CLBA Telephone and Voicemail Communication Skills 3

Question 1

You receive a voicemail in a workplace context. At a CLB 7-8 level, what should you do before returning the call?

Accepted Answer

Listen to the full message, note key details (name, number, reason), and prepare your response

Answer

Ignore it if you don't recognize the number

Answer

Call back immediately without listening to the full message

Answer

Forward the voicemail to someone else without listening

Question 2

Which phrase is most appropriate when transferring a caller to another department?

Accepted Answer

I'll connect you to our billing department. Please hold while I transfer you — if we get disconnected, their direct number is 613-555-0120.

Answer

Hang on, I'm transferring you.

Answer

You need to call billing directly.

Answer

That's not my problem, let me send you somewhere else.

Question 3

In a telephone interaction, 'active listening' is best demonstrated by:

Accepted Answer

Using brief verbal cues like 'I see,' 'Yes,' or 'I understand' and paraphrasing key points

Answer

Staying silent and saying nothing until the caller finishes

Answer

Interrupting frequently to show you are following along

Answer

Typing notes loudly so the caller knows you are working

Question 4

A customer calls and says, 'I've been waiting three weeks for my refund and nobody helps me!' What is the best CLB-level response?

Accepted Answer

I sincerely apologize for the delay. I'd like to help resolve this today. May I have your order number so I can look into the status right away?

Answer

That's a long time. Good luck.

Answer

It's not our fault if refunds take time.

Answer

You should have called sooner.

Question 5

Which of the following is NOT an appropriate way to clarify a telephone number given by a caller?

Accepted Answer

I'll just guess if I didn't catch it.

Answer

Could you repeat the last four digits, please?

Answer

Just to confirm — was that 613-555-0198?

Answer

I'm sorry, I want to make sure I have that right — was the area code 613?

Question 6

What does it mean when a call centre agent says, 'I'll escalate this to a supervisor for you'?

Accepted Answer

They are referring the caller's issue to someone with higher authority to resolve it

Answer

They are hanging up on the caller

Answer

They are ending the call without resolving the issue

Answer

They are asking the caller to call back another time

Question 7

Which scenario best illustrates a CLB 8 level telephone interaction?

Accepted Answer

A caller reports a missing package and the agent apologizes, confirms the order details, outlines next steps, and sets a follow-up timeline

Answer

A caller asks where the bathroom is and the agent says 'downstairs'

Answer

A caller asks the store hours and the agent reads them from a sign

Answer

A caller requests a transfer and the agent puts them on hold indefinitely