Competency #1 Telephone And Switchboard Etiquette Test
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Telephone Etiquette
- 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
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