Chapter 6 - Telephone Communications

Which of the following are ways to control long-distance telephone costs?

• make most calls person-to-person calls

• make credit-card calls only

• use direct dialing most of the time

• all the above

When you receive a telephone call from a person who is unreasonable, rude, or demanding, you should

• put the person on hold

• remain outwardly calm and try to be helpful

• demand an apology

• none of the above

When you pronounce words clearly and distinctly, you are demonstrating good

• euncuation

• tone

• volume

• pace

Call forwarding is a telephone feature that

• redials automatically the last number dialed

• sends calls automatically to another telephone number

• signals an incoming call is waiting while a call is in progress

• re-establishes the connection after a busy signal when both parties are free

Which of the following is a common fax feature?

• automatic dialing and redialing if the receiving number is busy

• store-and-forward capability

• automatic answering

• all the above

Which of the following is NOT an advantage of VoIP?

• It can help a business save money.

• It offers features such as caller ID, call waiting and voicemail.

• Service continues even during a power outage.

• VoIP providers offer plans with unlimited calls.

Which of the following is NOT good practice when dealing with difficult callers?

• Always present a helpful, positive, and since attitude.

• Do not display defensive behavior.

• Do not try to resolve the matter; give the caller time to calm down.

• Remain outwardly calm.

When leaving messages for others on their voice mail systems

• leave a brief reason for your call.

• you don’t have to leave your number because they will have caller ID.

• speak quickly so as not to take up too much time.

• give both positive or negative messages.

Which of the following is NOT an appropriate suggestion for using your voice mail system?

• include your name, department and other necessary information

• hire someone with a unique accent to record the message

• give instructions as to how to get immediate assistance

• check your voice mail several times a day

Which telephone feature restricts callers from making toll calls or calls for which an extra charge is made?

• auto-redial

• call block

• call forwarding

• call queuing