1. Which of the following is important when handling a business client with whom you might have a long-term relationship? Answers: • Make sure all the clients needs are satisfied, i.e. ensuring that you follow up on their concerns and actually getting back to them. • Seeing that their first concern is met, and then letting the call end. • Asking if you can call them back if you are busy, albeit with lunch. • Complimenting them for their choice of business partner, rather than dealing with their concerns. 2. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system? Answers: • Learning all the numbers from 0-9, and various combinations for their use when dialing. • Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line. • Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers. •...