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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?

ADoesn't matter as long you answer the phone BThird CSecond DFirst

2) While speaking into the transmitter, the mouth piece should be ______ away from the mouth

A3 inches B1 inch Cdirectly on the mouth piece D2 inches

3) The most important aspect of answering the telephone is

Ato perform a criminal background check Bto get personal data for personal gain Cto identify yourself and the place of business Dto smile while answering the phone

4) If the requested information of the caller is unknown, you would __________

Amake something up Bhang up Ctransfer them to someone who cares Dtake a detailed message so that information can be returned

5) When terminating a telephone call the reception should

Aput the caller on hold Bverify the financial status of the caller Cslam the receiver down Dallow the caller to hang up first

6) When taking a message, the receptionist should always

Ademand they call back after your lunch Btransfer them to 5 different departments Cverify the identity of the caller and verify a return phone number Dtell the caller they are wasting their time

7) The receptionist should use ___________ tone of voice when speaking to callers

Apleasant Baggressive Cassertive Dseductive

8) While speaking to callers, it is important to

Achew gum Bspeak at a moderate rate Cspeak loudly Dspeak slowly

9) The pleasant attitude of the receptionist is perceivable by the caller by doing what?

Asmiling when answering the phone Bsobing Cgreeting them with a philosophical quote of the day Dcracking a joke

10) The first impression of a business is the attitude of the receptionist.

Afalse Btrue

*select an answer for all questions

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