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Chapter 4 Tutorial

This document contains a multiple choice exam about proper phone etiquette and customer service techniques. The exam tests knowledge on topics like taking messages, handling upset callers, avoiding dead air, and answering additional calls while on a live call. It aims to evaluate understanding of best practices for phone interactions and representing an organization professionally over the phone.

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ebony
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25 views

Chapter 4 Tutorial

This document contains a multiple choice exam about proper phone etiquette and customer service techniques. The exam tests knowledge on topics like taking messages, handling upset callers, avoiding dead air, and answering additional calls while on a live call. It aims to evaluate understanding of best practices for phone interactions and representing an organization professionally over the phone.

Uploaded by

ebony
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Exam

Name___________________________________

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) When taking a message from a caller for another person, be sure to:
A) get the full name and correct spelling.
B) include the name of the caller's organization if appropriate.
C) note the time and date the message was taken.
D) All of the above.

2) When handling a very upset caller:


A) invite them to suggest a solution to the problem.
B) say "I know what you mean" when they complain.
C) put them on hold until they can cool off.
D) immediately transfer them to a supervisor.

3) The amount of call screening your customers face:


A) is a good way to handle specialized problems.
B) reduces stress.
C) shows them how important you are in the organization.
D) reveals something about your phone use attitudes.

4) Regarding courtesy titles,


A) their use is inappropriate except in very formal organizations such as law firms or banks.
B) they sound stuffy and are unnecessary in modern commerce.
C) they are an old-fashioned idea that has little merit today.
D) call handlers show respect for callers by using the more formal, Mr. or Ms.

5) You can best overcome the problem of dead air by:


A) just ignoring it, customers expect some of it in most calls.
B) keeping the customer informed of what you are doing.
C) using air fresheners in the office.
D) recognizing that it can provide emphasis for what you are saying.

6) Which of the following phrases would be acceptable for keeping a business conversation tactful and
professional?
A) What's your name again?
B) Speak up. I cannot hear you.
C) You need to call our other branch for that information.
D) None of these are acceptable.

Copyright 2014 Pearson Education, Inc.


7) When having a live conversation with a customer and the phone rings:
A) only answer it if no one else is available and after you ask the customer's permission.
B) yell to someone else to grab the phone.
C) lift the receiver and hang up immediately to signal the caller that you are busy.
D) answer it promptly, after telling your customer to hold on.

TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
8) Do not answer a call too quickly as this will be perceived as being over-eager.
Answer: True False

9) People answering phones project the voice and image of the whole organization.
Answer: True False

10) Give your full name and function or name of your company when answering the phone.
Answer: True False

11) Among the reasons callers might be upset are feelings that they are not valued, are helpless, and "it" just isn't
fair.
Answer: True False

12) If a caller digresses into chit chat or off-topic conversations, let him go on rather than risk upsetting him.
Answer: True False

13) "Thank you for calling" is a universal cue that the conversation is ending.
Answer: True False

Copyright 2014 Pearson Education, Inc.

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