Telephone Etiquette Quiz

The following are the things we need to do when answering a call, except...

• Greet the caller

• Identify the business

• Identify yourself

• Identify the adress

When the clock strikes 7pm what is the appropriate greeting?

• Good morning

• Good afternoon

• Good evening

• Good night

Below are the reasons why customers use telephones, except...

• Make reservation for room

• Make enquiris about function

• To make a prank call

• Lodge compliment and complaint

When we talk to customers on the phone we have to speak...

• Politely

• In a high tone

• With a low voice

• Roughly

Job description of job telephone operator is?

• Answer incoming call

• Places outgoingcall

• Receives guest messages

• All answers are correct

The appropriate response when we want to hold a call is?

• Can you hold the line, please?

• Wait a minute

• Don't hang up on me

• Don't leave the phone

Why shouldn't scraps of paper be used to record messages?

• Because it's too small

• Because it's hard to get them

• Because it is look unprofessional

• Because it is easy to read

If someone needs your help over the phone what should you do?

• Help them sincerely

• Ignore it

• Hang up their phone

• Disconnect their phones

If the caller says "I'd like to speak to the house keeping department" what do you do?

• Connect it to the front office

• Connect it to your manager

• Connect it to the house keeping department

• Tell them to call next time

If you cannot satisfactorily answer the caller's question what should you do?

• Hanging up their phone

• Ignoring their questions

• Pretend not to listen to what they say

• Apologise and refer them to someone who can answer their questions.