Elance Telephone Ettiquette Test Answers
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If you receive permission to transfer a call:
Give
the caller the complete phone number and extension of where you are
transferring them to in case you are disconnected
Place caller on hold and transfer them when you have the chance
Ask the caller to hold while you find the right person to talk to
Transfer the call immediately and get on to your next task
Always keep the phone ____ from your mouth.
Two-finger
widths
Not really important
Really close
Two inches
How should you acknowledge a customer when you're asking them to verify information?
Saying "Ok" to transition to the next question quickly.
"Thank
you" each time they do.
Wait until they've verified everything, then thank them.
Don't ask them to verify. Instead, read it all to them and have them
tell you if it's correct.
Many executives have two telephone numbers for the following reasons:
One number is designated as "internal only" so they can talk
to other co-workers
One
number may be private for close family and friends and to make outgoing calls
So if one number doesn't work the other one will
So they can be reached by anyone twice as easily
How to sound professional on the phone?
Refrain from using a speaker phone.
Everything
is correct.
Practice your greeting until you can say it naturally and
professionally.
Try smiling while you talk as this will brighten the character of your
voice, even if you don't feel cheerful.
Refrain from interrupting the person on the phone.
When using a headset you should NOT:
Be conscious of other conversations in your office
Make sure the headphone is working correctly
Talk
to others while on the phone with the client
Be conscious of confidentiality
If you want a problem solved that day, when you call you should:
Email them.
Call right at 5 oclock so people will be motivated to help.
Call
well before the close of business.
Call first thing in the morning, even before business hours.
Why is it important to try to search for a customer's information to verify vs. ask them to provide it?
I don't want to seem as if I'm rushing a customer
Sometimes I don't feel like searching for a customer's information
because the system is slow.
To make sure their address hasn't changed.
It
takes less time to verify customer information rather than asking them for it
new everytime.
When a customer explains the reason they're calling, which would be the most confident and reassuring response to acknowledge their statement?
"I
understand and I can help you with that."
"Ok. Can I have your (identifying information: i.e. phone #, order
#, customer #)?
"You need to speak to another department. I'll transfer you."
"Let me see what I can do."
Should you ever refer to a customer by their first name?
It
depends on company policy and if you've asked the customer's permission.
Definitely not, even if they insist.
Maybe if you've been talking a while and you feel like you've built a
rapport with them.
Always. It's more personal.
When you need to transfer a call to another person, you should:
Ask
permission from caller to transfer the call
Ask caller to call back at a different time
Say, "I can't help you, but I will transfer you to someone who
can"
Say, "I am transferring you"
When busy and answering the phone you should:
Ask them to call back at another time.
Speak as fast as possible.
Talk
slowly and clearly.
Give one word answers.
When you leave a message in someone’s voicemail, what is most important?
Say
your phone number
Request a call back
Say the date and time
When you have a person on speaker phone you should:
Speak clearly.
Let them know who else is in the room.
(All
of these choices)
Let them know they are speakerphone.
When setting up your cell phone you should:
Never set up the voicemail.
Choose
a normal, non-disruptive ring tone.
Have the ring loud and distinctive so everyone knows it is your phone.
Always have it on vibrate.
When taking a customer's credit card information, why is it important to be thorough in verifying it?
There are a lot of numbers on credit cards
Because
the slightest mis-entry can cause the card to come back as declined.
A lot of my customers are elderly and have a hard time reading their
card.
Credit card fraud is a serious issue.
When using a headset you should:
Hold the microphone away from your mouth
Be
aware of what the customer can hear in the background
Speak louder
Put the customer on speaker phone
When receiving calls it is important to:
Be aware of the timezone.
Speak
in an inviting voice.
Get through each call as quickly as possible.
Look your best.
When you answer the phone your voice should be:
Pleasant
and Happy
Inhuman and robotic
Business-like and to the point
Uninterested and distant
If your phone rings in the middle of a meeting you should:
Take the call if it is more important than your meeting.
Silence
your cell phone and listen to voice messages later.
Look at who is calling to decide whether or not to take it.
Answer the phone only if it is family.
When calling a company you should:
Be prepared to tell a friendly story
If the person you are calling is not available just say: "I'll call
back later."
Talk to anyone, just get your problem resolved.
Make
your conversations brief and to the point.
When you successfully transfer a call, you should:
Just hang up
Answer the next call
Stay
on the line and announce your transfer to the caller
Get off the phone as quickly as possible
When answering a cell phone you should:
Announce
your name when taking the call.
Answer immediately, regardless of circumstances.
Don't say anything until you know who is calling.
Say, "Who is this?" Before discussing anything.
If you have to spend a large amount of time trying to help a customer only to find it has to go to another department, should you cold transfer the call and let them re-explain the situation or warm transfer and tell the other department what you've found thus far before connecting the customer?
It makes no difference, I can't resolve the situation for the customer.
Warm transfer so you can forewarn your co-worker that the customer isn't
very nice.
It
is best for the customer and the co-worker receiving the call to supply as much
information as possible to avoid rework.
Cold transfer the call so not to take up the customer's time.
When screening calls, the proper response to a request to talk to your boss is:
May
I ask what this is regarding?
He/She is out golfing for the day
Ok, I will put you right through
He/She is unavailable to take your call
What is the most important measure of how successful the call was?
