Question

Telephone Etiquette – Tips for Professional Success Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. We selected some important tips for starting and ending telephone conversations. Tips 1. Speak clearly and smile as you answer the phone. Remember: the person cannot see your face or body language; 2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone; 3. Do not eat or drink while you are on telephone duty; 4. Do not use slang words or poor language. Respond clearly with “yes” or “no” when speaking; 5. Address the caller properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name; 6. Listen to the caller and what they have to say; 7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource; 8. Always ask if you can put the caller on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up; 9. Always focus on the call. Try not to get distracted by people around you; 10. Always hang up the phone, gently. Available at: < http://officeskills.org/telephone_etiquette.html>. Access on: Jun. 29th 2018 (adapted). Considerando o texto apresentado sobre a etiqueta ao telefone, avalie as afirmações a seguir. I. Etiqueta ao telefone significa ser respeitoso com a pessoa com quem você está conversando. II. Ms. é usado antes do nome de família ou nome completo de uma mulher casada. III. Nunca pergunte se pode deixar o interlocutor aguardando na linha, pois ele poderá ficar chateado e desligar. É correto o que se afirma em Escolha uma: I e III, apenas.
I, II and III.
II, apenas.
II e III, apenas.
I, apenas.

Answer 1

I, II e III estão corretas. Primeira alternativa.