Effective Telephone Communication

Which of the following is the advantage of 800 toll services?

• No charges to the caller.

• A telephone bill will be sent to the caller.

• Personal call only.

• The ability to talk with several people simultaneously.

Tags

chapter4

Enunciate is referred as

• pronounce words clearly and slowly.

• pronounce words clearly and distinctly.

• pronounce words clearly and pleasantly.

• pronounce words clearly and loudly.

Tags

chapter4

Determining who is calling and the purpose for each call is known as

• placing a caller on hold.

• transferring calls.

• screening calls.

• giving information.

Tags

chapter4

“Thank you for calling, Mr. Shuib”, is an example of which part of telephone techniques?

• Giving information.

• Concluding the call.

• Answering the phone.

• Taking messages.

Tags

chapter4

When talking over the telephone, the following are the elements of our voice that we must pay attention to EXCEPT

• tone.

• pace.

• volume.

• slang.

Tags

chapter4

You should put any negative feelings aside and respond to the caller with a sincere, positive attitude.

• True

• False

Tags

chapter4

Dialect is a speech pattern or vocabulary used by people from a general area.

• True

• False

Tags

chapter4

If you are the person to whom all incoming calls are routed, you should identify first your company, then yourself.

• True

• False

Tags

chapter4

When assisting callers, you can assume that you know what the caller wants.

• True

• False

Tags

chapter4

The person who placed the call should call back immediately after the disconnection.

• True

• False

Tags

chapter4