NVQ BUSINESS AND ADMINISTRATION LEVEL 2: MODULE 219

GCSE Miscellaneous

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

The different features of telephone systems and how to use them.

There are various different features of a telephone system of which these are some.

Call back: This enables you to automatically redial an engaged number or extension when it is free, this saves you from having to keep trying to dial that number or extension.
Call forwarding: This allows you to redirect calls from your extension to another one; on some systems, it can be set up to redirect calls to an outside number or a mobile phone if necessary.
Interrupt: This tells you that another call is waiting for you if you are on the telephone, (on most telephone systems, you hear a beep) then you can speed up your current call or arrange to telephone them back. Then answer and deal with the incoming call.
Last number redial: This automatically redials the last number that was dialled from the phone you are at.
Message waiting: A light or a beep will show you or tell you that a message is waiting for you.
On hold/reminder, call holding: On hold enables incoming calls to be held whilst the person for whom the call is for is found.

Reminder call holding lets you know that the caller is still waiting on the . telephone to speak to the correct person

Transfer: This allows you to put the incoming call to another

internal extension.

Redirect: This reroutes a transferred call, so if the 1st person whom

the caller wants to talk to is not available, then the call can be

redirected to someone else whom may be able to help the caller.

Speed dialling: This speeds up dialling by allowing you set up a

shorten programmed dialing sequence for numbers you call regularly.

Usually there are nine programmed settings on a telephone consul

that you can program.

Voicemail: This is an answering service for each person so callers

can leave a message if the person they are calling is away or

speaking to some one else on the telephone.

Those are the most common features that are usually available however; there are some others features that are not so common such as.

Call barring: this prevents users making certain types of calls (I.e.

to International numbers for instance.)

Caller display: This shows the telephone number of the person

calling.

Conference calls: These allow you to speak to more then one

person at a time on more then one extension and or telephone line at

the same time.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

Secrecy button: Pressing this button means that the caller cannot

hear you speak this is much more effective then covering the mouth

. piece with your hand

VOIP: This stands for Voice Over Internet Protocol this means that

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This is a preview of the whole essay

the same time.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

Secrecy button: Pressing this button means that the caller cannot

hear you speak this is much more effective then covering the mouth

. piece with your hand

VOIP: This stands for Voice Over Internet Protocol this means that

for free you can talk over the internet and also makes holding

conference calls that much easier; you can also using this technology to

have video conference calls. This makes physical meetings a lot less

necessary, saving companies money on travel expenses. The only

limitation on this technology is the internet bandwidth that each

company or person has available to them

Why it is important to identify the purpose of a call before you make it.

The reason for making the call should shape the way you pass on information with the person whom you are phoning, in the words you use and your tone of voice. For instance you would not give someone bad news say for instance that the product that they ordered cannot be delivered on time in the same tone of voice that you would use to tell them that the product that they ordered has arrived on time.

In addition, you should expect a different reply if you are telling someone bad news especially if there is a problem of some kind, so would you need to be prepared for that as well.

The different methods you can use to obtain the names and telephone numbers.

There are various different methods you can use to obtain names and telephone numbers. These will vary from business to business and will depend on the size of the business and whom you are trying to call.
If the business or person whom you are calling is a frequent contact then it could be in a computer database/address book, a pre programmed number in a telephone or it could be in a paper address book.
If the person whom you are calling is a customer then their telephone number will be in the computer database, customer contact list or a customer file.
If the person or business you are trying to find the telephone number for is local. You could try looking in the BT phone book or the yellow pages.

Alternatively if you have access to the internet you could try and find the telephone number online by either searching for the business web site (if it there is one) or some reference to the business that you are searching for.
On the other hand, look in the online telephone directory if you are looking for a residential telephone number.
In addition, you could telephone directory enquiries but this is will be charged to you.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

How to use telephone systems to make contact with people inside and outside your organization.

To contact someone inside the Sofa Project lift the telephone handset then key in his or her extension number.
To make an external call you first of all need an outside line. To obtain this first press 9 on the keypad then key in the area code (unless the telephone number is a local Loughborough number) then key in the telephone of the business or person that you are calling.
In medium or large sized business and you wish to make a call to a number or area that is not allowed on your extension then you need to go though your switchboard operator/ receptionist.

Why it is important to project a positive image of yourself and your organization.

Customers like places to shop or do business where they feel treated good and a place they feel they can trust. Any company can lower prices, but if you create a good image, the customers will come back to you with their business again.

Why it is important to summarize the outcomes of a telephone conversation before ending a call.

Because if you have been talking to someone for a while and especially if you are discussing various options or topics. It is very possible that you could lose track of what was decided or agreed. Summarizing the outcome of the telephone call helps overcome this. Also if you are taking down a list of items or a name, address and telephone number. Summarizing this helps reduce the possibility of mistakes, i.e. wrong address or telephone number.

