CLBA Telephone and Voicemail Communication Skills

Question 1

You call a doctor's office and reach voicemail. Which message is most appropriate for a CLB 7 level speaker?

Accepted 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.

Answer

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?

Accepted Answer

Good morning, ABC Services, this is James speaking. How may I help you?

Answer

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?

Accepted Answer

I'm sorry, the manager is unavailable at the moment. May I take a message or have her return your call?

Answer

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?

Accepted Answer

I'm sorry, could you repeat that? I didn't quite catch your last name.

Answer

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?

Accepted Answer

Would you mind holding for a moment while I check that information for you? Thank you.

Answer

Asking permission to place someone on hold and thanking them is the most professional approach and demonstrates courtesy expected at higher CLB levels.

CLBA - Canadian Language Benchmark Assessment Practice Test

CLBA - Canadian Language Benchmark Assessment Practice Test

CLBA Telephone and Voicemail Communication Skills