Unit 24 Understand how to make telephone calls
1.1 Describe the different features of telephone systems and how to use them.

A telephone system has many different features this will allow you in the work place to handle a phone call professional;
First off all you can put a caller on hold this could be so you can quickly perform another task , locate any paperwork for the client on the phone , you could also need to find out their details , you may need to find out information or contact another colleague to divert the call and get the correct information from them.
1.2 Give reasons for identifying the purpose of a call before making it

The purpose of identifying the purpose of a call is so you know exactly what to say, it will also make you look professional you will also be able to obtain any information you require. Sometimes it is useful to write down what you are going to say or any questions. You may also need the relevant information at hand this will mean you can quickly look through it and you will not need to re-call the client or customer for any missed information.

1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted
There are different ways to obtain names and numbers of people that need to be contacted
-If a company you are looking for are known you can try searching their number on their website (under contact us normally) or you can try calling the company direct to see if anyone can help you or transfer you through to the person.
-You can enquire within the company to see if anyone has dealt with the person before or if someone can help you.
-If the name of the person you are trying to contact is known search their name on an online phone book or into a search engine i.e. yahoo.
-You can also search on social network sites such as twitter, Facebook, Instagram etc., this is because most people have an account for themselves or for their business.
1.4 Describe how to use a telephone system to make contact with people inside and outside an organisation

For an inside call usually everyone will have an extension number , so when you need to contact someone in the office you can just pick up your phone and type in their number , if not you can call the department you require and ask to be transferred. If you only get given a name to contact you can call down to your reception and ask to be transferred or take the number of them.

For an outside call most company phones will be set up internally. Here at Blaiklock international logistics we press ‘9’ before making an outside call as this connects us to an outside line instead of the call being dealt with internally.

1.5 Explain the purpose of giving a positive image of self and own organisation
When phoning a client or customer you cannot see face to face, so the person cannot judge you on your facial expression or your image. For over the phone relaying a positive attitude is absolutely essential. It will make the call productive and a lot more pleasant, this will also leave a good impression on not only yourself but your company also. If you are rude, un-helpful and generally sound un-interested it will create a negative image on you and the company. Whenever you do make a phone call you are representing your company so it is always important to be as polite and helpful as you can, this could possibly turn into more business for your company.
1.6 Explain the purpose of summarising the outcomes of a telephone conversation before ending the call

When you end a telephone call summarising is a very important conversation this is so both parties involved are fully aware and are sure of the information that has been exchange, this will also ensure all questions that were asked are answered and clarified fully. If the conversation was long some finer details may have been missed this could be due to the large amount of information that had to be discussed. Some companies also have a policy with a courtesy