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- 1. Multiple Choice
True or false: You should answer the phone by the third ring.
true
false
- 2. Multiple Choice
How long should a person be placed on hold?
However long it takes.
no more than 5 minutes
no more than 1 minute
You should never put someone on hold.
- 3. Multiple Choice
If a person calls and says it is a medical emergency, what should you do?
Take a message
Put them on hold and go get the physician
Tell them to call 911
Call 911 for them while they are on the line to ensure they got connected.
- 4. Multiple Choice
When you take a telephone message that is intended for someone else, what should be included on a phone message?
Date & Time, your name or initials, a contact number to return the call.
Message, your name or initials, the location you received the call
Your initials or name, contact information of the caller, the time that you took the call, and the location of the caller
Date & Time, your initials or name, contact information of the caller and their message
- 5. Multiple Choice
What facial expression should you have when speaking on the phone?
a grimace
it doesn't matter, they can't see you
a frown
a smile
- 6. Multiple Choice
If you are a receptionist answering phone calls, which of the following is the correct way to greet a caller?
Hi this is Mr. Jones.
Dr. Smith's office, this is Rachel. How may I help you?
Ms. Williams speaking, what do you need?
They are all acceptable.
- 7. Multiple Choice
True or false: you should never use words such as yeah, naw, or yep.
true
false
- 8. Multiple Choice
True or false: It is ok to be rude if the person calling is being rude.
true
false
is this a trick question?
- 9. Multiple Choice
At the end of the call you should:
thank caller
allow the other person to hang up first
ask if there is anything else that you can do for the caller
identify yourself to the caller again, in case they need to remember your name
- 10. Multiple Choice
I'm sorry, could you please repeat that? Is a better way than saying...
What do you want?
Huh?
What'd you say?
How can I help you?
- Answer choicesTagsAnswer choicesTags