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Test your basic knowledge |
Telephone Etiquette
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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. 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
Receiver
Telephone etiquette
Identifies the organization
2. Your ability to show you care
Responsiveness
Request permission
Empathy
Feedback
3. Indicates that the message has been heard and understood
Feedback
Receiver
Sender
Controlling the conversation
4. On the first ring if possible but not more than the 3rd
Elements of an effective greeting
Answer the telephone
Reliability
Taking a message
5. Your ability to help the caller
Request permission
Responsiveness
Physical enviroment
Taking a message
6. The date and time - the caller full name - the companys name and caller dept and phone number
Assurance
Answer the telephone
Taking a message
Feedback
7. You deliver what you promised
Identifies the organization
Reliability
Empathy
Channel of communication
8. The appearance of the physical facilites & equipment - especially yourself
Elements of an effective greeting
Physical enviroment
Answer the telephone
Tangibles
9. The way the message will travel between sender and receiver
Answer the telephone
Sender
Etiquette
Channel of communication
10. Your ability to convey knowledge and courtesy
Physical enviroment
Request permission
Tangibles
Assurance
11. What surrounds the communication process
Different areas
Taking a message
Tangibles
Physical enviroment
12. The hearer
Receiver
Empathy
Reliability
Identifies the organization
13. The Ws - Who - What - When - Where - Why and How
Sender
Controlling the conversation
Assurance
Reliability
14. Person with a message
Feedback
Sender
Empathy
Elements of an effective greeting
15. Since you and the caller are in different areas is it critically important that you know your callers' name
Feedback
Physical enviroment
Different areas
Elements of an effective greeting
16. When putting callers on hold
Sender
Channel of communication
Identifies the organization
Request permission
17. Greeting - Identification - and Solicitation
Identifies the organization
Answer the telephone
Elements of an effective greeting
Controlling the conversation
18. The first person to answer the telephone
Assurance
Reliability
Sender
Identifies the organization
19. Defined as the practices and forms prescribed by convention or by authority
Sender
Different areas
Responsiveness
Etiquette
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Link to This Test
Related Subjects
Soft Skills
Business Skills