Quiz -telephone Etiquette

10 Questions | Total Attempts: 1985

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Quiz -telephone Etiquette

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

  • 2. 
    Can we use slang's on call 
    • A. 

      Yes

    • B. 

      No

  • 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

  • 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

  • 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

  • 6. 
    We should not be chewing or having something while taking calls
    • A. 

      True

    • B. 

      False

  • 7. 
    To pacify the customer we –
    • A. 

      Empathize with the Customer

    • B. 

      Sympathize with the Customer

  • 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

  • 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

  • 10. 
    We need to answer customer query –
    • A. 

      Aggressively

    • B. 

      Assertively

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