It is lunchtime and you answer the phone at a quick-service restaurant while a customer is paying. What is the BEST way to answer the call?

• A. Say The Pizza Store. May I put you on hold? Then wait for an answer.
• B. Say Good afternoon, The Pizza Store. May I put you on hold? Then wait for an answer.
• C. Say Hold, please. Then get back to the phone as quickly as possible and apologize for the delay.
• D. Say Thank you for calling The Pizza Store. Then place the customer on hold and get back to the phone quickly.

Answer: (B)

When answering while a customer is being helped, the opening should be warm, identify the store, and clearly set expectations about placing the caller on hold. The best approach uses a time-appropriate greeting, states the business name, and asks for permission to put the caller on hold. This shows respect for the customer on the phone and the customer in front of you, and it lets the caller know you’ll return to them once you’ve attended to the other transaction.

Saying “Good afternoon, The Pizza Store. May I put you on hold? Then wait for an answer” does exactly that: it greets the caller politely with the time of day, identifies the store, and requests consent before placing the call on hold, then you wait for their response. This avoids surprises and keeps the caller informed.

Other options fall short because they skip or rush the hold step or omit the time-of-day greeting, which can feel abrupt or unprofessional. For example, starting with just the store name or with “Hold, please” missing a consent cue can come across as rude or push the caller into hold without warning. Similarly, offering the hold and then acting immediately without waiting for the caller’s response can create confusion or frustration.