Test your basic knowledge |

Telephone Etiquette

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 ability to help the caller






2. What surrounds the communication process






3. The first person to answer the telephone






4. Defined as the practices and forms prescribed by convention or by authority






5. Greeting - Identification - and Solicitation






6. Person with a message






7. The date and time - the caller full name - the companys name and caller dept and phone number






8. When putting callers on hold






9. The Ws - Who - What - When - Where - Why and How






10. Indicates that the message has been heard and understood






11. Since you and the caller are in different areas is it critically important that you know your callers' name






12. Your ability to show you care






13. The way the message will travel between sender and receiver






14. The appearance of the physical facilites & equipment - especially yourself






15. On the first ring if possible but not more than the 3rd






16. You deliver what you promised






17. The hearer






18. Your tone of voice - Some basic telephone manners - Speaking on the level of the caller - Controlling the conversation - Making the proper verbal of response.






19. Your ability to convey knowledge and courtesy