The Telephone Etiquette Quiz! Trivia
(44).jpg "The Telephone Etiquette Quiz! Trivia - Quiz")
Questions and Answers
- 1.
When answering, address the caller by identifying yourself and _____ in your initial greeting.
- A.
The Department
- B.
Saying hello
- C.
The Company
Correct Answer
C. The CompanyExplanation
When answering a call, it is common practice to identify oneself and the company that one is representing. This helps the caller to know that they have reached the correct place and can expect assistance from the relevant company. By saying "the Company" in the initial greeting, the caller will understand that they have reached the correct department within the company and can proceed with their query or request.Rate this question:
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- 2.
In your initial greeting - avoid using good morning or good afternoon, why?
- A.
Missing the correct hour
- B.
Caller in a different time zone
- C.
Caller might be having a BAD DAY
- D.
No reason, personal choice
- E.
Items A, B, & C are all correct responese
Correct Answer
E. Items A, B, & C are all correct responeseExplanation
The correct answer is that all of the options A, B, and C are correct responses. Avoiding the use of "good morning" or "good afternoon" in the initial greeting could be due to any of these reasons. The caller may be in a different time zone, making it inappropriate to use a specific greeting. The caller might also be having a bad day, so using a generic greeting would be more suitable. Additionally, the preference of not using specific greetings could simply be a personal choice.Rate this question:
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- 3.
What should you before you clear a transferred call?
- A.
Nonthing is required
- B.
Check back to make sure on-hold call is answered
- C.
Stay on the line to make sure transfer was complete
Correct Answer
C. Stay on the line to make sure transfer was completeExplanation
Before clearing a transferred call, it is important to stay on the line to ensure that the transfer was successful and completed properly. This is necessary to avoid any potential issues or miscommunications that may arise after the call is cleared. By staying on the line, you can confirm that the call has been transferred to the intended recipient and that the necessary information or instructions have been properly communicated.Rate this question:
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- 4.
Who should end the phone call? No matter whom called first!
- A.
CSR can after all customer issues are completed
- B.
Let the customer be the ending party.
- C.
After you thank the caller for their business.
- D.
When the customer doesn't have any more questions.
Correct Answer
B. Let the customer be the ending party.Explanation
The correct answer is "Let the customer be the ending party." This means that the customer should be the one to end the phone call. This is important because it allows the customer to feel in control of the conversation and ensures that all their questions and concerns have been addressed before ending the call. It also shows respect for the customer's time and allows them to feel satisfied with the interaction.Rate this question:
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- 5.
What item(s) listed below are consider OK while answering the phone?
- A.
Chewing gum
- B.
you should have no distractions of any kind
- C.
Listening to the low music in the background
- D.
Smoking
Correct Answer
B. you should have no distractions of any kindExplanation
The correct answer is "you should have no distractions of any kind." This means that while answering the phone, it is important to eliminate any distractions that may hinder effective communication. This includes not chewing gum, not listening to music, and not smoking, as these activities can divert attention and impact the quality of the conversation.Rate this question:
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- 6.
What type(s) of speech should you avoid using on the phone?
- A.
Slang words
- B.
Bad language
- C.
Technical words or abbreviations
- D.
All above
Correct Answer
D. All aboveExplanation
You should avoid using slang words, bad language, and technical words or abbreviations when speaking on the phone. Using slang words may make it difficult for the other person to understand you, while bad language is unprofessional and can create a negative impression. Technical words and abbreviations may confuse the listener if they are not familiar with them. Therefore, to ensure effective communication, it is best to avoid all of these types of speech on the phone.Rate this question:
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- 7.
Besides having a paper and pencil ready, why would you ask the caller for their phone #?
Correct Answer
disconnection occurs
transfer incomplete
future callback
lost call
dropped callExplanation
Asking the caller for their phone number besides having a paper and pencil ready is important for several reasons. Firstly, in case disconnection occurs during the call, having their phone number will allow the agent to call them back and continue the conversation. Secondly, if the transfer is incomplete or the call gets lost or dropped, having the phone number will enable the agent to reconnect with the caller and resolve any outstanding issues. Lastly, asking for the phone number ensures that the agent can schedule a future callback if needed, providing a convenient and efficient way to address the caller's concerns.Rate this question:
- 8.
When taking a caller off of hold, ____________________.
Correct Answer
always thank them for holding
thank them for holding
thank you for holding
thanks for holdingExplanation
The correct answer is to always thank the caller for holding. This is a polite and professional gesture that shows appreciation for their patience. It helps to maintain a positive customer experience and builds rapport with the caller.Rate this question:
- 9.
Always keep the phone ____ from your mouth.
- A.
Two inches
- B.
Really close
- C.
Two-finger widths
- D.
Not really important
Correct Answer
C. Two-finger widthsExplanation
The correct answer is "two-finger widths". This means that when using a phone, it is recommended to keep it at a distance of two-finger widths away from your mouth. This is to prevent any potential health risks associated with prolonged exposure to the radiofrequency energy emitted by the phone. Keeping the phone at this distance can help minimize the amount of radiation absorbed by the body.Rate this question:
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- 10.
