Telephone Techniques
A quiz on etiquette, voice skills, and controlling the call.
- 1.
Which of the following actions are based on rules of telephone etiquette? Select all that apply.
- A.
Asking politely before placing a customer on hold.
- B.
Turning a radio on to keep yourself alert.
- C.
Speaking quickly to say as much as possible before the customer can say anything.
- D.
Actively listening to the complaints of eacho customer.
- E.
Mirroring the emotions of the customer to establish rapport.
Correct Answer(s)
A. Asking politely before placing a customer on hold.
D. Actively listening to the complaints of eacho customer. -
- 2.
Why is it important that the contact center associate is the person asking the majority of the questions? Select all that apply.
- A.
The associate can gather the necessary information more quickly.
- B.
The associate can use questions to get the call back on track.
- C.
The associate can appear more authoritative and knowledgeable.
- D.
All of the above
Correct Answer(s)
A. The associate can gather the necessary information more quickly.
B. The associate can use questions to get the call back on track. -
- 3.
Choose the appropriate voice skill: Associate is heard, but doesn't sound angry.
- A.
Moderate volume
- B.
Pleasant quality
- C.
Varied pitch
Correct Answer
A. Moderate volumeExplanation
If you speak too loudly, you will sound angry and out of control.Rate this question:
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- 4.
Choose the appropriate voice skill: Message is clear without losing the interest of the customer.
- A.
Moderate rate
- B.
Articulation
- C.
Varied pitch
Correct Answer
A. Moderate rateExplanation
Speaking too slowly means that your listener will get bored and lose interest. Speaking too quickly means your audience may not catch everything you say.Rate this question:
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- 5.
Choose the appropriate voice skill: A polished and professional presentation.
- A.
Articulation
- B.
Pleasant quality
- C.
Varied pitch
Correct Answer
A. ArticulationExplanation
Strive to be clear, distinct, and accurate. Avoid mumbling and garbling your words.Rate this question:
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- 6.
Choose the appropriate voice skill: Associate is perceived as "likeable."
- A.
Articulation
- B.
Pleasant quality
- C.
Moderate volume
Correct Answer
B. Pleasant quality -
- 7.
Choose the appropriate voice skill: Eliminates monotony in speech.
- A.
Articulation
- B.
Moderate rate
- C.
Varied pitch
Correct Answer
C. Varied pitchExplanation
Variations in pitch are called infections. When there is too little inflection in the voice, a person sounds monotone and unethusiastic.Rate this question:
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Current Version
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Jan 15, 2013Quiz Edited by
ProProfs Editorial Team -
Jun 06, 2010Quiz Created by
Valhalla822
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