Overview
Assessment Guidance
Portfolio of Evidence
Unit Learning Outcomes
1
Be able to make telephone calls.
Assessment Criteria
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1.1
Identify the purpose of telephone calls.
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1.2
Confirm details of the persons to be contacted before making telephone calls.
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1.3
Make telephone calls communicating basic information clearly and accurately.
2
Be able to receive telephone calls.
Assessment Criteria
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2.1
Answer telephone calls promptly and politely, observing any organisational procedures.
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2.2
Identify the caller, where they are calling from and the reason for their call.
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2.3
Follow any organisational procedures relating to confidentiality and security.
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2.4
Take short messages.
3
Know why it is important to an organisation that telephone calls are handled appropriately.
Assessment Criteria
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3.1
State how appropriate tone and language create a positive impression for the caller (customer or supplier).
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3.2
State how creating a positive impression during a telephone call benefits the organisation.