Effective Telephone Communication Skills! Trivia Questions Quiz

1.

What are3 factors that prevent us from being good listeners when speaking with customers on the phone?

A.

Emotional filters
B.

Tricky problems
C.

Missing part of the conversation
D.

Mental side trips
E.

Listening too quickly

Correct Answer(s)
A. Emotional filters
D. Mental side trips

Explanation
When speaking with customers on the phone, emotional filters can prevent us from being good listeners. These filters can be caused by personal biases or emotions that cloud our judgment and hinder our ability to truly understand and empathize with the customer's concerns. Additionally, mental side trips can distract us from actively listening to the customer, causing us to miss important information or fail to address their needs effectively. Both emotional filters and mental side trips can prevent us from fully engaging in the conversation and providing the best possible customer service.

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2.

What are the 7 listening do's?

Correct Answer(s)
Pay attention, listening for ideas, take notes, assess the customer's emotional state, assess the customer's level of expertise, read between the lines, listen for 'spoken' service requests

Explanation
The 7 listening do's include paying attention, listening for ideas, taking notes, assessing the customer's emotional state, assessing the customer's level of expertise, reading between the lines, and listening for 'spoken' service requests. These actions help in effective communication and understanding the customer's needs and expectations. By paying attention and listening for ideas, one can grasp the main points and gather valuable information. Taking notes helps in retaining important details. Assessing the customer's emotional state and level of expertise helps in tailoring the communication approach accordingly. Reading between the lines helps in understanding the underlying message. Lastly, listening for 'spoken' service requests ensures that all customer needs are met.

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4

3.

List different ways to take notes when speaking with customers.

Correct Answer(s)
flow charting, storyboarding, diagramming

Explanation
The correct answer suggests that there are different ways to take notes when speaking with customers, and these include flow charting, storyboarding, and diagramming. These methods allow for visual representation and organization of information, making it easier to understand and analyze the customer's needs and preferences. Flow charting helps to map out processes and sequences, storyboarding helps to create a narrative or storyline, and diagramming helps to illustrate relationships and connections between different elements. Overall, these techniques aid in effective communication and documentation during customer interactions.

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4

4.

What are the 3 stages of active listening?

A.

Verbal confirmation
B.

Non-verbal
C.

Cues
D.

Being quiet
E.

Paraphrasing, clarifiying, summarizing

Correct Answer(s)
B. Non-verbal
C. Cues
E. ParapHrasing, clarifiying, summarizing

Explanation
The correct answer includes the stages of active listening, which are non-verbal cues, paraphrasing, clarifying, and summarizing. Active listening involves not only listening to the words being spoken but also paying attention to the speaker's body language and other non-verbal cues. Paraphrasing, clarifying, and summarizing are important techniques in active listening that demonstrate understanding and help ensure effective communication.

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5.

What 2 listening don't?

A.

Don't hang up on the customer while they are still speaking
B.

Don't put them on hold.
C.

Don't interrupt
D.

Don't finish their sentences
E.

Don't tell them your last name.

Correct Answer(s)
C. Don't interrupt
D. Don't finish their sentences

Explanation
The correct answer is "Don't interrupt, Don't finish their sentences." This answer is supported by the information provided in the question. The question states a list of things that you shouldn't do while listening to a customer, and the two items mentioned in the answer align with that list. Interrupting and finishing someone's sentences can be seen as disrespectful and may hinder effective communication.

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