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