Test your basic knowledge |

Telephone Etiquette

Subject : soft-skills
  • 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 way the message will travel between sender and receiver

2. The hearer

3. Person with a message

4. Your ability to convey knowledge and courtesy

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

6. Indicates that the message has been heard and understood

7. When putting callers on hold

8. Greeting - Identification - and Solicitation

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

11. The first person to answer the telephone

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

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

14. What surrounds the communication process

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

16. Your ability to show you care

17. Your ability to help the caller

18. You deliver what you promised

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