Section 7.1—quiz: Basics Of Telephone Communications

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Section 7.1quiz: Basics Of Telephone Communications - Quiz

Section 7.1—Quiz: Basics of Telephone Communications


Questions and Answers
  • 1. 

    All of the following are ways a salesperson can make a good impression on the phone, EXCEPT:

    • A.

      Making adequate preparation.

    • B.

      Taking adequate time.

    • C.

      Showing courtesy and respect.

    • D.

      Placing a caller on hold.

    Correct Answer
    D. Placing a caller on hold.
    Explanation
    Placing a caller on hold is not a way a salesperson can make a good impression on the phone. When a salesperson puts a caller on hold, it can make the caller feel ignored or unimportant. It is important for a salesperson to give their full attention to the caller and provide them with the necessary information or assistance. Placing a caller on hold can disrupt the flow of the conversation and may lead to frustration or dissatisfaction on the caller's part. Therefore, it is best to avoid putting callers on hold in order to make a good impression.

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  • 2. 

    Using your voice to reflect sincerity, pleasantness, confidence, and interest describes which of the following communication skills?

    • A.

      Tone of voice

    • B.

      Pitch

    • C.

      Inflection

    • D.

      Enunciation

    Correct Answer
    A. Tone of voice
    Explanation
    The term "tone of voice" refers to the way someone speaks, including the emotions and attitudes conveyed through their voice. By using your voice to reflect sincerity, pleasantness, confidence, and interest, you are effectively utilizing your tone of voice to communicate effectively. This means that you are expressing genuineness, positivity, self-assuredness, and engagement through the way you speak.

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  • 3. 

    Talking at the right pace and making sure you are carefully pronouncing your words describes which of the following communication skills?

    • A.

      Tone of voice

    • B.

      Pitch

    • C.

      Inflection

    • D.

      Enunciation

    Correct Answer
    D. Enunciation
    Explanation
    Enunciation refers to the clear and precise pronunciation of words. When someone is talking at the right pace and carefully pronouncing their words, they are demonstrating good enunciation skills. This means that they are speaking clearly and effectively, ensuring that their message is easily understood by others.

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  • 4. 

    Speaking in a voice that carries well and is pleasant to the listener describes which of the following communication skills?

    • A.

      Tone of voice

    • B.

      Pitch

    • C.

      Inflection

    • D.

      Enunciation

    Correct Answer
    B. Pitch
    Explanation
    Pitch refers to the highness or lowness of a person's voice. When someone speaks in a voice that carries well and is pleasant to the listener, it means that they have a good pitch. This means that their voice is neither too high nor too low, making it easy to hear and understand. Therefore, pitch is the correct answer that describes this communication skill.

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  • 5. 

    At least five ways that the phone can be used for sales purposes.

    • A.

      Search for sales leads, qualify potential customers, make sales appointments, blitz a market to reach prospects and clients, service local accounts quickly and economically, service geographically isolated accounts, help guests make reservations, sell additional services to registered guests, receive responses from direct-mail campaigns, convert inquiries generated by ads, gather market research data, penetrate new markets, reactivate former accounts, increase the profitability of marginal accounts, announce promotional news to clients, and follow up bids, proposals, direct-mail campaigns, and leads developed at trade shows.

    • B.

      Etiquette is an important part of any interaction between a property employee and a potential guest. It lets the potential guest know that he or she is important to the property.

    • C.

      Adequate preparation, adequate time, courtesy and respect, brevity, and timing.

    • D.

      Limit talking, get involved, and ask questions.

    • E.

      Asking questions generates prospect involvement and shows that you're interested. Questions are an effective way to keep the prospect talking and gather additional information.

    Correct Answer
    A. Search for sales leads, qualify potential customers, make sales appointments, blitz a market to reach prospects and clients, service local accounts quickly and economically, service geographically isolated accounts, help guests make reservations, sell additional services to registered guests, receive responses from direct-mail campaigns, convert inquiries generated by ads, gather market research data, penetrate new markets, reactivate former accounts, increase the profitability of marginal accounts, announce promotional news to clients, and follow up bids, proposals, direct-mail campaigns, and leads developed at trade shows.
    Explanation
    The answer provides a comprehensive list of at least five ways that the phone can be used for sales purposes. These include searching for sales leads, qualifying potential customers, making sales appointments, blitzing a market to reach prospects and clients, servicing local and geographically isolated accounts, helping guests make reservations, selling additional services to registered guests, receiving responses from direct-mail campaigns, converting inquiries generated by ads, gathering market research data, penetrating new markets, reactivating former accounts, increasing the profitability of marginal accounts, announcing promotional news to clients, and following up on bids, proposals, direct-mail campaigns, and leads developed at trade shows.

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  • 6. 

    Why is etiquette important?

    • A.

      Search for sales leads, qualify potential customers, make sales appointments, blitz a market to reach prospects and clients, service local accounts quickly and economically, service geographically isolated accounts, help guests make reservations, sell additional services to registered guests, receive responses from direct-mail campaigns, convert inquiries generated by ads, gather market research data, penetrate new markets, reactivate former accounts, increase the profitability of marginal accounts, announce promotional news to clients, and follow up bids, proposals, direct-mail campaigns, and leads developed at trade shows.

    • B.

      Etiquette is an important part of any interaction between a property employee and a potential guest. It lets the potential guest know that he or she is important to the property.

