answer within a specified time limit and greet the caller with the personalised greeting that includes your name and ends with a ‘how can I help you today?’ Actively listen to their request