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WorksheetsSpring Review 5
Total questions: 20
Worksheet time: 10mins
Essentials that must be kept near the phone are
phone book
message pad
company phone directory
all of the above
your voice is not the first impression a person gets on the phone
True
False
Volume or energy includes talking too softly and talking too loud.
True
False
Pitch and inflection add special meaning and emphasize the things you say.
True
False
Telephone courtesy includes
hanging up on the person
handling the call politely
not introducing yourself
not asking to be put on hold
_____________ is how low and high you are speaking.
volume
speed
pitch
tone
when answering the phone, say only the name of the company.
True
False
When taking a message, write down
name of the caller
area code and phone number
exact time and date
all of the above
If an angry caller is on the phone
transfer the call to someone else
do not raise your voice
try to calm him down by joking with him
when leaving a message, leave your
name
phone number
message
all of the above
Which need is at the very bottom of the pyramid in Maslow's Hierarchy of needs?
Esteem
love and belonging
safety
physiological
What is an example of "love and belonging" in Maslow's Hierarchy of Needs?
Friends
air
Water
Freedom
Religion can be an example of self-Actualization in Maslow's Hierarchy of Needs
True
False
In Alderfer's ERG Theory, ERG stands for Energy, Realness, and Graphs
True
False
In McClelland's Acquired Needs, which of the following are acquired needs?
Need for Achievement
Need for Power
Need for Affiliation
All of the Above
Herzberg's Two Factory Theory uses Hygiene Factor and Motivator Facts
True
False
In Equity Theory, it is not the actual reward that motivates, but perception on the efforts to receiving a reward.
True
False
Which thory is known as operant conditioning?
Two factor theory
Reinforcement Theory
Maslow's Hierarchy of Needs
Cognitive Evaluation Theory
Which is an example of positive reinforcement?
A manager giving praise to an employee
manager demotes the employee
Manager stops nagging the employee
Manager ignores the behavior
Which of the following are type of reinforcement?
Positive reinforcement
Negative reinforcement
Punishment
Extinction
all of the above
