Customer Service Practice Test

What is the correct sequence for answering a business phone call?

1. Greet, ask how you can help, give your name, pick up the phone

2. Pick up the phone, greet the caller, give your name, ask how you can help

3. Ask how you can help, greet, give your name, pick up the phone

4. Give your name, greet the caller, ask how you can help, pick up the phone

The correct answer is: Pick up the phone, greet the caller, give your name, ask how you can help

The correct sequence for answering a business phone call prioritizes a professional and courteous interaction from the very beginning. Picking up the phone first establishes that you are ready to engage with the caller, signaling your promptness and attentiveness. Following this action, greeting the caller is essential to create a welcoming atmosphere. A friendly greeting sets a positive tone for the conversation and makes the caller feel valued. Introducing yourself by giving your name follows the greeting. This adds a personal touch and helps build rapport, allowing the caller to connect with you on a more individual level. Finally, asking how you can help demonstrates your willingness to assist and directs the conversation constructively. This sequence not only ensures a smooth flow of communication but also reflects professionalism, which is critical in customer service. By following this order, you convey respect and readiness to address the caller's needs efficiently.