CLBA Telephone and Voicemail Communication Skills 2

Question 1

You call a company and hear: 'Press 1 for Sales, press 2 for Support, press 3 for Billing.' This is an example of:

Accepted Answer

An automated interactive voice response (IVR) system

Answer

An IVR (Interactive Voice Response) system provides callers with menu options to direct their call automatically without a live operator.

Question 2

Which phrase is most appropriate when confirming details given over the phone?

Accepted Answer

Just to confirm, you said the appointment is on Tuesday, March 10th at 3:30 p.m., correct?

Answer

Confirming details by restating them and asking for verification prevents miscommunication and demonstrates active listening at a high CLB level.

Question 3

A caller sounds upset about a billing error. What is the most effective first response?

Accepted Answer

I understand how frustrating that must be. Let me pull up your account and look into this for you.

Answer

Acknowledging the caller's frustration, showing empathy, and taking immediate action is the hallmark of effective professional telephone communication.

Question 4

Which of the following is an example of appropriate telephone language for requesting information?

Accepted Answer

Could you please provide me with an update on my order status?

Answer

Using polite modal verbs such as 'could' and formal phrasing like 'provide me with' reflects the professional register expected in CLB telephone tasks.

Question 5

Which word best describes the tone you should maintain throughout a professional telephone call?

Accepted Answer

Courteous, clear, and professional

Answer

Professional telephone communication at CLB levels requires a tone that is respectful, clear, and business-appropriate without being stiff or unclear.

CLBA - Canadian Language Benchmark Assessment Practice Test

CLBA - Canadian Language Benchmark Assessment Practice Test

CLBA Telephone and Voicemail Communication Skills 2