Deck 5: Communicating by Telephone

Question 1

The voice you project is determined by how well you can demonstrate the following elements:

A) pronunciation, such as distorting sounds, omitting sounds, and adding sounds.
B) volume, rate of speed, inflection, quality, and pronunciation.
C) volume, rate of speed, inflection, and pronunciation.
D) volume, rate of speed, and inflection.

Answer 1

volume, rate of speed, inflection, quality, and pronunciation.

Question 2

To be an active listener, you must focus on the following:

A) the caller's issue and resolution to his or her issue or question.
B) pronunciation.
C) concentration, empathy, acceptance, and responsibility.
D) how well the caller can articulate his or her question or issue.

Answer 2

concentration, empathy, acceptance, and responsibility.

Question 3

To give the person ample time to answer, allow the telephone to ring at least

A) four or five times.
B) five or six times.
C) one or two times.
D) two or three times.

Answer 3

five or six times.

Question 4

To leave a message, be sure to include

A) your first and last name.
B) telephone number including area code.
C) organization name.
D) All of the above.

Question 5

When answering calls for your manager who is NOT in his office, avoid this statement:

A) "He is away from his desk at the moment."
B) "He is away for the day and will return in the morning by 8 a.m."
C) "He hasn't returned from lunch yet."
D) "He is not in the area at this time."

Question 6

The first step to take when transferring calls is to

A) ask the caller for permission to transfer the call.
B) explain to the caller that you are going to transfer the call to someone else who will handle the call.
C) let the caller know that you do not know who would handle the call and you will have to return the call when you locate the appropriate person.
D) let the caller know you are going to transfer the call.

Question 7

When screening calls, avoid the following question:

A) "Who is calling?"
B) "Ms. Hernandez has asked me to screen her calls. May I tell her who is calling, please?"
C) "May I tell Ms. Hernandez who is calling, please?"
D) "May I tell Ms. Hernandez what you are calling about, please?"

Question 8

Types of Long-Distance Calls include

A) direction assistance calls
B) calling card calls
C) direct-distance dialing and operator-assisted calls.
D) Any of the above

Question 9

If it is 4:30 p.m. in Dallas, Texas, what time is it in Los Angeles?

A) 1:30 p.m.
B) 2:30 p.m.
C) 6:30 p.m.
D) 7:30 p.m.

Question 10

The United States and Canada are divided into the following five time zones:

A) Atlantic, Eastern, Central, Daylight Time, and Pacific.
B) Atlantic, Eastern, Central, Greenwich, and Pacific.
C) Atlantic, Eastern, Central, Mountain, and Pacific.
D) Eastern, Central, Mountain, Pacific, and Western.

Question 11

If an international telephone call does NOT go through immediately, you should be sure to

A) check time zone differences.
B) check if it is a local holiday.
C) check the format for dialing international numbers.
D) All of the above

Question 12

If a customer on the phone asks something you don't know, how should you answer?

A) "I'll find out for you."
B) Make up a reasonable response to save time.
C) "I don't know."
D) "I'll find out as soon as my supervisor returns."

Question 13

When a caller wants to speak to your supervisor, and she is out, you should reply by saying,

A) "She has stepped out of the office."
B) You should not tell the caller that your supervisor is out.
C) "She is not in the office at the moment."
D) "She is out."

Question 14

One thing you should NOT do before picking up the receiver to answer a call is to

A) remember that you may be the first and only contact a person may have with your department or organization.
B) continue another conversation that can be heard.
C) remember to smile.
D) answer promptly.

Question 15

Voicemail has many advantages EXCEPT which of the following?

A) Messages can be recorded and saved in a mailbox.
B) It allows you to know who the caller is before you answer.
C) Messages can be sent to a number of people simultaneously.
D) It ensures no calls are missed.

Question 16

If you choose to dial directly for an international call, simply dial: 011 + country code + city code + phone number.

Question 17

If you use an international operator, dial: 01 + country code + city code + phone number.

Question 18

When answering the phone, it is acceptable to use an acronym for your company's name.

Question 19

Whether employees report their observations of misconduct depends on a number of factors, including their belief that management and coworkers will not see them as "informers."

Question 20

Key telephones provide flexibility in making and receiving multiple calls simultaneously.

Question 21

Interactive voice response services are similar to the services provided by a telephone answering service.

Question 22

The best advice to follow when handling an angry caller is to deal with the situation first.

Question 23

People use secondary emotions to shift the focus from themselves to others, usually blaming or criticizing others.

Question 24

When using a speaker phone, it is acceptable to let others sit in on the conversation as long as everyone knows who is in attendance.

Question 25

The world is divided into 24-hour time zones.

Question 26

It is acceptable to place your cell phone on your work desk.

Question 27

You are in the company's cafeteria and receive a call on your cell phone. It is considered to be courteous to answer the call in this location.

Question 28

You are in a training session and your phone rings. You remove yourself from the meeting and answer the call. This is acceptable cell phone etiquette.

Question 29

One acceptable way to avoid telephone tag is to send either an e-mail or text message.

Question 30

To help a customer who has become irritated, it is recommended that you try to calm the person by saying, "Don't be upset," or "You need to calm down before we can discuss the situation."

Question 31

What are some problems that result when an employee isn't able to speak clearly, listen actively, and use correct grammar?

Question 32

Describe what it means to "be prepared" before placing a call.

Question 33

What would happen if you didn't take complete telephone messages?

Question 34

Explain what it means to "demonstrate effective telephone techniques."

Question 35

What factors would you consider if you were having difficulty making international calls?