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- 1. Multiple Choice
All it takes to answer call effectively is a cheerful attitude; if you’re peppy and upbeat, you don’t need special skill.
TRUE
FALSE
- 2. Multiple Choice
The very first thing you say when answering a call is:
your name
your organization or department name
a buffer
- 3. Multiple Choice
The #1 pet peeve of people making business telephone calls is:
the way they are put on hold
the fact that the telephone rings too many times
let the conversation unfold in whatever way seems natural.
- 4. Multiple Choice
When you answer the telephone, you are obliged to:
let the caller control the conversation
control the conversation.
let the conversation unfold in whatever way seems natural.
- 5. Multiple Choice
A caller who keeps wandering off within a conversation should be allowed to wander.
True
False
- 6. Multiple Choice
It is a mistake to waste time writing a phone message word for word; it’s best to put the message into your own words
True
False
- 7. Multiple Choice
If you are eating lunch when you answer the telephone:
chew quietly while you talk to the caller
stop eating and drinking while on the telephone.
chew normally, but don’t slurp any liquids.
- 8. Multiple Choice
It isn’t always essential to thank the caller for holding.
True
False
- 9. Multiple Choice
When you answer the telephone, your top priority is to:
finish up whatever you were doing when the telephone rang.
focus on the caller while finishing your previous task.
focus on the caller.
- 10. Multiple Choice
There is no real difference between a phone and a face-to-face conversation as long as they speak the same language
True
False
- 11. Multiple Choice
Time is money, so it is rarely a good idea to waste time by repeating something the caller said.
True
False
- 12. Multiple Choice
We are busy. One favor for a caller is to rush your call and not squander time on meaningless greetings or expressions
True
False
- 13. Multiple Choice
It’s best not to give your name; the caller is calling your company, not you, and doesn’t really care about your name
True
False
- 14. Multiple Choice
Phrases like, “I see” or “Okay”
should rarely be used, because they add little value to the call.
are risky because the caller is likely to consider them rude interruptions
are good ways to let a caller know you are paying attention
- Answer choicesTagsAnswer choicesTags