The Telephone Etiquette Quiz! Trivia
(44).jpg "The Telephone Etiquette Quiz! Trivia - Quiz")
- 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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