1. Telephone Procedures Mrs. Dayley Administrative Procedures

2. Who invented the telephone?

3. Did you know… Right now millions of people are on the telephone? The telephone is used in approximately 95 percent of all business transactions? It is estimated that more than 100 million business calls are made each day?

4. How is using the phone at home different from using at in the office (at work)? More casual Pleasure Few features Answer for one or two people More formal Business transactions Systems with many features Answer for many people

5. Proper Procedures When the telephone rings, even before picking up the receiver, prepare yourself for the caller. You can do this as follows: Stop _______________________ Always have a ______________ ready. Set aside the __________________ and have a ______________________

6. For a good telephone voice: 1. 2. 3. 4. 5.

7. When you speak on the phone, remember the following: Never –Use ____________ –Have something _____________ –Run _____________________

8. Incoming Calls Read and take notes on this section on page 164

9. Hold or Transfer Calls Read and take notes on this section on page 165

10. Messages

11. Main Components of a Message Read page 166-168 What are the five helpful hints for getting correct information when taking a message?

12. Outgoing Calls How do you prepare yourself for placing a call? –

13. Evolution of the Telephone

14. Other Important Procedures Take notes on and be familiar with the following sections on pages 170-171 Personal Calls Disconnected Calls Wrong Number Telephone Coverage

15. Recall Time Answer questions 1-6 from Recall Time on page 171.

16. Conference Calls A conference call is : ___________ True or False: –It is not helpful to refer to a time zone map before placing long distance calls.

17. Time Zone Practice 1-If it is 2:00 p.m. in New Mexico, what time is it in Maine? 2-If it is 6:10 a.m. in Texas, what time is it in Nevada? 3-If it is 3:24 a.m. in Ohio, what time is it in California?

18. What is/are the number/s for directory assistance in… Alabama? Minnesota? Pennsylvania? Kansas? Wyoming?

19. Describe the following special features: pages 174-176 Automatic Callback Call Forwarding Call Hold Call Waiting Distinctive Ring Speed Calling Wide-Area Telecommunications Services 800 or 888 Service Caller ID Internet Access

20. Writing Time How have telephones impacted your life? What would life be like without the phone? Are telephones positive? When are they negative? Write two paragraphs describing your thoughts and opinions on these and related topics.

21. THE END!!