Section 7.3—quiz: Incoming Calls

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Section 7.3quiz: Incoming Calls - Quiz

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.

    Correct Answer
    C. Refrain from asking the callers any questions.
  • 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

    Correct Answer
    C. 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?

    • A.

      Reservations

    • B.

      Response to advertising

    • C.

      Inquiry

    • D.

      Qualifying call

    Correct Answer
    B. Response to advertising
  • 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

    Correct Answer
    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.

    Correct Answer
    D. All of the above.
  • 6. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
  • 7. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
  • 8. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    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

    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.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False

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  • Current Version
  • Mar 17, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 28, 2009
    Quiz Created by
    Aoht
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