Section 7.3—Quiz: Incoming Calls

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1/10 Questions

All of the following are considered voice mail etiquette except:
- Keep your greeting current.
- Speak naturally and smile.
- Refrain from asking the callers any questions.
- Offer an alternative out of voice mail.

About This Quiz

This quiz evaluates knowledge on handling incoming calls in business settings, focusing on etiquette, types of calls, and customer service expectations.

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?
- Reservations
- Response to advertising
- Inquiry
- Qualifying call
Correct Answer

A. Inquiry
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?
- Reservations
- Response to advertising
- Inquiry
- Qualifying call
Correct Answer

A. Response to advertising
4.

Which of the following is not a type of incoming call that can lead to sales?
- Reservations
- Response to advertising
- Inquiry
- Qualifying call
Correct Answer

A. Qualifying call
5.

If a caller must be transferred, the person doing the transfer should:
- Attempt to determine the purpose of the call and who can help.
- Transfer the call immediately.
- Write the person’s name and phone number in case they get disconnected.
- All of the above.
Correct Answer

A. All of the above.
6.

True or False: Many callers will expect an answer within three rings.
- True
- False
Correct Answer

A. True
7.

True or False: Saying “Please hold” is the best way to precede placing a caller on hold.
- True
- False
Correct Answer

A. False
8.

True or False: Callers on hold should be given progress reports at every seven minutes or so.
- True
- False
Correct Answer

A. False
9.

True or False: The best way to avoid transferring numerous times is to get as much information as possible from the caller.
- True
- False
Correct Answer

A. True
10.

True or False: When returning to a caller on hold, you should state your name and the name of the property.
- True
- False
Correct Answer

A. False

Quiz Review Timeline (Updated): Mar 17, 2023 +

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Current Version
Mar 17, 2023

Quiz Edited by
ProProfs Editorial Team
Jan 28, 2009

Quiz Created by
Aoht

Section 7.3—quiz: Incoming Calls

All of the following are considered voice mail etiquette except:

Quiz Preview

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?

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?

Which of the following is not a type of incoming call that can lead to sales?

If a caller must be transferred, the person doing the transfer should:

True or False: Many callers will expect an answer within three rings.

True or False: Saying “Please hold” is the best way to precede placing a caller on hold.

True or False: Callers on hold should be given progress reports at every seven minutes or so.

True or False: The best way to avoid transferring numerous times is to get as much information as possible from the caller.

True or False: When returning to a caller on hold, you should state your name and the name of the property.