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