Deck 4: Use the Telephone Well for Good Service

Question 1

Define and describe a call center.

Answer 1

See text.

Question 2

Explain ways to diffuse the customer's anger or frustration.

Answer 2

See text.

Question 3

How can you keep a caller on track?

Answer 3

See text.

Question 4

One problem with not seeing the person you are talking to is:

A) you don't know whether the person is serious.
B) you can't rely on non-verbal communication.
C) you can't see the person's eyes.
D) none of the above

Question 5

Many customers get their first impression of your company via:

A) electronic visits.
B) ads.
C) telephone.
D) word-of-mouth.

Question 6

Calling yourself Mr. or Ms. may give the impression that you are:

A) not a low-paid employee.
B) head of your department.
C) very professional.
D) self-important.

Question 7

Many people have never learned the basics of telephone courtesy and effectiveness necessary to convey a good business image.

Question 8

Callers should always:

A) be professional.
B) try to get past the receptionist.
C) identify themselves.
D) all of the above

Question 9

An answer after two rings or less conveys efficiency and a willingness to serve.

Question 10

Titles convey:

A) uniqueness.
B) credibility.
C) pompousness.
D) stuffiness.

Question 11

The first step in handling an upset caller is to:

A) remember that it's not about you.
B) understand why they are upset.
C) get them to tell you their needs.
D) get them to calm down.

Question 12

Call center employees should compensate for the fact that callers are "flying blind"in that they receive few nonverbal cues.

Question 13

The key to holding interest in a conversation is:

A) varying your voice.
B) using common words.
C) using big words.
D) sounding attractive.

Question 14

To end a call:

A) say "thank you" for calling.
B) summarize the call and what has been decided.
C) speak in the past tense.
D) all of the above

Question 15

Customer dissatisfaction with a firm's phone call handling stems from:

A) inability of employees to use the features of telephone and voice mail systems.
B) shortcomings in treating customers with the highest degree of courtesy.
C) both A and B
D) neither A nor B

Question 16

The most frequently used features on even the most basic phone systems are the hold button and call transfer.

Question 17

When placing a business call, plan what you will say and jot down some notes that include your:

A) company's name.
B) name.
C) both A and B
D) neither A nor B