Deck 12: Telephone and Digital Communication

Question 1

You should keep a caller on hold--no matter how long--instead of offering to call the customer back within a certain time frame.

Answer 1

False

Question 2

When leaving voicemail messages, it is unnecessary and considered unprofessional to say what you would like the receiver to do.

Answer 2

False

Question 3

Cmpanies can minimize the rise of e-mail abuse by enacting strict policies, educating employees and managers about those policies, and then enforcing them.

Answer 3

True

Question 4

Most callers dislike messaging on-hold systems and find the music and/or information distracting and annoying.

Question 5

Skype is a software application that allows users to make voice and video calls over the Internet 24/7/365.

Question 6

In a business setting, it is best to stay close to the phone and to answer it by the

A) second ring.
B) third ring.
C) fifth ring.
D) it doesn't matter.

Question 7

E-mails are not public documents so workers are safe to send personal e-mails while at work during lunch hours or when on breaks.

Question 8

A cloud app is a software application that is accessed via the Internet and is not physically installed on a personal or business computer system.

Question 9

Most customers do not like the idea of being transferred or being placed on hold.

Question 10

When creating an outgoing voicemail greeting, you should include your name, title, and reason you cannot answer the phone.

Question 11

When transferring a call to someone else, you should pass along the customer's name and any facts you have obtained so far.

Question 12

Popular voice technology systems include

A) Internet voicemail services.
B) Voice over Internet Protocol (VoIP).
C) Voice Response Systems.
D) all of the above.

Question 13

Voicemail should not be used to avoid answering phone calls.

Question 14

To launch an outbound telemarketing campaign, the business should first define the targeted market and then develop a script and a telemarketing list for the outbound telemarketer's use.

Question 15

How a CSR answers the phone these days is not as important as it once was because the phone is phasing out quickly as a vital link between businesses and customers.

Question 16

When giving instructions on a voicemail system, always state the key to press first followed by the action; for example, "Press zero to speak with our receptionist."

Question 17

Widespread users from around the world rely on the Internet for product research, but rarely for bill payments and communication with CSRs.

Question 18

Because cloud apps are free, they are used primarily by individuals instead of companies and organizations.

Question 19

If a customer is yelling at a CSR, it is acceptable for the CSR to respond in kind.

Question 20

When you speak, customers listen to your tone of voice, words, and overall delivery techniques.

Question 21

Programs that are used mainly by companies to take orders, generate leads, and provide service to customers with questions or concerns are called

A) Voice over Internet Protocol (VoIP).
B) outbound telemarketing programs.
C) inbound telemarketing programs.
D) all of the above.

Question 22

Which Web-driven service technology allows users to share information and post responses to one another in online discussion groups?

A) chats
B) online forums
C) blogs
D) cloud apps

Question 23

Telemarketing is a form of

A) direct marketing.
B) indirect marketing.
C) social networking.
D) cloud computing.

Question 24

Which Web-driven technology allows agents or specialists to "approach" customers while they are online and offer assistance?

A) chats
B) online forums
C) blogs
D) e-mail

Question 25

Twitter, Facebook, and Gmail are examples of

A) cloud apps.
B) chats.
C) blogs.
D) telemarketers.