Competency #1 Telephone And Switchboard Etiquette Test

11 Questions

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Competency Quizzes & Trivia

Telephone Etiquette


Questions and Answers
  • 1. 
  • 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