When someone whom the manager wishes to see calls to cancel an ...

[sam.t96]

When someone whom the manager wishes to see calls to cancel an appointment, an efficient office professional will
 
  A) discourage the caller from making another appointment.
  B) try to persuade the caller to keep the appointment.
  C) tell the caller you will check with the manager to see if it is okay to cancel.
  D) offer to make another appointment.

Question 2

Which of the following guidelines should you avoid doing when a visitor is abusive?
 
  A) Listen to the visitor's spoken words, but also listen to the unspoken words--that is, to the
  visitor's tone of voice and body language.
  B) Apologize if it is appropriate to do so.
  C) You should tolerate the abuse to avoid the company possibly being sued.
  D) Be diplomatic, courteous, and treat the abusive visitor with respect.

[swimkari]

Answer to Question 1

D

Answer to Question 2

C

[sam.t96]

Gracias!

[bbburns21]

TYSM