    • C.

      Adequate preparation, adequate time, courtesy and respect, brevity, and timing.

    • D.

      Limit talking, get involved, and ask questions.

    • E.

      Asking questions generates prospect involvement and shows that you're interested. Questions are an effective way to keep the prospect talking and gather additional information.

    Correct Answer
    B. Etiquette is an important part of any interaction between a property employee and a potential guest. It lets the potential guest know that he or she is important to the property.
    Explanation
    Etiquette is important because it shows respect and courtesy towards others, in this case, potential guests. It allows the property employee to make the potential guest feel valued and important. By practicing etiquette, the employee can create a positive impression and build a good relationship with the guest. Etiquette also helps in maintaining professionalism and creating a pleasant atmosphere during interactions, which can lead to better customer satisfaction and loyalty.

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  • 7. 

    What are five ways to make a good impression on the phone?

    • A.

      Search for sales leads, qualify potential customers, make sales appointments, blitz a market to reach prospects and clients, service local accounts quickly and economically, service geographically isolated accounts, help guests make reservations, sell additional services to registered guests, receive responses from direct-mail campaigns, convert inquiries generated by ads, gather market research data, penetrate new markets, reactivate former accounts, increase the profitability of marginal accounts, announce promotional news to clients, and follow up bids, proposals, direct-mail campaigns, and leads developed at trade shows.

    • B.

      Etiquette is an important part of any interaction between a property employee and a potential guest. It lets the potential guest know that he or she is important to the property.

    • C.

      Adequate preparation, adequate time, courtesy and respect, brevity, and timing.

    • D.

      Limit talking, get involved, and ask questions.

    • E.

      Asking questions generates prospect involvement and shows that you're interested. Questions are an effective way to keep the prospect talking and gather additional information.

    Correct Answer
    C. Adequate preparation, adequate time, courtesy and respect, brevity, and timing.
    Explanation
    The answer provided suggests that there are five ways to make a good impression on the phone: adequate preparation, adequate time, courtesy and respect, brevity, and timing. These factors are important in ensuring a successful interaction with a potential guest or customer. Adequate preparation allows for a smooth conversation, while giving enough time shows that the person is valued. Courtesy and respect are essential in maintaining a positive tone, and being brief and timely helps to keep the conversation efficient and effective.

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  • 8. 

    List three listening skills.

    • A.

      Students may include any five of the following: search for sales leads, qualify potential customers, make sales appointments, blitz a market to reach prospects and clients, service local accounts quickly and economically, service geographically isolated accounts, help guests make reservations, sell additional services to registered guests, receive responses from direct-mail campaigns, convert inquiries generated by ads, gather market research data, penetrate new markets, reactivate former accounts, increase the profitability of marginal accounts, announce promotional news to clients, and follow up bids, proposals, direct-mail campaigns, and leads developed at trade shows.

    • B.

      Etiquette is an important part of any interaction between a property employee and a potential guest. It lets the potential guest know that he or she is important to the property.

    • C.

      Adequate preparation, adequate time, courtesy and respect, brevity, and timing.

    • D.

      Limit talking, get involved, and ask questions.

    • E.

      Asking questions generates prospect involvement and shows that you're interested. Questions are an effective way to keep the prospect talking and gather additional information.

    Correct Answer
    D. Limit talking, get involved, and ask questions.
    Explanation
    The answer "Limit talking, get involved, and ask questions" correctly identifies three listening skills. Limiting talking is important in order to give the speaker the opportunity to express themselves. Getting involved means actively participating in the conversation and showing interest. Asking questions is a crucial listening skill as it allows for clarification and encourages the speaker to provide more information. These three skills combined demonstrate effective listening and engagement in a conversation.

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  • 9. 

    Why is it important to ask prospective clients questions?

    • A.

      Search for sales leads, qualify potential customers, make sales appointments, blitz a market to reach prospects and clients, service local accounts quickly and economically, service geographically isolated accounts, help guests make reservations, sell additional services to registered guests, receive responses from direct-mail campaigns, convert inquiries generated by ads, gather market research data, penetrate new markets, reactivate former accounts, increase the profitability of marginal accounts, announce promotional news to clients, and follow up bids, proposals, direct-mail campaigns, and leads developed at trade shows.

    • B.

      Etiquette is an important part of any interaction between a property employee and a potential guest. It lets the potential guest know that he or she is important to the property.

    • C.

      Adequate preparation, adequate time, courtesy and respect, brevity, and timing.

    • D.

      Limit talking, get involved, and ask questions.

    • E.

      Asking questions generates prospect involvement and shows that you're interested. Questions are an effective way to keep the prospect talking and gather additional information.

    Correct Answer
    E. Asking questions generates prospect involvement and shows that you're interested. Questions are an effective way to keep the prospect talking and gather additional information.
    Explanation
    Asking questions generates prospect involvement and shows that you're interested. It allows for a two-way conversation and helps build rapport with the prospective client. By asking questions, you can gather additional information about their needs, preferences, and challenges, which can help tailor your approach and offer a more personalized solution. It also demonstrates your expertise and problem-solving abilities as you dig deeper into their requirements. Overall, asking questions is an essential sales technique that helps engage the prospect, uncover valuable insights, and build a stronger foundation for a successful business relationship.

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