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