B. Read a passage and choose the best answer. P87 Most room service orders are given by telephone. The telephone is therefore the first point of contact with room service staff and good telephone technique is vital in creating that all-important favorable first impression. The person answering the telephone must have a good knowledge of the menu and a professional telephone manner. The telephone must be answered quickly. The benchmark for a five-star hotel is no more than three rings before it is answered. Then pay special attention to the greeting, introduction of department and self, the use of the guest’s name. These can be achieved by an answer on these lines: “Good moming. Mr. Stephens. This is Room Service. Mark speakin. May I help you?” The use of the guest's name has the advantage of ensuring that the items requested are delivered to the right guest -and charged to the right account- as well as making the guest feel known and valued. Continue to use the guest’s surname at all stages of room service. 3. Which is Not the answer to the question: Why should room service staff use guests'names when speaking to them?