Phone Etiquette
5 Questions
| Attempts: 164
You must pass this quiz with a score of 75% to continue to the next training module. &nbs p;
Questions and Answers
- 1.
Always answer the phone identifying yourself and ____________.
- A.
Department Telephone Number
- B.
State
- C.
Name of Department
- D.
Company Name
Correct Answer
D. Company Name -
- 2.
When placing a call on hold, always remember to:
- A.
Be sure to let the customer know that he/she will be placed on hold in order to direct them to the correct destination.
- B.
Let the customer know why you will be placing their call on hold and leave a number.
- C.
All of the avove
Correct Answer
C. All of the avove -
- 3.
Always be sure to deliver messages to the appropriate destination.
- A.
True
- B.
False
Correct Answer
A. True -
- 4.
Always ask for the caller's name, the reason for call, the customer's contact information and be sure to record the date and time of the call as well.
- A.
True
- B.
False
Correct Answer
A. True -
- 5.
To end a call, you should always:
- A.
Ask the customer if there is anything else they need help with.
- B.
Transfer the customer to someone else in the department.
- C.
Ask the customer to state their name and number.
Correct Answer
A. Ask the customer if there is anything else they need help with. -
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Current Version
-
Jan 21, 2013Quiz Edited by
ProProfs Editorial Team -
Nov 20, 2010Quiz Created by
Phyllis5255
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