# CTE Resource Center - Verso - Introduction to Marketing Task 1771130333

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Demonstrate the handling of incoming and outgoing telephone calls and teleconferencing/web conferencing.

Definition

Demonstration of receiving telephone calls (including teleconference, web) should include the following:

  • Using a pleasant voice and clear enunciation
  • Using an appropriate greeting
  • Identifying the business name
  • Identifying the name of the person answering the phone
  • Offering assistance in the form of answering questions, taking messages, or redirecting the call
  • Avoiding interruption of the other person when speaking
  • Using proper grammar
Demonstration of making telephone calls should include the following:
  • Using a pleasant voice and clear enunciation
  • Using an appropriate greeting
  • Identifying the business name
  • Identifying the name of the caller
  • Stating the purpose of the call
  • Expressing appreciation for the responder's assistance, cooperation, or time
  • Documenting the call
  • Being prepared to take a message
  • Following up with the customer, if necessary

Process/Skill Questions

  • What are the effects of not being organized when responding to a telephone call?
  • How does the way a phone call is handled impact the business?
  • What is meant by the statement, "Every call is a sales opportunity"?
  • How and why should a person prepare before making a business telephone call?
  • Why is it important to keep business telephone calls as brief as possible?
  • How does one demonstrate respect for multicultural differences in telephone etiquette?
  • What effect does voice mail have on messaging? What is a reasonable amount of time to wait before replying to a voice mail message?
  • How does your tone of voice affect the outcome of your call?
  • Can a listener "hear your smile"? Explain.

Related Standards of Learning

English

9.1

The student will participate in, collaborate in, and make multimodal presentations both independently and in small groups.
  1. Make strategic use of multimodal tools.
  2. Credit information sources.
  3. Use vocabulary appropriate to the topic, audience, and purpose.
  4. Assist with setting rules for group work including informal consensus, taking votes on key issues, presentation of alternate views and goal setting.
  5. Assume responsibility for specific group tasks.
  6. Share responsibility for collaborative work.
  7. Use a variety of strategies to listen actively and speak using appropriate discussion rules with awareness of verbal and nonverbal cues.
  8. Include all group members, acknowledge new information expressed by others, and value individual contributions made by each group member.
  9. Respond thoughtfully and tactfully to diverse perspectives, summarizing points of agreement and disagreement.
  10. Evaluate impact, purpose, point of view, reasoning, and use of evidence and rhetoric of presentation(s).
  11. Use self-reflection to evaluate one’s own role in preparation and participation in small-group activities.

10.1

The student will make planned multimodal, interactive presentations collaboratively and individually.
  1. Make strategic use of multimodal tools.
  2. Credit information sources.
  3. Demonstrate the ability to work effectively with diverse teams including setting rules and goals for group work such as coming to informal consensus, taking votes on key issues, and presenting alternate views.
  4. Assume responsibility for specific group tasks.
  5. Include all group members and value individual contributions made by each group member.
  6. Use a variety of strategies to listen actively and speak using appropriate discussion rules with awareness of verbal and nonverbal cues.
  7. Respond thoughtfully and tactfully to diverse perspectives, summarizing points of agreement and disagreement.
  8. Choose vocabulary, language, and tone appropriate to the topic, audience, and purpose.
  9. Access, critically evaluate, and use information accurately to solve problems.
  10. Use reflection to evaluate one’s own role and the group process in small-group activities.
  11. Evaluate a speaker’s point of view, reasoning, use of evidence, rhetoric, and identify any faulty reasoning.

11.1

The student will make planned informative and persuasive multimodal, interactive presentations collaboratively and individually.
  1. Select and effectively use multimodal tools to design and develop presentation content.
  2. Credit information sources.
  3. Demonstrate the ability to work collaboratively with diverse teams.
  4. Respond thoughtfully and tactfully to diverse perspectives, summarizing points of agreement and disagreement.
  5. Use a variety of strategies to listen actively and speak using appropriate discussion rules with awareness of verbal and nonverbal cues.
  6. Anticipate and address alternative or opposing perspectives and counterclaims.
  7. Evaluate the various techniques used to construct arguments in multimodal presentations.
  8. Use vocabulary appropriate to the topic, audience, and purpose.
  9. Evaluate effectiveness of multimodal presentations.

History and Social Science

GOVT.16

The student will apply social science skills to understand that in a democratic republic, thoughtful and effective participation in civic life is characterized by

  1. exercising personal character traits such as trustworthiness, responsibility, and honesty;
  2. obeying the law and paying taxes;
  3. serving as a juror;
  4. participating in the political process and voting in local, state, and national elections;
  5. performing public service;
  6. keeping informed about current issues;
  7. respecting differing opinions and the rights of others;
  8. practicing personal and fiscal responsibility;
  9. demonstrating the knowledge, skills, and attitudes that foster the responsible and respectful use of digital media; and
  10. practicing patriotism.

Other Related Standards

National MBAResearch Standards-Business Administration

Apply active listening skills to demonstrate understanding of what is being said.

 

Apply verbal skills to obtain and convey information.