Are You A Master Or An Apprentice On The Telephone?
When you answer the telephone in your workplace, it is vital that you project the right image to your customers. Take the quiz to see if your skills are up to scratch!
- 1.
When the telephone rings you should
- A.
Hope someone else answers it
- B.
Answer within 2-3 rings
- C.
Finish serving your customer and then answer it
Correct Answer
B. Answer within 2-3 ringsExplanation
If you wait until you have finished serving your customer,the person on the phone may have hung up. Better to excuse yourself from the customer,answer the phone and ask the caller to wit while you complete the current sale.Rate this question:
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- 2.
If you worked at Jo's Deli, the most appropriate greeting to use when answering the phone would be
- A.
Hi, this is Sue.How can I help you?
- B.
Jo's Deli, how can I help you?
- C.
Hi, Jo's Deli, Sue speaking, how can I help you?
Correct Answer
C. Hi, Jo's Deli, Sue speaking, how can I help you? -
- 3.
When speaking into the phone mouth piece you should hold
- A.
The phone with your shoulder so you can do other tasks while you are talking
- B.
it approximately 5 cm away from your mouth so your voice is clear
- C.
It and cover it with your hand so you can listen and talk to a co-worker about another problem that is happening
Correct Answer
B. it approximately 5 cm away from your mouth so your voice is clearExplanation
The phone call should take priority so you can concentrate and ensure you get all details accuratelyRate this question:
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- 4.
It is important to smile when speaking on the phone because
- A.
It makes you look better to customers in the store.
- B.
It's impossible to sound grumpy with a smile on your face, so your customers will sense that you are ready to help them
- C.
Your co-workers will like it
Correct Answer
B. It's impossible to sound grumpy with a smile on your face, so your customers will sense that you are ready to help them -
- 5.
When speaking with a customer on the phone you should
- A.
Find out their name, and use it during the call
- B.
Call everybody 'sir' or 'madam'
- C.
Not worry about their name unless you have to take an order
Correct Answer
A. Find out their name, and use it during the call -
- 6.
If you have to leave a customer on hold you should
- A.
Tell them you won't be long
- B.
Apologise, and let them know how long they are likely to be on hold
- C.
Say, 'hold on a minute' and be as quick as you can
Correct Answer
B. Apologise, and let them know how long they are likely to be on hold -
- 7.
To ensure accuracy when taking a customer order over the phone there are many details to remember. Which one of the following is the best option to ensure accuracy?
- A.
Remember the customer's details and order and write them down as soon as you get off the phone
- B.
Write down customers name, contact phone number and the order while on the phone and read back to the customer to check accuracy
- C.
Tell your manager the order and customer's name when you get off the phone.
Correct Answer
B. Write down customers name, contact phone number and the order while on the phone and read back to the customer to check accuracy -
- 8.
When finishing a call with a customer you should
- A.
Say goodbye and hang up gently
- B.
Complete the call quickly because you have other custtomer's waiting
- C.
Thank the customer by name for calling and repeat what you will do to follow up after the phone call.
Correct Answer
C. Thank the customer by name for calling and repeat what you will do to follow up after the phone call.Explanation
This gives the customer confidence that their order or enquiry will be handled efficientlyRate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 19, 2022Quiz Edited by
ProProfs Editorial Team -
Aug 16, 2009Quiz Created by
Diannear
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