Deck 6: Telephone Communications

Question 1

Problems with the company's network or high-speed Internet connection do not affect VoIP service.

Answer 1

False

Question 2

Work telephone numbers for your coworkers would most likely be found using

A) directory assistance
B) a company directory
C) a yellow pages directory
D) none of the above

Answer 2

B

Question 3

When planning an outgoing call, what information should you have before you make the call?

A) dates and times of any meetings or planned events that relate to the call
B) a list of topics you want to discuss
C) questions that you want to ask
D) all the above

Answer 3

D

Question 4

The time zone for the location of the person being called need not be considered when placing a long-distance call.

Question 5

When using your voicemail system, you should give instructions as to how to get immediate assistance if the caller cannot wait for you to return the call.

Question 6

Your attitude is reflected in your speech and tone of voice when you speak with someone by telephone.

Question 7

Automatically sending a call to another telephone number is called voicemail.

Question 8

Office workers need not be concerned about using proper techniques when answering or placing calls.

Question 9

Web conferences are a type of video conference conducted using computers.

Question 10

Satellites play an important part in worldwide telecommunications systems.

Question 11

Mobile phones use traditional telephone lines to transmit data across geographic areas.

Question 12

Which of the following are ways to control long-distance telephone costs?

A) make most calls person-to-person calls
B) make credit-card calls only
C) use direct dialing most of the time
D) all the above

Question 13

You should avoid use of slang or regional expressions that may not be widely known or understood when making business calls.

Question 14

Some states have laws that prohibit drivers from using cell phones while driving.

Question 15

Computer output is analog rather than digital.

Question 16

When you are on the telephone and receive a second call, you need not tell the first caller you are placing him or her on hold.

Question 17

You should repeat the caller's name and telephone number when you are taking a telephone message for a coworker.

Question 18

Which type of long-distance call is made without the help of an operator?

A) direct-dial call
B) person-to-person call
C) collect call
D) both A and C

Question 19

Data sent via telecommunications can be in the form of voice, video, text, or images.

Question 20

For which type of long-distance call do you need to tell the operator the name of the person to whom you wish to speak?

A) direct-dial call
B) person-to-person call
C) collect call
D) both A and C

Question 21

Which of the following is NOT an appropriate suggestion for using your voice mail system?

A) include your name, department and other necessary information
B) hire someone with a unique accent to record the message
C) give instructions as to how to get immediate assistance
D) check your voice mail several times a day

Question 22

Which of the following is a common fax feature?

A) automatic dialing and redialing if the receiving number is busy
B) store-and-forward capability
C) automatic answering
D) all the above

Question 23

Which of the following is NOT an advantage of VoIP?

A) It can help a business save money.
B) It offers features such as caller ID, call waiting and voicemail
C) Service continues even during a power outage.
D) VoIP providers offer plans with unlimited calls.

Question 24

It is important to answer the telephone

A) after the first ring
B) after the second ring
C) between the second and third rings
D) it doesn't matter you can let it go to voice mail

Question 25

Screening incoming calls

A) is never an appropriate procedure for business calls
B) can save you and the callers time
C) is not a procedure used to determine the purpose of  telephone calls
D) both B and C

Question 26

Web conferencing allows users to

A) send instant messages
B) share files
C) record the conference for viewing at another time
D) all the above

Question 27

When leaving messages for others on their voice mail systems

A) leave a brief reason for your call.
B) you don't have to leave your number because they will have caller ID
C) speak quickly so as not to take up too much time
D) give both positive or negative messages

Question 28

Which of the following is not a voice mail feature?

A) Automatic message deletion
B) message forwarding
C) ability to forward a voice message to email
D) creation of multiple greetings

Question 29

When taking a telephone message for someone, you

A) need not include your name on the form
B) should omit the caller's area code for a long-distance call
C) should include the date and time of the call
D) all the above

Question 30

Call forwarding is a telephone feature that

A) redials automatically the last number dialed
B) sends calls automatically to another telephone number
C) signals an incoming call is waiting while a call is in progress
D) re-establishes the connection after a busy signal when both parties are free

Question 31

If you find that you have trouble communicating by telephone because of an accent

A) enunciate words clearly
B) speak at a rate slightly slower than usual
C) avoid long words and complicated phrases
D) all the above

Question 32

Telephone features available to impaired callers include

A) speech amplifiers to make voices louder
B) large button phones
C) loud bells and flashing light indicators
D) all the above

Question 33

The changes in pitch in used to emphasize words and get your meaning across to the listener is

A) tone
B) pitch
C) volume
D) pace

Question 34

When using voicemail, you should

A) check your voicemail several times a day
B) use the automated message that comes with the system
C) let the voicemail system answer your telephone even when you are at your desk
D) both B and C

Question 35

Which telephone feature restricts callers from making toll calls or calls for which an extra charge is made?

A) auto redial
B) call block
C) call forwarding
D) call queuing

Question 36

When you pronounce words clearly and distinctly, you are demonstrating good

A) enunciation
B) tone
C) volume
D) pace

Question 37

Which of the following is NOT good practice when dealing with difficult callers?

A) Always present a helpful, positive, and since attitude.
B) Do not display defensive behavior.
C) Do not try to resolve the matter; give the caller time to calm down.
D) Remain outwardly calm.

Question 38

A fax cover sheet should include the

A) name of the recipient
B) the current date and total pages excluding the cover sheet
C) name and telephone number of the sender
D) both A and C

Question 39

When you receive a telephone call from a person who is unreasonable, rude, or demanding, you should

A) put the person on hold
B) remain outwardly calm and try to be helpful
C) demand an apology
D) none of the above

Question 40

When participating in a conference call, you should

A) speak clearly, spell out difficult or unusual names, and repeat numbers
B) interrupt other speakers when you disagree with them
C) discourage participation by everyone to shorten the duration of the call
D) both B and C