The Telephone Etiquette Quiz! Trivia

18 Questions | Total Attempts: 4854

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The Telephone Etiquette Quiz! Trivia - Quiz


Questions and Answers
  • 1. 
    When answering, address the caller by identifying yourself and  _____ in your initial greeting.
    • A. 

      The Department

    • B. 

      Saying hello

    • C. 

      The Company

  • 2. 
    In your initial greeting - avoid using good morning or good afternoon, why? 
    • A. 

      Missing the correct hour

    • B. 

      Caller in a different time zone

    • C. 

      Caller might be having a BAD DAY

    • D. 

      No reason, personal choice

    • E. 

      Items A, B, & C are all correct responese

  • 3. 
    What should you before you clear a transferred call?
    • A. 

      Nonthing is required

    • B. 

      Check back to make sure on-hold call is answered

    • C. 

      Stay on the line to make sure transfer was complete

  • 4. 
    Who should end the phone call? No matter whom called first!
    • A. 

      CSR can after all customer issues are completed

    • B. 

      Let the customer be the ending party.

    • C. 

      After you thank the caller for their business.

    • D. 

      When the customer doesn't have any more questions.

  • 5. 
    What item(s) listed below are consider OK while answering the phone?
    • A. 

      Chewing gum

    • B. 

      you should have no distractions of any kind

    • C. 

      Listening to the low music in the background

    • D. 

      Smoking

  • 6. 
    What type(s) of speech should you avoid using on the phone?
    • A. 

      Slang words

    • B. 

      Bad language

    • C. 

      Technical words or abbreviations

    • D. 

      All above

  • 7. 
    Besides having a paper and pencil ready, why would you ask the caller for their phone #?
  • 8. 
    When taking a caller off of hold, ____________________.
  • 9. 
    Always keep the phone ____ from your mouth.
    • A. 

      Two inches

    • B. 

      Really close

    • C. 

      Two-finger widths

    • D. 

      Not really important

  • 10. 
    When the caller is on-hold, always check back in after _________, if needed.
    • A. 

      20 seconds

    • B. 

      30 to 45 seconds

    • C. 

      1 minute

    • D. 

      Every few minutes

  • 11. 
    What follows the this statement: "state what you can do," ___________________
  • 12. 
    Who enforces the "National Do Not Call Registry"
    • A. 

      FTC

    • B. 

      FCC

    • C. 

      Individual States

    • D. 

      Not listed

    • E. 

      A, B, & C

  • 13. 
    Phrases that push the "hot" buttons and can illicit negativity with the caller!
  • 14. 
    Why are telephone greetings so critical?  
  • 15. 
    Which is a key element to greeting the caller when answering the phone.
    • A. 

      Company Name or Dept.

    • B. 

      Your Name

    • C. 

      Offer of Assistance

    • D. 

      All are good reasons

  • 16. 
    What is important about your voice?
    • A. 

      Level of tone

    • B. 

      A normal tone

    • C. 

      Use your regular style

    • D. 

      Talk slowly

    • E. 

      Talk slowly, using a normal tone

  • 17. 
    What is reflected in the sound of your voice?
    • A. 

      Your tone

    • B. 

      Your type of speech

    • C. 

      Way you deliver your tone

    • D. 

      A smile

  • 18. 
    When callers bounce from one message to the next message in a voice mail system, this is called what?
    • A. 

      System catch in a loop

    • B. 

      "voicemail jail" something to be avoided

    • C. 

      Unlimited menu options

    • D. 

      Improper set-up of system

    • E. 

      Improper user handling

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