Telephonic Conversation And Phone Skills! Trivia Quiz

12 Questions | Total Attempts: 229

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Telephonic Conversation And Phone Skills! Trivia Quiz

This trivia quiz will test you on some of the telephonic conversation and phone skills! Today most people try to communicate through emails and telephone communication, and how you handle a formal call is different from a social one. Do take up the quiz below and get to see if you communicate as well as is expected of you!


Questions and Answers
  • 1. 
    The second specific phone skill is attentiveness. An example of this: A patient calls in to cancel, "I cannot make my appointment later today because I am stuck at work. It took me too long to get in this morning, so I am behind." PTW response, "OK, how is your back doing?" - "I am really in a lot of pain because of my back. That is reason why I was so late for work this morning." The attentive PTW employee went on to say, "Our therapists do their best working when you are in the most amount of pain. How about I get you scheduled after work tonight? I will let them know you are in need of pain relief." Which answers BEST describes what attentiveness to customers on the phone involves?
    • A. 

      Attentiveness to customers on the phone involves listening

    • B. 

      Attentiveness to customers on the phone involves always giving it to a manager

    • C. 

      Attentiveness to customers on the phone involves intuition

    • D. 

      Attentiveness to customers on the phone involves PTW greeting

  • 2. 
    PTW has a signature greeting that we answer the phone with. When answering the phone in under 3 rings, what is the signature greeting at PTW?
    • A. 

      Good Morning, Physical Therapy & Wellness Institute, this is Andrew, how may I help you?

    • B. 

      Good Morning, Physical Therapy & Wellness Institute in Montgomeryville, this is Andrew, how may I help you?

    • C. 

      Good Morning, Physical Therapy & Wellness Institute in Montgomeryville, how may I help you?

    • D. 

      Good Morning, Physical Therapy & Wellness Institute, this is Andrew, what do you need?

  • 3. 
    Scheduling an IE involves filling out a standard one page form with minimal information required from the perspective patient. An IE can be scheduled through WebPT from the office, community, etc. Scheduling a new patient (IE) should be...
    • A. 

      Seamless and simple

    • B. 

      Seamless and thorough

    • C. 

      Confusing and simple

    • D. 

      Long and simple

  • 4. 
    Scheduling regular follow up appointments create compliant patients. Guidelines for booking daily appointments are: Up to 3 patients per hour, 4 during stretch. In some cases, such as Saturdays, double booking may occur due to the Saturday higher than average non arrival rates. While on the phone, it is the PTW mission to do what ever it takes, offer alternatives and solutions in order to help a patient get the scheduled appointments 3x a week. Make sure reminders are on for ALL appointments! In general, , PTW averages...
    • A. 

      2.0 patients per hour per PT and has a 90% arrival rate for scheduled appointments

    • B. 

      1.89 patients per hour per PT and has an 87% arrival rate for scheduled appointments

    • C. 

      1.8 patients per hour per PT and has an 85% arrival rate for scheduled appointments

    • D. 

      1.6 patients per hour per PT and has an 85% arrival rate for scheduled appointments

  • 5. 
    Support staff always identifies themselves and where they are calling from when calling a physician's office in order to build relations with the office. To help accountability when calling an office for information, always ask for the...
    • A. 

      Name of the patient

    • B. 

      Patient's physician

    • C. 

      Name of the person who you spoke with

    • D. 

      Name of the office manager

  • 6. 
    Using the hold button when passing the phone to a PTW teammate requires gathering relevant information from the customer; accepting a call from a teammate requires you gather information from the teammate before picking up the call.
    • A. 

      True

    • B. 

      False

  • 7. 
    Placing a customer on hold requires immediate attention. Using the HOLD button requires an urgent PTW employee to get a solution in less than 30 seconds.
    • A. 

      True

    • B. 

      False

  • 8. 
    A PT calls a doctor's office to speak with the doctor in regards to a patient's case. If the doctor is unavailable, what is the next preferred form of communication the PT should ask the staff? The PT should ask the staff if he/she can communicate by writing questions in a(n) _________.
    • A. 

      Email

    • B. 

      Text

    • C. 

      Fax

    • D. 

      Letter to be mailed

  • 9. 
    All physician calls require urgent attention and response. If the staff member requested is not available, always ask the physician if they would like to talk to the next most senior therapist who is covering the patient. If the doctor states that "no, I only want to speak with the particular Pt," what should your next response to the physician be?
    • A. 

      Immediately email the PT for the PT to get in touch with physician ASAP

    • B. 

      Immediately put a note on the PT's computer to get in touch with the physician ASAP

    • C. 

      Immediately put a note in the message page for the PT to get in touch with the physician ASAP

    • D. 

      Immediately text the PT to get in touch with the physician ASAP

  • 10. 
    "Could you call back? We are really busy right now." This response is...
    • A. 

      Acceptable during busy times of the day when answering phones

    • B. 

      The one that hurts PTW the most

    • C. 

      The one that hurts PTW the most during slow times

    • D. 

      Acceptable during evening hours when staff is busy

  • 11. 
    What are the three important things to remember when speaking with a customer? (Select all that apply)
    • A. 

      Attitude matters

    • B. 

      Courtesy counts

    • C. 

      Relationships are meaningless

    • D. 

      Tone tells all

    • E. 

      Promise a return call

    • F. 

      Speakerphone always

  • 12. 
    It is the responsibility of each staff member to scan the message pad for any messages they may need to return prior to starting a shift.
    • A. 

      True

    • B. 

      False