ORAL COMMUNICATION

(PHONE CALL ACTIVITY)

Name: Cabangbang, Hannah Sophia Date: July 26, 2022
D.
Grade and Section: 11-St. Maximillian Teacher: Ms. Rhea Casuncad

1. Watch the video of a telephone conversation through this link: HYPERLINK

"https://www.youtube.com/watch?
v=hpZFJctBUHQ&fbclid=IwAR1I66UQJdlriB1usZXSXtiTP7ZvFoOe3vU7WYus
I7beuOf3hrKQGF4Ltek"https://www.youtube.com/watch?v=h pZFJctBUHQ

2. After watching the video, answer the following questions:

a. What greeting is used by the customer service agent?

The customer service agent's greeting began with a thank you, followed by the
company's name and how she could assist the customer.

b. What form of personal identification is used by the agent?

The agent used personal identification by asking for the customer's name and
ensuring that the spelling of the name was correct. She also requested his
code, fax or email address, and shipping address. The agent requested all of
his essential personal information, which must be documented.

c. What pre-closing signals are used by the agent?

The customer's order was reiterated, and she also informed him of the order's
cost, as pre-closing signals. She also let him know when his order would be
shipped. Lastly, she asked him if there's anything more than his request.
d. What closing is used by the agent?

The agent's formal farewell and thank you for phoning their company,
together with a note to her client to have a good day, served as her closing to
her agent.