Competency #1 Telephone And Switchboard Etiquette Test
(89).jpg "Competency #1 Telephone And Switchboard Etiquette Test - Quiz")
Telephone Etiquette
- 1.Please write the difference between hearing and listening. 1 Paragraph with at least minimum of 75 words. 75 word essay looks like this: I am very happy that today is Thursday because Thursdays always means that I am able to look forward to Friday. If I am assuming that Friday is after Thursday then surely Saturday as well as Sunday will come along which means that it will be the weekend. If the weekend has arrived and if the weekend is definately here then I know that for sure I am going to have a lot of fun and play.
- 2.Assume that you are the phone operator at CET, please write and example of how to answer the phone at CET:
- 3.Assume that you are the phone operator at CET, please lease write and example of how to end a phone conversation at CET:
- 4.Which of the two are acceptable as examples for placing a person on hold?
- A.
A. Would you mind holding while I get your file?
- B.
B. Can you please hold briefly while I see if Mr. Jones is available?
- C.
C. both
- 5.What is the earliest and the latest that you should place a business call and why?
- A.
A. 8:00 am to 9:30 pm are the good time to call if it is an emergency.
- B.
B. 7:30 am to 7:30 pm are the best times to leave a messages for customers
- C.
C. 9:00 am to 9:00 pm because those are the business hours.
- 6.What is the correct way to transfer on a person?
- A.
A. One second, I will be transfer you.
- B.
B. One moment please, let me transfer you.
- C.
C. both
- 7.Give an example of how you should identify yourself when making a call to a customer:
- A.
A. Good morning Mr. Brown, this is Mayra, how can I help you?
- B.
B. Good afternoon Sr. Alberto, how can I help you? this is Jenny.
- C.
C. Hi, This is Mr. Prieto, may I help you? Mrs. Eva Rosales.
- 8.What five pieces of information do you need in order to take a phone message?
- A.
Brand of Cell phone they are using
- B.
Callers name
- C.
Date and time of call
- D.
What the call is regarding or about
- E.
If the caller is driving a car or a van
- F.
If the Caller wants a return phone call
- G.
Phone number at which the caller can be reached
- 9.There are 9 tips to answering a call, which are they?
- A.
Speak Clearly
- B.
Be multitasking while on the phone
- C.
Use your normal tone of voice
- D.
Yell on the phone
- E.
Do not eat or drink while on the phone
- F.
Whisper on the phone
- G.
Do not use slang or bad words
- H.
Assume the person has called the wrong number
- I.
Address the caller by their proper name or title
- J.
Listen to the caller and what they have to say
- K.
Be patient and helpful
- L.
Make sure you have your favorite Mickey Mouse watch on
- M.
Always ask if you can put the caller on hold
- N.
Always focus on the call
- 10.There are 7 wasy to create a good phone impression, they are:
- A.
Try to answer the phone on the second ring
- B.
Answer the phone with a friendly greeting
- C.
SMILE
- D.
Don't SMILE
- E.
Ask the caller for their name
- F.
Speak clearly and slowly
- G.
Lower your voice if your normally speak loudly
- H.
Laugh
- I.
Keep the phone two-finger widths away from your mouth
- J.
Wear pink socks
- 11.I should always answer they phone by the first ring.
- A.
True
- B.
False
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