Telephone And Radio Communication Quiz 1

You must hold the PPT for about 1 or 2 seconds before you talk, hold it while you talk and then continue to hold it for about 1 or 2 seconds after you finish before releasing it.

Otherwise the beginning and end of what your transmission may be cut off result in a garbled or static filled transmission.

Tell the first caller to 'please hold a moment' and answer the 2nd line with 'Corporate Security, please hold a moment." Repeat with the third caller and then go back to the first line and finish the call. Proceed to line 2 and assist the business partner, etc.

We must always be able handle multiple phone calls at one time. All Gap Inc. phones have at least 4 lines per extension. As a result you can handle up to 4 calls simultaneously. When you receive an additional call, tell the first caller that you need to put them on hold for a moment. Do not ask as this will delay you too long to be effective. Answer the ringing line with your standard greeting but instead of asking how you can help say “Please hold a moment.” Go back to the first call and finish assisting the caller. If you get any additional calls do the same thing for each additional call.

Once you complete the first call go to the next caller and assist them. The generally rule of thumb is once you put someone on hold you have several minutes before you must get back to them.

By doing this quickly and effectively you should be able to handle nearly any call volume your post will experience.

True. If your site does not have ear hangers or discrete mics you should ask your Gap Inc. Security Coordinator about them.

Using an ear piece ensures that you will always hear all transmissions clearly even in a crowded room. It also ensures that your transmissions are kept private from those near by you. Lastly, it avoids our business partners business being interrupted by our patrols.

Occasionally you will be asked to repeat a transmission. This is normal. It could be that you were both attempting to speak at the same time. It could be that you failed to hold the Push To Talk button long enough before and after your transmission result a cut off or static filled transmission. Or it could simply be you are in area with poor radio coverage such as a garage, stairwell etc.

Whenever completing tasks, looking up numbers etc, you should always place the caller on hold or mute the line so that they do not hear the background noise in the room while you looking for the number, etc.

This helps to maintain greater impression of professionalism.

Per the Guardsmark Mission Partner Statement and Gap Inc. procedures you must always have a pen and paper ready when answering calls.

Per the Guardsmark MPS setion 2.6, "Limit incoming personal calls to urgent or emergency situations. Make sure your family members are aware of these restrictions.

All calls must be answered within at least 4 rings.

You should always write down the full name and return phone number or extension for everyone that calls you. This ensures that you are disconnected while answering other calls or need to contact the customer for any reason you will always have what you need to call them back.

You should always use 10 codes where ever possible. All communications should be kept short and abbreviated. You can see a full list of Gap Inc. used 10 codes in section 2.6 of your Gap Inc. MPS.

10-1 = Unable to copy
10-2 = Signal good
10-5 Request radio check