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