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






2. Your ability to convey knowledge and courtesy






3. Your ability to help the caller






4. Person with a message






5. You deliver what you promised






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






7. Greeting - Identification - and Solicitation






8. Your ability to show you care






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






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






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






12. When putting callers on hold






13. Indicates that the message has been heard and understood






14. The first person to answer the telephone






15. What surrounds the communication process






16. The hearer






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






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






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