WorksheetsTeleCustomer Quiz
Total questions: 14
Worksheet time: 7mins
Name
Class
Date
1.
How do you introduce yourself over the phone in a business manner?
a)
Hi, this is Steve.
b)
Hi, this is Steve from ABC Company.
c)
Hey, Steve here. How's it going?
d)
Good _____ . This is Steve. How can I help you?
2.
When greeting a calller is the phrase, "What up dawg?" appropriate in business?
a)
True
b)
False
c)
None of the above
3.
You should always sound happy on the phone.
a)
True
b)
False
c)
None of the above
d)
Both
4.
What is the best action if you call the wrong number?
a)
Just hang up
b)
Apologise then hang up
c)
"Hi mate. Just wanted to say happy bday!
d)
Sorry, I have dialed the wrong number. Have a good one.
5.
How should you respond to an angry customer?
a)
Listen to their complaints
b)
Clarify the problem(s)
c)
Prompt several settlement options
d)
All options
6.
Which of the following is a best practise for taking messages?
a)
using a standardized message note pad
b)
passing on the message verbally to the recepient
c)
telling the customer to call back and leave a voicemail
d)
telling the customer to call back when the recipient is available
7.
Which of the following is essential when taking a message?
a)
Accurate phone or email address
b)
complete explanation of the problem
c)
customer mailing address
d)
customer last name
8.
Which of these is suitable in a formal situation?
a)
What's the matter?
b)
What's up?
c)
How can I help you?
d)
How ya going?
9.
Which of the following would be considered informal?
a)
I have to tell you about...
b)
I'm calling in regard to...
c)
I'm calling in relation to...
d)
I'd like to speak with...
10.
What is the first step before calling a customer?
a)
Ensure you have pen and paper
b)
Identify your company
c)
Have all relevant information about the customer ready
d)
Standing up
11.
When calling a customer which is the correct process?
a)
Salutation, reason for calling, ending call
b)
reason for calling, salutation, end call
c)
salutation, end call, reason for calling
12.
Which skill is most relevant when calling a customer?
a)
Speaking
b)
Arguing
c)
Listening
13.
In telephonic communication with customers, what is the percentage of vocal and verbal communication that matters in order to satisfy your customer?
a)
100%
b)
85%
c)
66.6%
d)
42.2658%
14.
How should your vocal and verbal communication be while talking to customers on the phone?
a)
soft and to the point
b)
moderate and sarcastic
c)
firm accent and mix of language
d)
aggressive and straight forward
100 %
