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Telephone Techniques
Test Description: Answer the telephone in a professional manner and response to a request for action
Instructions: Answer all questions to get your test result.
1) All calls must be answered by the _________ ring?
A
Second
B
Doesn't matter as long you answer the phone
C
Third
D
First
2) While speaking into the transmitter, the mouth piece should be ______ away from the mouth
A
3 inches
B
2 inches
C
directly on the mouth piece
D
1 inch
3) The most important aspect of answering the telephone is
A
to smile while answering the phone
B
to perform a criminal background check
C
to get personal data for personal gain
D
to identify yourself and the place of business
4) If the requested information of the caller is unknown, you would __________
A
take a detailed message so that information can be returned
B
make something up
C
hang up
D
transfer them to someone who cares
5) When terminating a telephone call the reception should
A
allow the caller to hang up first
B
slam the receiver down
C
verify the financial status of the caller
D
put the caller on hold
6) When taking a message, the receptionist should always
A
tell the caller they are wasting their time
B
demand they call back after your lunch
C
transfer them to 5 different departments
D
verify the identity of the caller and verify a return phone number
7) The receptionist should use ___________ tone of voice when speaking to callers
A
aggressive
B
pleasant
C
seductive
D
assertive
8) While speaking to callers, it is important to
A
speak loudly
B
speak slowly
C
chew gum
D
speak at a moderate rate
9) The pleasant attitude of the receptionist is perceivable by the caller by doing what?
A
cracking a joke
B
smiling when answering the phone
C
greeting them with a philosophical quote of the day
D
sobing
10) The first impression of a business is the attitude of the receptionist.
A
false
B
true
*select an answer for all questions
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