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