Question # 8: Describe five guidelines foranswering a business telephone.
Question # 10: Explain why it is important torecord the time of the call when you are writing a telephonemessage.
Question # 24: Explain how to obtainlong-distance directory assistance.
Question # 31: Describe five advantages ofusing an electronic calendar.
Question # 43: State five actions that workwhen dealing with complaining customers.
Question # 44: Explain what to do when acustomer becomes abusive and you have exhausted your diplomacy.
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