Section 7.3—quiz: Incoming Calls
10 Questions
| Total Attempts: 58
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Section 7. 3—Quiz: Incoming Calls
Questions and Answers
- 1.All of the following are considered voice mail etiquette except:
- A.
Keep your greeting current.
- B.
Speak naturally and smile.
- C.
Refrain from asking the callers any questions.
- D.
Offer an alternative out of voice mail.
- 2.Donna is sending a banquet menu to a caller who attended a friend’s wedding at the property and is considering hosting her daughter’s bridal shower there. What type of call did Donna answer?
- A.
Reservations
- B.
Response to advertising
- C.
Inquiry
- D.
Qualifying call
- 3.Fred is calling the Four Sticks Inn on their toll-free number after finding them in the Yellow Pages to find out whether they have any vacation packages in October. What type of call is Fred making?
- A.
Reservations
- B.
Response to advertising
- C.
Inquiry
- D.
Qualifying call
- 4.Which of the following is not a type of incoming call that can lead to sales?
- A.
Reservations
- B.
Response to advertising
- C.
Inquiry
- D.
Qualifying call
- 5.If a caller must be transferred, the person doing the transfer should:
- A.
Attempt to determine the purpose of the call and who can help.
- B.
Transfer the call immediately.
- C.
Write the person’s name and phone number in case they get disconnected.
- D.
All of the above.
- 6.True or False: Many callers will expect an answer within three rings.
- A.
True
- B.
False
- 7.True or False: Saying “Please hold” is the best way to precede placing a caller on hold.
- A.
True
- B.
False
- 8.True or False: Callers on hold should be given progress reports at every seven minutes or so.
- A.
True
- B.
False
- 9.True or False: The best way to avoid transferring numerous times is to get as much information as possible from the caller.
- A.
True
- B.
False
- 10.True or False: When returning to a caller on hold, you should state your name and the name of the property.
- A.
True
- B.
False
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