1					2
3		4
					5											6
7		8
					9
	10			11							12
							13
				14
						15

Across 4. The “_______________ _______________” process includes confirming what will happen as a result of the call and thanking the other person for their time. 5. Before transferring a call within the organization, the receptionist must first know the correct _______________ number. 7. A _______________ is a device used to connect a group of telephones to one another or to an outside connection. 9. Using appropriate body language and good _______________ adds to the delivery of the conversation. 10. Give a _______________ _______________ as soon as you pick up the receiver by greeting the caller, announcing the company’s name and department as well as your name. 13. Professor Syng places a call to your company. This is an example of a/an _______________call. 14. Another word for good manners: _______________ 15. The first _______________ seconds after picking up the receiver are critical!

Down 1. One must be _______________ when answering the telephone. 2. The receptionist has to build _______________ with customers while answering the telephone. 3. Special words or expressions that are used by a particular profession or group and are difficult for others to understand are called _______________. 6. A _______________ is an official government journal containing lists of government appointments, vacancies and general information. 8. First _______________ last! 11. When answering the telephone one should avoid all forms of communication _______________ such as complex language, distractions, and sounding fearful and aggressive. 12. The telephone _______________ is used to obtain contact numbers for individuals and business places.