Telephone And Radio Communication Quiz 1

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  • 1/10 Questions

    (True or False) When when transmitting on the radio you should hold the Push To Talk (PTT) button for 1 or 2 seconds before you begin to speak and continue to hold it down for another 1 or 2 seconds after you finish speaking before releasing the PPT?

    • True
    • False
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Telephone And Radio Communication Quiz 1 - Quiz
About This Quiz

This quiz tests knowledge on telephone and radio communication protocols, including call handling, note-taking, and understanding radio codes.

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  • 2. 
    S You are on a call with a question from a business partner when the 2nd and 3rd line on your phone rings.  What should you do? - ProProfs

    S You are on a call with a question from a business partner when the 2nd and 3rd line on your phone rings.  What should you do?

    • Stay on the call with the first caller because they were first and it would be rude to interrupt the call.

    • Apologize to the caller and ask permission to answer the other lines before placing the caller on hold to answer the other lines.

    • Wait for the other calls to stop ringing.

    • Tell the first caller to 'please hold a moment' and answer the 2nd line with 'Corporate Security, please hold a moment." Repeat with the third caller and then go back to the first line and finish the call. Proceed to line 2 and assist the business partner, etc.

    • None of the above.

    Correct Answer
    A. Tell the first caller to 'please hold a moment' and answer the 2nd line with 'Corporate Security, please hold a moment." Repeat with the third caller and then go back to the first line and finish the call. Proceed to line 2 and assist the business partner, etc.
    Explanation
    Tell the first caller to 'please hold a moment' and answer the 2nd line with 'Corporate Security, please hold a moment." Repeat with the third caller and then go back to the first line and finish the call. Proceed to line 2 and assist the business partner, etc.

    We must always be able handle multiple phone calls at one time. All Gap Inc. phones have at least 4 lines per extension. As a result you can handle up to 4 calls simultaneously. When you receive an additional call, tell the first caller that you need to put them on hold for a moment. Do not ask as this will delay you too long to be effective. Answer the ringing line with your standard greeting but instead of asking how you can help say “Please hold a moment.” Go back to the first call and finish assisting the caller. If you get any additional calls do the same thing for each additional call.

    Once you complete the first call go to the next caller and assist them. The generally rule of thumb is once you put someone on hold you have several minutes before you must get back to them.

    By doing this quickly and effectively you should be able to handle nearly any call volume your post will experience.

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  • 3. 
    (True or False) If your site uses headsets you MUST use and wear the provided headset whenever using a hand held 2-way radio? - ProProfs

    (True or False) If your site uses headsets you MUST use and wear the provided headset whenever using a hand held 2-way radio?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    True. If your site does not have ear hangers or discrete mics you should ask your Gap Inc. Security Coordinator about them.

    Using an ear piece ensures that you will always hear all transmissions clearly even in a crowded room. It also ensures that your transmissions are kept private from those near by you. Lastly, it avoids our business partners business being interrupted by our patrols.

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  • 4. 
    You are a mobile officer on patrol and you transmit a message via your 2-way radio to the other security officer on duty.  The other security officer replies,

    You are a mobile officer on patrol and you transmit a message via your 2-way radio to the other security officer on duty.  The other security officer replies, "10-9. Your 10-1".  What is the appropriate reply?

    • Repeat what you said but speak louder into the radio making sure to strongly emphasize every word.

    • Find the nearest telephone and call the other officer.

    • Repeat your transmission. Move to a new location if your are still 10-1.

    • Ignore the radio call and continue on your patrol.

    Correct Answer
    A. Repeat your transmission. Move to a new location if your are still 10-1.
    Explanation
    Occasionally you will be asked to repeat a transmission. This is normal. It could be that you were both attempting to speak at the same time. It could be that you failed to hold the Push To Talk button long enough before and after your transmission result a cut off or static filled transmission. Or it could simply be you are in area with poor radio coverage such as a garage, stairwell etc.

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  • 5. 

    You receive a call from a business partner that that requires you to look up a security contact number that you do not reference often.  While you are searching, what should you do with the call.

    • Either push the 'mute' button or place the caller on hold, while you search for the number.

    • Complete the request as quickly as possible

    • Transfer the call to company operator using '0'.

    • None of the above.

    Correct Answer
    A. Either push the 'mute' button or place the caller on hold, while you search for the number.
    Explanation
    Whenever completing tasks, looking up numbers etc, you should always place the caller on hold or mute the line so that they do not hear the background noise in the room while you looking for the number, etc.

    This helps to maintain greater impression of professionalism.

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  • 6. 

    What must you have ready at all times when answering the phone?

    Correct Answer
    pen and paper
    paper and pen
    Explanation
    Per the Guardsmark Mission Partner Statement and Gap Inc. procedures you must always have a pen and paper ready when answering calls.

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  • 7. 

    What is the limitation on incoming personal calls per the MPS?

    • Unlimited as long as you have no other work tasks at the time.

    • No incoming personal calls are allowed.

    • Limited to urgent calls only.

    Correct Answer
    A. Limited to urgent calls only.
    Explanation
    Per the Guardsmark MPS setion 2.6, "Limit incoming personal calls to urgent or emergency situations. Make sure your family members are aware of these restrictions.

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  • 8. 

    What is the number of rings you must answer the phone within?

    • 4 rings

    • 1 ring

    • As soon as you are available.

    • 6 rings

    • 10 rings

    Correct Answer
    A. 4 rings
    Explanation
    All calls must be answered within at least 4 rings.

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  • 9. 

    What information must you write down on your note/scrap paper every time a caller calls your post?

    • The time of the call.

    • The caller's name.

    • Their request

    • Name of the caller and best return phone number

    • None of the above.

    Correct Answer
    A. Name of the caller and best return phone number
    Explanation
    You should always write down the full name and return phone number or extension for everyone that calls you. This ensures that you are disconnected while answering other calls or need to contact the customer for any reason you will always have what you need to call them back.

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  • 10. 
    What do the 10 codes 10-1, 10-2 and 10-5 mean? - ProProfs

    What do the 10 codes 10-1, 10-2 and 10-5 mean?

    Explanation
    You should always use 10 codes where ever possible. All communications should be kept short and abbreviated. You can see a full list of Gap Inc. used 10 codes in section 2.6 of your Gap Inc. MPS.

    10-1 = Unable to copy
    10-2 = Signal good
    10-5 Request radio check

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Quiz Review Timeline (Updated): Mar 19, 2022 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 19, 2022
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 09, 2009
    Quiz Created by
    Zackcrowther
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