Competency #1 Telephone And Switchboard Etiquette Test

1. Give an example of how you should identify yourself when making a call to a customer:

A. Good morning Mr. Brown, this is Mayra, how can I help you?

B. Good afternoon Sr. Alberto, how can I help you? this is Jenny.

C. Hi, This is Mr. Prieto, may I help you? Mrs. Eva Rosales.

You need to greet the person, say your name and ask how you can help.

Explanation

You need to greet the person, say your name and ask how you can help.

2. What five pieces of information do you need in order to take a phone message?

Brand of Cell phone they are using

Callers name

Date and time of call

What the call is regarding or about

If the caller is driving a car or a van

If the Caller wants a return phone call

Phone number at which the caller can be reached

To take a phone message, you need the caller's name so that you can accurately identify who the message is for. The date and time of the call is important for record-keeping purposes and to prioritize messages. Knowing what the call is regarding or about helps determine the urgency and importance of the message. If the caller wants a return phone call, it is necessary to note this information. Lastly, you need the phone number at which the caller can be reached in order to relay the message or for further communication.

Explanation

To take a phone message, you need the caller's name so that you can accurately identify who the message is for. The date and time of the call is important for record-keeping purposes and to prioritize messages. Knowing what the call is regarding or about helps determine the urgency and importance of the message. If the caller wants a return phone call, it is necessary to note this information. Lastly, you need the phone number at which the caller can be reached in order to relay the message or for further communication.

Submit

3. What is the correct way to transfer on a person?

A. One second, I will be transfer you.

B. One moment please, let me transfer you.

C. both

Always use please!

Explanation

Always use please!

4. Which of the two are acceptable as examples for placing a person on hold?

A. Would you mind holding while I get your file?

B. Can you please hold briefly while I see if Mr. Jones is available?

C. both

Both options a and b are acceptable examples for placing a person on hold. Option a politely asks the person if they would mind holding while their file is retrieved, indicating that their request will be attended to shortly. Option b also politely asks the person if they can hold briefly while the availability of Mr. Jones is checked. Both options demonstrate a courteous and respectful approach to placing someone on hold.

Explanation

Both options a and b are acceptable examples for placing a person on hold. Option a politely asks the person if they would mind holding while their file is retrieved, indicating that their request will be attended to shortly. Option b also politely asks the person if they can hold briefly while the availability of Mr. Jones is checked. Both options demonstrate a courteous and respectful approach to placing someone on hold.

5. There are 7 wasy to create a good phone impression, they are:

Try to answer the phone on the second ring

Answer the phone with a friendly greeting

SMILE

Don't SMILE

Ask the caller for their name

Speak clearly and slowly

Lower your voice if your normally speak loudly

Laugh

Keep the phone two-finger widths away from your mouth

Wear pink socks

The given answer includes the actions that can help create a good phone impression. Answering the phone on the second ring shows promptness and attentiveness. Answering with a friendly greeting and smiling can create a positive and welcoming atmosphere. Asking the caller for their name shows interest and personalizes the conversation. Speaking clearly and slowly ensures that the caller can understand and follow the conversation. Lowering the voice if one normally speaks loudly helps maintain a pleasant tone. Keeping the phone two-finger widths away from the mouth prevents muffled or distorted sound.

Explanation

The given answer includes the actions that can help create a good phone impression. Answering the phone on the second ring shows promptness and attentiveness. Answering with a friendly greeting and smiling can create a positive and welcoming atmosphere. Asking the caller for their name shows interest and personalizes the conversation. Speaking clearly and slowly ensures that the caller can understand and follow the conversation. Lowering the voice if one normally speaks loudly helps maintain a pleasant tone. Keeping the phone two-finger widths away from the mouth prevents muffled or distorted sound.

Submit

6. I should always answer they phone by the first ring.

True

False

The statement "I should always answer the phone by the first ring" is not necessarily true. While it may be considered polite or efficient to answer the phone quickly, there are various reasons why it may not always be possible or necessary to answer by the first ring. Factors such as being in a meeting, driving, or simply not being available at that moment can prevent someone from answering immediately. Therefore, the correct answer is false.

Explanation

The statement "I should always answer the phone by the first ring" is not necessarily true. While it may be considered polite or efficient to answer the phone quickly, there are various reasons why it may not always be possible or necessary to answer by the first ring. Factors such as being in a meeting, driving, or simply not being available at that moment can prevent someone from answering immediately. Therefore, the correct answer is false.

7. There are 9 tips to answering a call, which are they?

Speak Clearly

Be multitasking while on the phone

Use your normal tone of voice

Yell on the phone

Do not eat or drink while on the phone

Whisper on the phone

Do not use slang or bad words

Assume the person has called the wrong number

Address the caller by their proper name or title

Listen to the caller and what they have to say

Be patient and helpful

Make sure you have your favorite Mickey Mouse watch on

Always ask if you can put the caller on hold

Always focus on the call

The given answer includes the tips that are essential for answering a call professionally and effectively. Speaking clearly and using a normal tone of voice ensures clear communication. Avoiding eating or drinking, using slang or bad words, and whispering on the phone maintains professionalism. Addressing the caller by their proper name or title shows respect. Listening to the caller and being patient and helpful demonstrates good customer service. Asking if the caller can be put on hold and staying focused on the call ensures that their needs are met efficiently.

Explanation

The given answer includes the tips that are essential for answering a call professionally and effectively. Speaking clearly and using a normal tone of voice ensures clear communication. Avoiding eating or drinking, using slang or bad words, and whispering on the phone maintains professionalism. Addressing the caller by their proper name or title shows respect. Listening to the caller and being patient and helpful demonstrates good customer service. Asking if the caller can be put on hold and staying focused on the call ensures that their needs are met efficiently.

Submit

8. What is the earliest and the latest that you should place a business call and why?

A. 8:00 am to 9:30 pm are the good time to call if it is an emergency.

B. 7:30 am to 7:30 pm are the best times to leave a messages for customers

C. 9:00 am to 9:00 pm because those are the business hours.

it is never polite to call before 9:00 am or after 9:00 pm for business purposes.

Explanation

it is never polite to call before 9:00 am or after 9:00 pm for business purposes.