Section 7.3—quiz: Incoming Calls

10 Questions | Total Attempts: 58

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Communication Quizzes & Trivia

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