Telephone Etiquette Quiz 3

Authors, journalist, copywriters and speechwriters all choose their words based on what?

• the results they reject

• the results they ignore

• the results they hide

• the results they want

One of the most effective tools used in customer service, is to what?

• cold transfer every call to another agent

• use positive language, rather than negative language

• use the mute button, as long as the caller doesn't notice

• give any answer, right or wrong

What makes all the difference when building or losing a customer connection?

• The way you schedule in your breaks.

• The way you handle the caller and the call transfer.

• The way you park your car.

• The way you shop online.

Which one is NOT a best practice of transfering a call correctly?

• Don't say "transfer", say "connect"

• Be sure the transferred call is picked up slowly

• Introduce the call when transferring

• Ask permission to put a caller on hold

What is it called when a phone agent stays on the line and introduces the call to the next phone agent before dropping the call?

• a warm transfer

• a loud transfer

• a cold transfer

• a soft transfer

Active Listening includes all EXCEPT which one?

• Focus on your own thoughts instead of the speaker and topic.

• Try not to interrupt the other person and respond after they have finished speaking.

• Use phrases that show you are interested and keep the other person talking.

• Paraphrase what others have said to make sure you are on the same page.

Good listening is a choice when?

• everytime someone sees.

• everytime someone leaves.

• everytime someone speaks.

• everytime someone sleeps.

What are the melodic highs and lows in the pitch of your voice that tells callers that you are interrested in what they are saying and engaged in the conversation.

• persuasion

• infection

• partition

• inflection

Which one of the four behavior styles is WRONG?

• Expressives desire attention, work well on teams and need praise mixed with ciriticism

• Analyticals are rational and need specific facts and work best alone

• Amiables are inquisitive, want to be liked and work best alone

• Drivers are decisive, goal focused and work alone to complete tasks before deadlines

Techniques for handling difficult customers include all EXCEPT:

• Showing them that you understand, and to be quick to apologize and set expectations.

• Not playing the blame game and to escalate to managment if necessary.

• Establishing equality, showing that you can solve the problem, but if not, change agents after the transfer agent has been briefed.

• Ignoring the training you recieved for anger managment, stress managment and negotiation, while disregarding this experience to help your next difficult customer situation.