Provide a response toboth questions.

1. Research email etiquette on the Internet. Locate examples of etiquette rules, emoticons, and/or slang used in email conversations. What are some examples of professional email communication? What are some examples of unprofessional email communication?

2. Establish a list of important telephone techniques for handling incoming calls. Call two places of business and evaluate their telephone techniques based on the list you created. Please provide the name of the places of business you called along with your evaluation.

Use the following questions to evaluate each call:

1. Did they answer the telephone within three rings? If not, how many times did it ring?

2.What greeting was used when they answered the telephone? Was it considered a proper greeting?

3. Did they determine the reason for the call?

4. Did they identify the caller?

5.Did they determine the appropriate action based on the reason for the call?

6. Did they confirm the call?

7.Did they close the call? If so, how?

8. If you were placed on hold, how much time elapsed before they came back to speak with you?

9.If you were transferred during the call, was it successful?