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Observations: The
student (receptionist)...... |
Excellent |
Good |
Not
Passing |
SCORE |
| |
3 |
2 |
1 |
|
| Answers the phone
promptly, |
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| Uses a pleasant
voice. (Puts a smile in his/her voice.) |
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| Answers by
saying the name of the business, then
his / her full name |
|
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| Actively listens to
the caller (uses verbal sounds such as ah-ha
for active listen) |
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| Asks caller for appropriate
information (name, company, telephone number, etc.) and asks for
spelling to record information correctly. |
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| Finds
the person the caller wants, directs the call
to voice mail or takes a message. |
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| Repeats back the
information to make sure he / she has recorded
it correctly. |
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| Speaks at the appropriate volume |
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| Has clear pronunciation with very little
hesitation |
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| Uses appropriate grammar with few errors |
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Says “Goodbye” and
waits for the caller to hang up the phone
before he / she hangs
up the receiver.
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FINAL SCORE
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