Quiz -telephone Etiquette

The answer is "No" because using slang on a call is generally considered unprofessional and can create misunderstandings or confusion. It is important to maintain clear and effective communication during a call, and using slang may hinder this. Using appropriate language and being respectful towards others is essential in professional settings.

Chewing or having something while taking calls can be seen as unprofessional and disrespectful. It can interfere with clear communication and may result in a lack of focus or understanding. Additionally, it can create background noise that can be distracting to the person on the other end of the call. Therefore, it is best to avoid chewing or having something in your mouth while taking calls to ensure effective communication and professionalism.

Assertively is the correct answer because when answering a customer query, it is important to respond confidently and firmly, while still being respectful and understanding. Being assertive allows the customer to feel heard and valued, while also ensuring that their query is addressed effectively. Aggressively, on the other hand, implies a confrontational and hostile approach, which is not suitable for customer service interactions.

The most appropriate option is "May I please place your call on hold?" because it is a polite and professional way to ask for permission to put the caller on hold.

Before transferring a call, it is important to inform the caller about the department where the call will be transferred, the person to whom the call will be transferred, and the purpose of transferring the call. This ensures that the caller is aware of where their call is being directed, who will be handling their inquiry, and why the call is being transferred. By providing this information, the caller can have a clear understanding of the process and feel more confident that their call will be properly handled.

The correct answer is "Greeting, your and Company name." This option is the most appropriate because it includes all the necessary components of a call opening. It starts with a greeting to establish a polite and friendly tone, followed by stating your name to introduce yourself. Finally, it includes the company name to provide further context and establish credibility.

The hold protocol includes asking permission to place the caller on hold, refreshing the hold if it is taking a long time, and thanking the caller for being on hold. All of these actions are part of the hold protocol, ensuring that the caller is informed and respected while on hold.

Empathizing with the customer means understanding and sharing their feelings and emotions. By empathizing with the customer, we show that we genuinely care about their concerns and are willing to listen and understand their perspective. This can help build trust and rapport with the customer, making them feel valued and respected. Sympathizing, on the other hand, may imply pity or simply feeling sorry for the customer without truly understanding their situation. Therefore, empathizing with the customer is a more effective approach to pacify them and address their concerns.

The correct answer is 3. This means that three warnings need to be given before disconnecting the call if the caller is using unprofessional or profane language. This policy is likely in place to give the caller multiple opportunities to correct their behavior before resorting to disconnection. By providing multiple warnings, it allows for the possibility of resolving the issue without the need for immediate disconnection.

To locate a member who calls in and their phone number does not auto populate, the best way is to search by telephone number. This is because the phone number is a unique identifier for each member and can be easily used to locate their information in the system. By searching using the telephone number, the member's details can be quickly retrieved and their query can be addressed efficiently.