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