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. 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