Script:

There is a certain procedure for receiving visitors. A receptionist should find out if the visitor has an appointment or not. If the visitor is an important client, the executive or his secretary will come down to the reception area to greet the visitor. Sometimes the receptionist or another secretary escorts, or accompanies, the visitor to the executive's office. Using the visitor's name when he arrives is a friendly gesture and gives the visitor a good impression of the firm. The receptionist announces the visitor's name, title and position, and introduces the executive to him.

When a visitor's request for a meeting cannot be satisfied, the receptionist should apologise and make some suggestions for an alterative time. If a meeting is impossible, the receptionist should express regret and explain why, with tact, so that the visitor's feelings are not hurt.

A receptionist should keep a register which includes dates, times, names and the firm the visitor works for. A receptionist can then refer to this if there is a request for information.

Key:

1. F
2. F
3. F
4. T
5. F
6. T