We asked: The way telephone calls are handled by stores give customers an impression of the store before they ever set foot inside. How do you handle calls at your store?

"We are a bookstore within a large church. The church phone system has over 50 extensions. The bookstore has its own extension for the convenience of the caller through the main number, but we also have a direct line for access with four telephone stations in the store for call pickup. Our vendors, regular customers and ticket office customers use our direct line.

"Any publication created for church activities needing bookstore assistance or ticket sales reflects the bookstore's direct line. It eliminates calls that get lost through the extension system and wind up at the reception desk. We do not use scripts, as every call is of a different nature."

Donna Roll

Manager

The Chapel Bookstore & Ticket Office

The Chapel at CrossPoint

Getzville, N.Y.