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 hearer






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






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






4. Your ability to convey knowledge and courtesy






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






6. Your ability to help the caller






7. When putting callers on hold






8. Person with a message






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






10. Greeting - Identification - and Solicitation






11. Your ability to show you care






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






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






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






15. What surrounds the communication process






16. The first person to answer the telephone






17. You deliver what you promised






18. Indicates that the message has been heard and understood






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