Telephone Etiquette Quiz

Which one of these attributes is NOT a barrier to open communication?

• Physical barrier

• Ground rules

• Information Overload

• Attitude

Which is an appropriate behavior that is desired from a customer care representative?

• Able to let the customer vent their fustration without returning a defensive response

• Letting the customer know that they cannot help them and immediately hang up on them.

• Telling the customer that they need to hurry up because your break is coming up soon.

• Speaking louder so the customer can hear your every word because you do not understand them.

Which phrase is NOT true about a monologue verses a dialogue conversation?

• A monologue is a method of conversation, meant to push information into another's thought process.

• A monologue is a one-sided conversation and does not reflect a shared point of view.

• Using a diaglogue is to have a two way conversation and a mutual or shared understanding.

• One can never monologue if there is still a two-way conversation.

What is the best way to manage customer expectation?

• Create an expectation gap to excite the customer enough to contact business, but then under deliver.

• Give the customer benficial, but still realistic, expectations of what you are able to offer.

• Tell them that you are ready to find out what they are willing to agree to and then don't deliver on your promises.

• When building a relationship, forget to close the expectation gap, that would allow the customer to come along at receiving closer to what they expected without total disappointment.

Which is a fact-finding technique to gain information in a conversation?

* select all 4 answers if "All the above" *

• Ask pointed questions to reveal their current cost while overcoming objections and show the long term benefit of your company product.

• Listen to the customer's problem carefully, to see if your service out-value the cost.

• Look into their past history to gain insight to what they need in their future.

• All the above.

Why are pagers still an active technology for communication?

* select all 4 answers if "All the above" *

• Reliabilty, since technology still used for medical and emergency workers

• Longer Range of Signal than cell tower reception

• Battery Life can last for weeks instead of days

• All the Above

What is the best way to answer a call in a business environment?

• Put a call on hold at connection without greeting them.

• Let the phone keep ringing until the fifth ring to show the customer how busy you are.

• Be professional, do not be casual and give your full attention to the call

• Make sure you give a shout out to your BFF at the beginning of the call

When you answer a call, remember to do this facial expression, because the caller can hear it in your voice when you answer the call.

• Frown

• Smirk

• Smile

• Grimace

Remember to do this when a call comes in for someone not in the office to receive the call:

• Ask pointed questions, so you can have the purpose of the call, a return number and the time it was received noted.

• Just write down that a call came in, and forget the information about it.

• Let the call ring so that they believe no one is in the office.

• Having to take information down is borring.

Remember before entering your video call to do all EXCEPT which one?

• Check that your background light is efficient without casting harsh shadows.

• Check that your audio microphone is turned Off.

• Check that your professional look is ready.

• Check that your audio microphone is turned On.