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PEO LP: Phone Etiquette

Quiz by Training Team PEO Svc

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10 questions
Show answers
  • Q1

    Which of the following is the standard greeting for an outbound phone call?

    Hi, this is John from Paychex. Are you ready to report payroll?

    Yes, is Pauline available?

    Hello, this is John calling from Paychex on a recorded line. May I speak with Pauline?

    Hello, this is John from Paychex. Is this Pauline?

    60s
  • Q2

    Which of the following is the standard greeting for an inbound phone call?

    Paychex, this is John.

    Hi, how can I help you today?

    Hello, thank you for calling Paychex, this is John. How may I help you?

    Hello!

    60s
  • Q3

    Which of the following is the standard closing for a phone call?

    Thanks for calling. Bye!

    Okay, good-bye!

    We appreciate your partnership. Have a great day!

    Talk to you next week!

    60s
  • Q4

    Chris from CEC Enterprises calls because his employee Abby submitted a change two weeks ago to her Paychex-sponsored 401(k) plan contribution, but it has not been updated in the payroll application. He wants to know what’s going on. How would you respond?

    Here is the number to the 401k department. Have Abby give them a call to find out what’s going on.

    I apologize for the delay in updating Abby’s contribution. I understand that is frustrating. May I have a moment to review your account?

    Wow, it shouldn’t take two weeks. Let me put you on hold and I’ll call the 401k department to see what’s going on.

    I can’t make changes to a Paychex 401k contribution, I’ll transfer you to the 401k department, hold on.

    60s
  • Q5

    It is Thursday afternoon and Jackie from Nurses on the Go calls because she has not yet received her payroll package. She processed payroll a day earlier than normal to ensure she’d receive the package today since their office is closed tomorrow for maintenance issues. There are live checks in the package that she needs to hand out to employees before they leave for the day. How would you respond?

    The courier has until the end of the day to deliver all packages. Unfortunately, once we hand it off to the courier, there’s nothing else I can do.

    I apologize for the delay, Jackie. I’ll call the courier and call you back with an update.

    I apologize for the delay, Jackie. I can reach out to the courier and give you a call back within 30 minutes to give you an update. Would that be okay?

    I’m sorry about that. This is a great time to discuss the benefits of direct deposit with those employees so they don’t have to worry about this in the future.

    60s
  • Q6

    You’ve just finished helping Skylar from Blue Glass Manufacturing navigate entering her payroll online. After confirming she is comfortable continuing on her own, you say:

    Are there any other items I can follow up on for you?

    All set. Have a good one!

    Anything else?

    Thank you for calling! Good-bye!

    60s
  • Q7

    Tammy from Vacation Hot Spots calls in upset. She just received her payroll package and for the third week in a row there is an error on one of the checks. She wants the check corrected and a new one delivered before the end of the day. How do you respond?

    If your employee was on direct deposit we could do a same day deposit, but they’ll have to wait for a new check.

    We don’t do same day delivery. I can reissue the check for delivery tomorrow.

    I’m sorry that happened, but it would be easier to wait until your next payroll to fix it.

    I apologize for the error. I can get this fixed and give you the correct net amount so you can write an in-house check today.

    60s
  • Q8

    Lyric from Music City Management Group calls because one of their employees is applying for a mortgage and needs earning statements and W-2s for the last three years. They need you to pull the reports and email them over. How do you respond?

    I can help you with that. May I place you on a brief hold while I pull that information?

    Your employee they can pull all that up online themselves.

    Okay. Hold on.

    I’ll submit your request to the report team and they’ll email it when it’s ready.

    60s
  • Q9

    As you’re wrapping up a call with James from Laugh Floor Comedy Club, he mentions they are still waiting on the timeclock they ordered for their new location. What action should you take?

    Give James the number to Time and Attendance so he can call them at his convenience.

    Transfer James to Time and Attendance.

    Tell James you'll ask his Client Advocate to look into it and call him with an update.

    Escalate the case through ClientSpace.

    60s
  • Q10

    When transferring a client to another Paychex representative you should always do so as a warm transfer, introducing the client and situation to the rep before disconnecting

    true
    false
    True or False
    60s

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