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Student / Teacher Rubric for Telephone Role Play
 

Student (Caller)____________________________ Student (Receptionist)____________________________

Date: _____________________ Observer's Name:___________________________________________

Telephone Skill: __________________________________

Observations: As you observe the "receptionist", did the student... No Yes
Answers the phone promptly,    
Uses a pleasant voice. (Put a smile in his/her voice.)    
Answers by saying the name of the business, then his / her full name    
Actively listens to the caller (uses verbal sounds such as ah-ha for active listen)    
Asks caller for appropriate information (name, company, telephone number, etc.) and asks for spelling to record information correctly.    
Finds the person the caller wants, directs the call to voice mail or takes a message.    
Repeats back the information to make sure he / she has recorded it correctly.    
Says “Goodbye” and waits for the caller to hang up the phone before he / she hangs up the  receiver.
 
    
Score or Points
    

Additional Comments: ______________________________________________________________________________________________________________

 ______________________________________________________________________________________________________________

 ______________________________________________________________________________________________________________

 

 

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