Test your basic knowledge |

Telephone Etiquette

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






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






3. What surrounds the communication process






4. The first person to answer the telephone






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






6. Your ability to convey knowledge and courtesy






7. You deliver what you promised






8. When putting callers on hold






9. Person with a message






10. Your ability to show you care






11. Indicates that the message has been heard and understood






12. Your ability to help the caller






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






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






15. Greeting - Identification - and Solicitation






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






17. Your tone of voice - Some basic telephone manners - Speaking on the level of the caller - Controlling the conversation - Making the proper verbal of response.






18. The hearer






19. The way the message will travel between sender and receiver