When the caller is on-hold, always check back in after _________, if needed.
- A.
20 seconds
- B.
30 to 45 seconds
- C.
1 minute
- D.
Every few minutes
Correct Answer
B. 30 to 45 secondsExplanation
When the caller is on-hold, it is important to check back in after 30 to 45 seconds to ensure that the caller is still on the line and hasn't hung up. This time frame allows for a reasonable amount of time for the caller to wait without feeling neglected or frustrated. Checking back in at this interval shows good customer service and helps to maintain a positive experience for the caller.Rate this question:
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- 11.
What follows the this statement: "state what you can do," ___________________
Correct Answer
not what you cannot doExplanation
answer specific from the textbookRate this question:
- 12.
Who enforces the "National Do Not Call Registry"
- A.
FTC
- B.
FCC
- C.
Individual States
- D.
Not listed
- E.
A, B, & C
Correct Answer
E. A, B, & CExplanation
The correct answer is A, B, & C. The "National Do Not Call Registry" is enforced by multiple entities. The Federal Trade Commission (FTC) is responsible for enforcing the registry for most telemarketers, while the Federal Communications Commission (FCC) enforces it for telecommunications companies. Additionally, individual states may also enforce their own do not call lists. Therefore, all options A (FTC), B (FCC), and C (Individual States) are correct.Rate this question:
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- 13.
Phrases that push the "hot" buttons and can illicit negativity with the caller!
Correct Answer
You need to
You should have
you could have
you can do thisExplanation
These phrases can elicit negativity with the caller because they imply a sense of judgment or criticism. Using phrases like "You need to" or "You should have" can make the caller feel like they have done something wrong or that they are not meeting expectations. Similarly, phrases like "you could have" or "you can do this" can come across as condescending or dismissive, implying that the caller is not capable or has made a mistake. These phrases can create a negative or defensive atmosphere in the conversation.Rate this question:
- 14.
Why are telephone greetings so critical?
Correct Answer
first impressions
first impressionExplanation
Telephone greetings are critical because they create the first impression of a person or a business. When someone calls, the greeting is the first interaction they have, and it sets the tone for the entire conversation. A warm and professional greeting can make the caller feel welcome and valued, while a poor or unfriendly greeting can leave a negative impression. Therefore, it is important to make a good first impression through telephone greetings to ensure a positive and successful communication experience.Rate this question:
- 15.
Which is a key element to greeting the caller when answering the phone.
- A.
Company Name or Dept.
- B.
Your Name
- C.
Offer of Assistance
- D.
All are good reasons
Correct Answer
D. All are good reasonsExplanation
When answering the phone, it is important to greet the caller by providing key elements such as the company name or department, your name, and an offer of assistance. Including the company name or department helps the caller identify that they have reached the correct place. Providing your name adds a personal touch and establishes a connection with the caller. Offering assistance shows that you are willing to help and sets a positive tone for the conversation. Therefore, all of these elements are good reasons to include in a greeting when answering the phone.Rate this question:
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- 16.
What is important about your voice?
- A.
Level of tone
- B.
A normal tone
- C.
Use your regular style
- D.
Talk slowly
- E.
Talk slowly, using a normal tone
Correct Answer
E. Talk slowly, using a normal toneExplanation
It is important to talk slowly and use a normal tone when using your voice because it ensures that your message is clear and easily understandable to the listener. Speaking too fast or using an abnormal tone can make it difficult for others to follow what you are saying. By speaking slowly and using a normal tone, you can effectively communicate your thoughts and ideas, allowing for better comprehension and engagement from the audience.Rate this question:
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- 17.
What is reflected in the sound of your voice?
- A.
Your tone
- B.
Your type of speech
- C.
Way you deliver your tone
- D.
A smile
Correct Answer
D. A smileExplanation
A smile can be reflected in the sound of your voice because it affects the way you deliver your tone. When you smile, it can add warmth and positivity to your voice, making it sound more pleasant and inviting. Smiling can also affect the way you articulate and pronounce words, resulting in a more clear and confident speech. Therefore, a smile can have a direct impact on the sound of your voice, making it an important factor to consider in communication.Rate this question:
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- 18.
When callers bounce from one message to the next message in a voice mail system, this is called what?
- A.
System catch in a loop
- B.
"voicemail jail" something to be avoided
- C.
Unlimited menu options
- D.
Improper set-up of system
- E.
Improper user handling
Correct Answer
B. "voicemail jail" something to be avoidedExplanation
The term "voicemail jail" is used to describe the situation when callers are stuck in a loop, continuously being transferred from one message to another without being able to reach a live person or leave a message. This is something that should be avoided as it can be frustrating for callers and may result from an improper set-up of the voicemail system or improper handling by the user.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Apr 15, 2009Quiz Created by
Joebell
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