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