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