Section 5.3—quiz: Telephone Services

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Section 5.3quiz: Telephone Services - Quiz

The telephone is a communication device used by people who are far apart from each other to hold a conversation and it was invented by Alexander Graham Bell in 1876. To find out what you know about telephone services take the quiz.

Questions and Answers

1.

Which of the following is the way most hotels prefer to handle telephone messages for guests?
- A.
  
  Place the message slip in the guest’s mail and message rack slot until the guest requests it.
- B.
  
  Slide the message slip under the door of the guest’s room.
- C.
  
  Time-stamp the message slip, place it in an envelope, and deliver it to the guest’s room as soon as possible.
- D.
  
  Time-stamp the message slip, place it in the guest’s mail and message rack slot, and switch on any in-room message indicators.
Correct Answer
D. Time-stamp the message slip, place it in the guest’s mail and message rack slot, and switch on any in-room message indicators.

Explanation
Most hotels prefer to time-stamp the message slip, place it in the guest's mail and message rack slot, and switch on any in-room message indicators. This ensures that the message is recorded and easily accessible for the guest to retrieve when they are ready. The time-stamp helps track the time the message was received, and placing it in the designated slot keeps it organized. Switching on in-room message indicators notifies the guest that they have a message waiting for them, providing a convenient way for them to be aware of any important information or requests.

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2.

Jayamalya has been unable to deliver a fax that was just received because the recipient, Kareem Sensbar, has already checked out of the hotel. What should she do with the fax?
- A.
  
  Mail it to Mr. Sensbar at the address he put on the registration card.
- B.
  
  Call the sender of the fax and let them know it couldn’t be delivered.
- C.
  
  Throw the fax away.
- D.
  
  Make a notation in the log book and hold it in the specified place until Mr. Sensbar calls for it.
Correct Answer
B. Call the sender of the fax and let them know it couldn’t be delivered.

Explanation
Jayamalya should call the sender of the fax and inform them that it couldn't be delivered. This is the most appropriate action to take because the recipient has already checked out of the hotel, so mailing it or holding it for him would not be possible. Instead of throwing it away, notifying the sender allows them to take any necessary actions or make alternative arrangements for the fax.

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3.

Which of the following is not a good tip for professional telephone skills?
- A.
  
  Smile.
- B.
  
  Sit up straight.
- C.
  
  Use a high voice pitch.
- D.
  
  Match your speaking rate to the caller’s.
Correct Answer
C. Use a high voice pitch.

Explanation
Using a high voice pitch is not a good tip for professional telephone skills because it can come across as unprofessional or childish. It is important to maintain a calm and professional tone while speaking on the phone, which includes speaking in a natural voice pitch. This helps to convey confidence and professionalism to the caller.

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4.

Which of the following information is usually not needed on a telephone message?
- A.
  
  Caller’s age
- B.
  
  Caller’s time zone
- C.
  
  Caller’s department
- D.
  
  Caller’s company
Correct Answer
A. Caller’s age

Explanation
The caller's age is usually not needed on a telephone message because it is not relevant to the purpose of the message. The age of the caller does not typically impact the content or urgency of the message, and therefore it is not necessary to include this information. Other details such as the caller's time zone, department, and company are more likely to be important for proper communication and follow-up.

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5.

Which guest would be most likely to use a TDD?
- A.
  
  A business traveler
- B.
  
  A leisure traveler
- C.
  
  A guest with a vision impairment
- D.
  
  A guest with a hearing impairment
Correct Answer
D. A guest with a hearing impairment

Explanation
A guest with a hearing impairment would be most likely to use a TDD (Telecommunications Device for the Deaf) because it is designed to assist individuals who are deaf or hard of hearing in communicating over the phone. TDDs allow users to type out their messages, which are then transmitted as text to the recipient. This technology enables individuals with hearing impairments to have equal access to telephone communication, making it the most suitable option for them.

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6.

Match the guests with the telephone service they are most likely to use. Randy has an electronic file that must be sent to his boss
- A.
  
  E-mail
- B.
  
  TDD
- C.
  
  Voice mail
- D.
  
  Wake-up services
- E.
  
  Fax Services
Correct Answer
A. E-mail

Explanation
Randy needs to send an electronic file to his boss, which suggests that he needs a means of communication that can transmit digital files. Among the given options, e-mail is the most suitable choice for this purpose as it allows the sending and receiving of files electronically. TDD is typically used for communication with individuals who have hearing or speech impairments. Voice mail is used for leaving recorded messages. Wake-up services are used for scheduling wake-up calls. Fax services are used for sending and receiving documents in hard copy format.

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7.

Match the guests with the telephone service they are most likely to use. Veronica signed a contract that she needs to send immediately
- A.
  
  E-mail
- B.
  
  TDD
- C.
  
  Voice mail
- D.
  
  Wake-up services
- E.
  
  Fax Services
Correct Answer
E. Fax Services

Explanation
Veronica needs to send a contract immediately, and the most suitable telephone service for this purpose would be fax services. Fax services allow users to send documents quickly and securely over a telephone line. It is commonly used for sending important documents, contracts, or legal papers. E-mail, TDD, voice mail, and wake-up services are not specifically designed for sending immediate documents and are less likely to be used for this purpose.

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8.

Match the guests with the telephone service they are most likely to use. Abd-al-Majid has a meeting at 7 A.M.
- A.
  
  E-mail
- B.
  
  TDD
- C.
  
  Voice mail
- D.
  
  Wake-up services
- E.
  
  Fax Services
Correct Answer
D. Wake-up services

Explanation
Abd-al-Majid has a meeting at 7 A.M., indicating that he needs a service that will wake him up at the specified time. Wake-up services are designed specifically for this purpose, making it the most likely telephone service that Abd-al-Majid would use in this situation.

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9.

Match the guests with the telephone service they are most likely to use. Daljeet has a speech impairment
- A.
  
  E-mail
- B.
  
  TDD
- C.
  
  Voice mail
- D.
  
  Wake-up services
- E.
  
  Fax Services
Correct Answer
B. TDD

Explanation
Daljeet, who has a speech impairment, is most likely to use TDD (Telecommunications Device for the Deaf) as a telephone service. TDD allows individuals with speech impairments to communicate through text messages rather than voice calls.

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Current Version
Mar 21, 2022

Quiz Edited by
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Nov 16, 2007

Quiz Created by
Aoht

Section 5.3—quiz: Telephone Services

Which of the following is the way most hotels prefer to handle telephone messages for guests?

Jayamalya has been unable to deliver a fax that was just received because the recipient, Kareem Sensbar, has already checked out of the hotel. What should she do with the fax?

Which of the following is not a good tip for professional telephone skills?

Which of the following information is usually not needed on a telephone message?

Which guest would be most likely to use a TDD?

Match the guests with the telephone service they are most likely to use. Randy has an electronic file that must be sent to his boss

Match the guests with the telephone service they are most likely to use. Veronica signed a contract that she needs to send immediately

Match the guests with the telephone service they are most likely to use. Abd-al-Majid has a meeting at 7 A.M.

Match the guests with the telephone service they are most likely to use. Daljeet has a speech impairment