CLBA Telephone and Voicemail Communication Skills 1 — Questions and Answers
Question 1: You call a doctor's office and reach voicemail. Which message is most appropriate for a CLB 7 level speaker?
- Hi, it's me. Call back please.
- Hello, this is Maria Santos calling for Dr. Lee. My number is 613-555-0198. I am calling to confirm my appointment on Friday, June 27th at 2 p.m. Thank you. (Correct answer)
- Doctor, I need to speak with you urgently about my appointment.
- Hello? Is anyone there? I need to leave a message about my appointment Friday.
Correct answer: Hello, this is Maria Santos calling for Dr. Lee. My number is 613-555-0198. I am calling to confirm my appointment on Friday, June 27th at 2 p.m. Thank you.
A clear voicemail includes the caller's full name, phone number, reason for calling, and relevant details such as the appointment date and time.
Question 2: When answering a business call professionally, which opening is most appropriate?
- Yeah, what do you want?
- Hello, can I help?
- Good morning, ABC Services, this is James speaking. How may I help you? (Correct answer)
- ABC Services, hold on.
Correct answer: Good morning, ABC Services, this is James speaking. How may I help you?
A professional business greeting includes a salutation, the company name, the speaker's name, and an offer to assist.
Question 3: A caller says, 'Could I speak with the manager, please?' The manager is unavailable. What is the best response?
- She's not here.
- I'm sorry, the manager is unavailable at the moment. May I take a message or have her return your call? (Correct answer)
- Try calling back later.
- The manager is busy. What do you want?
Correct answer: I'm sorry, the manager is unavailable at the moment. May I take a message or have her return your call?
Politely informing the caller of the manager's unavailability and offering alternatives (a message or callback) demonstrates CLB-level professional telephone etiquette.
Question 4: Which phrase is most appropriate when you need the caller to repeat something?
- What? Say that again.
- I didn't hear you. Louder, please.
- I'm sorry, could you repeat that? I didn't quite catch your last name. (Correct answer)
- Huh? What did you say?
Correct answer: I'm sorry, could you repeat that? I didn't quite catch your last name.
Polite clarification requests use formal apologetic language and specify exactly what needs to be repeated, which reflects higher CLB benchmark performance.
Question 5: You need to put a caller on hold. Which statement is most appropriate?
- Wait a minute.
- Hold on, I'll be right back.
- Would you mind holding for a moment while I check that information for you? Thank you. (Correct answer)
- Don't hang up. Stay there.
Correct answer: Would you mind holding for a moment while I check that information for you? Thank you.
Asking permission to place someone on hold and thanking them is the most professional approach and demonstrates courtesy expected at higher CLB levels.
Question 6: In a telephone conversation at CLB 8, how should you end a call professionally?
- Okay, bye.
- That's all I needed. Goodbye.
- Thank you for calling. I'll make sure this is taken care of. Have a great day, Mr. Chen. (Correct answer)
- We're done. You can hang up now.
Correct answer: Thank you for calling. I'll make sure this is taken care of. Have a great day, Mr. Chen.
A professional closing summarizes the action to be taken, thanks the caller, uses their name, and offers a polite farewell.
Question 7: A caller wants to leave a message for a colleague. Which information is least essential to record?
- The caller's name and phone number
- The time and date of the call
- The caller's favourite colour (Correct answer)
- The reason for the call
Correct answer: The caller's favourite colour
Personal details like favourite colour are irrelevant to a professional phone message; name, number, date/time, and reason are the essential components.
CLBA Telephone and Voicemail Communication Skills 1
You call a doctor's office and reach voicemail.
Which message is most appropriate for a CLB 7 level speaker?