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Telephone assessment mark criteria

Page history last edited by Diane Evans 10 years, 7 months ago




10% Weighting


Total Marks: 20


  1. Answer telephone

    1. 3 rings

    2. Correct greeting

    3. Smile

    4. Good tone and pace


5 marks


  1. Speaking to caller and taking a message

    1. Apology

    2. Explanation given why person not available

    3. Repeat back name

    4. Repeat back number


5 marks


  1. Message

    1. Correct name of caller

    2. Correct telephone number of caller

    3. Correct time and date

    4. Correct name of person receiving message

    5. Message readable

    6. Message signed


10 marks


dee/Telephone assessment mark criteria/3/20/11

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