Telephone Etiquette quizz- June 2024

The Basic needs of Customer on Phone

• To feel respected

• Negative tone
• Incoherent responses
• Lack of patience

In verbal communication _____% words we say and ____% the way we say

• 12 & 20

• 15 & 30

• 7 & 38

• 8 & 55

Pick the key components of Verbal communication

• Tone of Voice

• Pace & Pauses

• Clarity

• All of these

What is the importance of tone of voice in verbal communication?

• It confuses the listener

• It is irrelevant in communication

• It helps convey emotions and intentions

• It is only important in written communication

What is meant by Rate of speech?

• The volume at which a person speaks
• The pitch of a person's voice
• The clarity of a person's speech
• The speed at which a person speaks, usually measured in words per minute.

Research and Know your customer will comes under __________

• Call Opening

• Product pitch

• Preparation

• Closing

Why is it important to research and know your customer?

• To waste time

• To have a better understanding of their needs

• It has no impact on sales

• To annoy the customer

How to handle objections?

• Dismiss objections without addressing them
• Argue with the person objecting
• Ignore objections completely
• Prepare responses and Solutions backed by the evidence

How can active listening improve communication?

• By interrupting the speaker frequently

• By showing disinterest in the conversation

• By providing feedback and demonstrating understanding

• By speaking louder than the speaker

What role does active listening play in effective communication?

• It hinders the communication process

• It helps in building rapport and understanding

• It confuses the message being conveyed

• It is not relevant in communication