How to follow your organization’s procedures when making a receiving calls.

Making phone calls

To make an internal call, press the button that corresponds to the office you wish to call. These buttons are the 12 rectangular buttons at the top of the phone. They are labelled with the place they will call. You will probably only ever need to call Rosemary (in her office) or Suzanne (in the training office).
To make external calls, lift the receiver then press “Line 3” or “9” to phone out on the secondary line (the one used for sending faxes). Then dial the phone number you want to call like you would on a normal telephone.
If the secondary line is busy and you can press “Line 1” to phone out on the main phone line. However, this will stop customers from being able to call us so should only be used if necessary.

Answering calls

Answer the phone by saying “Hello, SOFA, how may I help you?”
Most calls you answer will be from people wishing to donate furniture.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

Donations over the phone

Answer the phone by saying “Hello, SOFA, how may I help you?”
Check the area list to see if we can collect from their area. We now take donations from some areas in South Nottinghamshire.

How to identify the caller and there needs.

Ask the caller for their name and or business organisation, and then ask how you might assist them.

Why it is important to give accurate and up-to-date information to callers.

When someone telephones your organisation they have done so with the anticipation of getting their question answered promptly and professionally. Having up to date information available in a clear and concise manner will confirm in the callers mind they made a good decision, to telephone you and the organization that you work for.

Why confidentiality and security are important when dealing with

callers.

From the callers’ point of view, they want their personal details kept secure and confidential, by showing this when dealing with a caller you are showing them that you can be trusted with their personal information because they know that their details will be secure.

For your point of view, you need to keep callers personal information private and respect their privacy, or you could be liable for prosecution under the data protection act.

The types of information that could affect confidentiality and

security are important when dealing with callers.

There are various types of information that should not be disclosed to callers without being told to, some of these are:

Personal information about fellow colleagues (e.g. someone’s home address and or telephone number.
Information about other customers and or your dealings with them.
Information about the business organization’s future plans.
Financial information about the business organization that you work for.

How to identify the appropriate person to whom you should

transfer a call.

You should first find out exactly why the person is ringing and if that person wants to speak to a specific person.
If not you need to know who deals with what in your organization, so that you may transfer the call to the correct person or department.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

The information you should give when transferring calls, taking or

leaving messages.

When transferring a call.

Explain to the person whom is calling, where or to whom you are transferring the call to and why you are doing so.

When taking messages.

Write down notes on a piece of paper as you are listening, then write them out properly. This then gives you the ability to extract the correct information and then put into the correct order.
Listen carefully and be patient if a telephone caller is nervous, and ask someone who is speaking quickly or with a strange accent to repeat anything you did not hear or understand properly.
Check that you have the key facts about the person before the call is finished, i.e. there name and organisation or address, and their home telephone number and or mobile number.
Double-check any figures you are given and or information relating to dates, places and products.
Read back the message to the caller to check that you have understood the message you have been given correctly.
Write the message out promptly, make the message straight forward so that it cannot be misunderstood and include all the pertinent facts in logical order.
Be specific about days and dates and give both to be on the safe side. Do not put down today or tomorrow unless you put down the day and date as well, in case the message is read on a different day.
Always include your own name and the date and time of the telephone call.
If the message is urgent, then pass it on immediately.
If the person for whom the message is intended will be away from the office for some time, then pass the message onto your team leader/supervisor.

When leaving a message.

Speak slowly and clearly so as to enable your message to be easily understood and for any information that you are giving in the telephone call, i.e. your name and your business organisation and your telephone number.
Leave your name and your business organisation’s name.
Your telephone number
The essential details
Any action that you might require taking, such as phoning you back when they are able to.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 219

The different types of message systems and their main features.

There are several types of message systems

Voicemail: This enables a person to leave a message for a caller whom can listen to this and then if need be, leave his or her own message.
Answering machines: This also enables a person to leave a message for a caller whom can listen to this and then if need be, leave his or her own message, except that the message is more generalised.
1571: This is an answering service which for a small amount of money can be customised with a personal message by the account holder. This can be useful for small business which can quickly check messages that have been left, as well as the number of callers who rung but did not leave a message.
Answering Services: These are organisations that will receive calls and take messages and then provide a daily summary. Which they will either fax or e-mail to their clients.
Paper Messages: These are the traditional method of recording and delivering messages, left by a caller. When the person for whom the person is meant is away, or otherwise engaged. They may be written on onto a printed form and covers the relevant facts that need to be included. Or they can be put on a form on your computer and printed out.

Why it is important to keep your message system up to date.

Because there is no point in having a message system unless the messages are checked and dealt with regularly, otherwise you might miss something urgent or important.

Stephen Millman Page