CCS QUIZ IN PHONE ETIQUETTE

1. Which of the following is an example of phone etiquette in a professional setting?

• Speaking loudly to assert authority

• Interrupting the caller to speed up the conversation

• Using a calm and respectful tone

• Avoiding eye contact during phone calls

. What does phone etiquette involve when representing your business to customers?

• Being overly casual and informal

• Being honest even if it means sharing negative information

• Being reliable and following through on promises

• Being dismissive of customer concerns

Why is being professional essential in telephone communication?

• It impresses coworkers

• It ensures efficient call handling

• It reflects positively on your organization

• It allows you to speak quickly

What role does humility play in phone etiquette?

• It helps build rapport with coworkers

• It demonstrates a willingness to learn and improve

• It slows down communication unnecessarily

• It is not relevant in phone conversations

Why is confidence important in telephone communication?

• It intimidates callers and establishes authority

• It ensures efficient call handling

• It helps convey competence and reassures callers

• It is unnecessary in professional settings

What is the importance of asking a caller how they prefer to be addressed?

• It helps agents remember the caller’s name.

• It demonstrates professionalism.

• It builds trust.

• All of the above.

Which behavior reflects professionalism in customer interactions?

• Using informal language.

• Maintaining a respectful tone.

• Sharing personal experiences.

• Interrupting the caller.

Why is honesty crucial for agents?

• It ensures job security.

• It builds positive brand awareness.

• It impresses supervisors.

• It saves time.

What does reliability contribute to customer satisfaction?

• Faster call resolution.

• Trust and confidence.

• Reduced workload.

• Increased sales.

What is a critical factor for productive interactions?

• Empathy

• Confidence

• • Technical skills