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Chapter 6 - Telephone Communications

Authored by David Preston

Professional Development

Professional Development

Used 3+ times

Chapter 6 - Telephone Communications
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10 questions

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1.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

2.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

3.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

euncuation

tone

volume

pace

4.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

6.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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.

7.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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.

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