填空题

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Telephone Enquiry Consequence
1. HOW SOON TO ANSWER PHONE
CURRENTLY			after (16) rings
FROM NOW ON			after (17) rings
2. FRIENDLINESS
MINIMUM SCORE AIMED			(18) out of (19)
3. EFFICIENCY
POSITIVE POINTS			Either deal with enquiries (20) Or transfer to (21)
NEGATIVE POINTS			Forget to ask (22)