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Test your basic knowledge |
Telephone Etiquette
Start Test
Study First
Subject
:
soft-skills
Instructions:
Answer 19 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Person with a message
Responsiveness
Channel of communication
Sender
Telephone etiquette
2. The hearer
Telephone etiquette
Receiver
Reliability
Request permission
3. The first person to answer the telephone
Reliability
Empathy
Identifies the organization
Taking a message
4. Defined as the practices and forms prescribed by convention or by authority
Channel of communication
Responsiveness
Etiquette
Reliability
5. Your tone of voice - Some basic telephone manners - Speaking on the level of the caller - Controlling the conversation - Making the proper verbal of response.
Elements of an effective greeting
Telephone etiquette
Answer the telephone
Feedback
6. Your ability to convey knowledge and courtesy
Channel of communication
Assurance
Empathy
Different areas
7. The way the message will travel between sender and receiver
Receiver
Channel of communication
Assurance
Sender
8. Your ability to help the caller
Reliability
Physical enviroment
Elements of an effective greeting
Responsiveness
9. The Ws - Who - What - When - Where - Why and How
Etiquette
Sender
Request permission
Controlling the conversation
10. The date and time - the caller full name - the companys name and caller dept and phone number
Responsiveness
Tangibles
Taking a message
Empathy
11. You deliver what you promised
Physical enviroment
Reliability
Request permission
Feedback
12. Indicates that the message has been heard and understood
Reliability
Physical enviroment
Channel of communication
Feedback
13. What surrounds the communication process
Empathy
Physical enviroment
Identifies the organization
Sender
14. Greeting - Identification - and Solicitation
Request permission
Etiquette
Elements of an effective greeting
Different areas
15. Since you and the caller are in different areas is it critically important that you know your callers' name
Reliability
Different areas
Taking a message
Assurance
16. When putting callers on hold
Request permission
Physical enviroment
Tangibles
Different areas
17. On the first ring if possible but not more than the 3rd
Assurance
Etiquette
Answer the telephone
Receiver
18. Your ability to show you care
Receiver
Identifies the organization
Elements of an effective greeting
Empathy
19. The appearance of the physical facilites & equipment - especially yourself
Tangibles
Controlling the conversation
Identifies the organization
Feedback