When you answer the phone, you need to say your name and ______ ? (1- The name of the company, 2- Hello!, 3- How are you today? )
The name of the company
15
Why are telephone greetings so important? (1- It is the first impression, 2- It shows that you are happy, 3- It shows that you are polite )
It is the first impression.
15
What is important about your voice? (1- The volume, 2- The speed, 3- The tone, 4- All of the above )
All of the above
15
When putting a caller on hold, what do you need to say or ask? (1- Ask if it is ok to put the caller on hold, 2- Would you like to be put on hold?, 3- I apologize for the inconvenience )
Ask if it is ok to put the caller on hold.
15
When taking a caller off hold, what should you say? (1- I apologise for the inconvenience 2- Thank you for holding, 3- I told you it was not going to be long )
Thank you for holding
15
What item(s) listed below are considered OK while answering the phone? (1- Chewing gum, 2- Listening to the low music in the backgroun, 3- Smoking, 4- You shouldn't have any distractions of any kind)
You shouldn't have any distractions of any kind
15
When you leave a message in someone's voicemail, what is most important? (1- Say the date and time, 2- Say your telephone number. 3- Ask to call back)
Say your telephone number
15
You are having a conversation with your colleague and the phone rings. What do you do? (1- Get the caller’s phone number, and call him/her back, 2- Tell your colleague to wait,3 -Answer the phone and put the caller on hold)
Tell your colleague to wait.
15
Shouting while on call with customer is acceptable? (True or False)
False
15
Making fun of customer while on call is okay, (Correct or Incorrect)
Incorrect
15
Drinking water while on call with custormer is acceptable. (True or False)
True
15
When not having proper knowlegde, we can provide any information to customer regarding his querry. (True or False)
False
15
Employee should be polite while speaking to customer. (True or False)
True
15
Hanging up customer call is perfectly acceptable. (True or False)
False
15
When customer is using foul language asking hm to behave is right thing to do. (True or False)
True
15
Getting our attention diverted while customer is on call is acceptable. (True or False)
