Quiz -telephone Etiquette

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Quiz -telephone Etiquette - Quiz

What do you consider the things to uphold while on telephone? What things do you consider not acceptable while on phone? The telephone etiquette quiz below has all these answers. Find them out and all the best.


Questions and Answers
  • 1. 

    Call Opening includes

    • A.

      Greeting and your name

    • B.

      Your and Company name

    • C.

      Greeting, your and Company name

    • D.

      Your and Company address

    Correct Answer
    C. Greeting, your and Company name
    Explanation
    The correct answer is "Greeting, your and Company name." This option is the most appropriate because it includes all the necessary components of a call opening. It starts with a greeting to establish a polite and friendly tone, followed by stating your name to introduce yourself. Finally, it includes the company name to provide further context and establish credibility.

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  • 2. 

    Can we use slang's on call 

    • A.

      Yes

    • B.

      No

    Correct Answer
    B. No
    Explanation
    The answer is "No" because using slang on a call is generally considered unprofessional and can create misunderstandings or confusion. It is important to maintain clear and effective communication during a call, and using slang may hinder this. Using appropriate language and being respectful towards others is essential in professional settings.

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  • 3. 

    What needs to be informed to a caller before transferring a call?

    • A.

      Department where call will be transferred

    • B.

      Person to whom call will be transferred

    • C.

      Purpose of transferring a call

    • D.

      All of the above

    Correct Answer
    D. All of the above
    Explanation
    Before transferring a call, it is important to inform the caller about the department where the call will be transferred, the person to whom the call will be transferred, and the purpose of transferring the call. This ensures that the caller is aware of where their call is being directed, who will be handling their inquiry, and why the call is being transferred. By providing this information, the caller can have a clear understanding of the process and feel more confident that their call will be properly handled.

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  • 4. 

    Hold protocol includes

    • A.

      Ask permission to place caller on hold

    • B.

      Refresh hold if it is taking long

    • C.

      Thank him for being on hold

    • D.

      All of the above

    Correct Answer
    D. All of the above
    Explanation
    The hold protocol includes asking permission to place the caller on hold, refreshing the hold if it is taking a long time, and thanking the caller for being on hold. All of these actions are part of the hold protocol, ensuring that the caller is informed and respected while on hold.

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  • 5. 

    If a member calls in and their phone number does not auto populate, how do you locate the member

    • A.

      Search by last name

    • B.

      Search by telephone number

    • C.

      Search by address

    • D.

      Search by date of order placed

    Correct Answer
    B. Search by telephone number
    Explanation
    To locate a member who calls in and their phone number does not auto populate, the best way is to search by telephone number. This is because the phone number is a unique identifier for each member and can be easily used to locate their information in the system. By searching using the telephone number, the member's details can be quickly retrieved and their query can be addressed efficiently.

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  • 6. 

    We should not be chewing or having something while taking calls

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Chewing or having something while taking calls can be seen as unprofessional and disrespectful. It can interfere with clear communication and may result in a lack of focus or understanding. Additionally, it can create background noise that can be distracting to the person on the other end of the call. Therefore, it is best to avoid chewing or having something in your mouth while taking calls to ensure effective communication and professionalism.

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  • 7. 

    To pacify the customer we –

    • A.

      Empathize with the Customer

    • B.

      Sympathize with the Customer

    Correct Answer
    A. Empathize with the Customer
    Explanation
    Empathizing with the customer means understanding and sharing their feelings and emotions. By empathizing with the customer, we show that we genuinely care about their concerns and are willing to listen and understand their perspective. This can help build trust and rapport with the customer, making them feel valued and respected. Sympathizing, on the other hand, may imply pity or simply feeling sorry for the customer without truly understanding their situation. Therefore, empathizing with the customer is a more effective approach to pacify them and address their concerns.

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  • 8. 

    In case a caller is using Unprofessional or Profane language, how many warnings need to be given before disconnecting the call?

    • A.

      3

    • B.

      2

    • C.

      1

    Correct Answer
    A. 3
    Explanation
    The correct answer is 3. This means that three warnings need to be given before disconnecting the call if the caller is using unprofessional or profane language. This policy is likely in place to give the caller multiple opportunities to correct their behavior before resorting to disconnection. By providing multiple warnings, it allows for the possibility of resolving the issue without the need for immediate disconnection.

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  • 9. 

    Which is most appropriate? 

    • A.

      May , I please place your call on hold

    • B.

      Can I put you on hold

    • C.

      Be on line

    • D.

      Wait a moment

    Correct Answer
    A. May , I please place your call on hold
    Explanation
    The most appropriate option is "May I please place your call on hold?" because it is a polite and professional way to ask for permission to put the caller on hold.

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  • 10. 

    We need to answer customer query –

    • A.

      Aggressively

    • B.

      Assertively

    Correct Answer
    B. Assertively
    Explanation
    Assertively is the correct answer because when answering a customer query, it is important to respond confidently and firmly, while still being respectful and understanding. Being assertive allows the customer to feel heard and valued, while also ensuring that their query is addressed effectively. Aggressively, on the other hand, implies a confrontational and hostile approach, which is not suitable for customer service interactions.

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  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 22, 2014
    Quiz Created by
    Shopclues
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