Professionally
resolving the customer's reason for calling within a reasonable amount of time.
How happy the customer sounded.
Adhering exactly to the script given to you, whether or not it is
appropriate for the reason or the tone of the call.
Getting the customer off the phone as soon as possible even if it
requires a callback, in order to move on to the next call.
All of the following are ways a salesperson can make a good impression on the phone, EXCEPT:
showing courtesy and respect
placing
the caller on hold
taking adequate time
making adequate preparation
When answering a cell phone you should:
Talk as quietly as possible so other people don't hear you.
Talk as loudly as possible so the caller can hear you.
Be
aware of your speaking volume.
Cover your mouth while talking.
If company policy dictates that only a certain group of people are able to complete certain actions, but you know how to do it and the customer is growing impatient, should you help them anyway?
Definitely not, it's out of my hands.
Only if the customer sounds nice and I ask their permission.
Adhering
to company policy is important, but I might ask my supervisor's approval
because I know the other group is busy.
Yes. Helping the customer is the most important thing, regardless of
what I may have been told.
When someone calls you with a problem and you don't know what to do you should:
Say "I don't know, let me check on that." Then place them on
hold.
Ask them their phone number and offer to call back when you have an
answer
Get
the callers name and problem, along with phone number, ask if you can place
them on hold and find out who can help them.
Ask them to check on the internet
What item(s) listed below are considered OK while answering the phone?
You
shouldn't have any distractions of any kind
Listening to the low music in the background
chewing gum
smoking
Why is it important to dial the correct number?
You save time and confusion.
You don’t risk disturbing others.
Both
are correct.
Before hanging up the phone:
(All
of these choices)
Let the caller hang up first.
Always end the phone call pleasantly.
Be sure you have answered all the caller's questions.
When answering the phone you should:
Pause before saying hello
Speak loudly and slowly
Keep your voice down
Speak
in a normal tone of voice
If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?
So we know what type of a problem a customer is likely to have when they
call.
(All
of these choices)
To potentially correlate problem calls with certain order items to
determine trends.
To improve marketing efforts by targeting customers who frequently place
orders.
How long should someone be kept on hold?
1
minute or less
9 minutes
As long as it takes
It depends on what they want
How do you place a caller on hold?
“I got to get your file, please hold on”.
“Would you hold while I get your file?”
Hold on while I get your file.
“Can
you please hold briefly while I get your file?”
How closely should you hold the phone to your mouth?
It doesn't matter as long as they can hear you.
Two
finger widths away.
At least 4 inches away.
In a crook between your neck and shoulder.
When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away, you should respond with . . .
I am sorry; He/ She is on vacation for two weeks. May I take a message?
I
am sorry; He/ She is not available right now. May I take a message and have
him/her get back to you as soon as possible?
He/ She went to Florida for a week, may I take a message?
Here, let me get you his/ her number and you can contact him/ her via
their cell.
When you receive a cold call for your boss you should:
Ask
who is calling and for what purpose
Transfer the call to your boss right away
Set an appointment for the sales person to see your boss
Promise to have someone call back
When in a meeting one should NOT:
Turn off your cell phone.
Place
your cell phone on the table so everyone can see it.
Silence your cell phone.
Take notes.
What should you do before you clear a transferred call!
Stay
on the line to make sure transfer was complete.
Check back to make sure on-hold call is answered.
Nothing is required, just transfer the call.
True of false? It is okay to blind transfer a call when there are many calls in queue.
False
True
After being asked the same question by the 5th customer, what do you do?
Pretend to have to find the answer
Act
as if it were asked to you the 1st time
Tell them "I get a lot of this"
Hint that you have been answering this question all day
If your voice is positive and full of energy it tells the customer:
You have had too much coffee
You are trying to be professional
You
want to help with any needs they have
You just heard a good joke
When writing down phone messages you should:
Take the next phone call and remember to write the message down later.
Just ask them to call back.
Accurately
record all the callers information and the best time to call back.
Get the phone number and first name.
If finding a solution to a problem is taking longer than expected, what should you do?
Leave them on hold until you have the answer
Transfer them to someone else
Ask them to call you back later
Check
in to notify you are still working on their issue
Besides having a paper and pencil ready, why would you ask the caller for their phone number?
to show the caller you are polite and considerate
In
case the call gets disconnected
in case the caller is rude, you can call him back later
Does your physical body language affect how you sound on the phone?
Absolutely
Undecided
"Definitely not, I sound the same no matter how I sit."
Maybe a little
A proper way to answer the phone is to:
Say "Hello"
Say "Why are you calling?"
Say "Can I help you?"
Greet
caller, identify the organization, then yourself
What are the essential professional components of any telephone call?
Please
and thank you
Hold please
Call back in an hour
When you are angry with someone on the phone you should:
Take
a breath and clearly and calmly tell them what you are upset about.
Ask to speak to their manager.
Yell at them and tell them you want better service.
Hang up.
A customer on the phone can hear you smile.
False
True
A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?
Prompting
a customer politely for the information you're required to obtain by asking
questions and leading them through the order process, vs. waiting for them to
provide it on their own.
Telling a customer what you think they want to hear about a product to
complete the order, despite having limited personal knowledge of it.
Trying to get a customer to finish their order despite having some
buyers remorse.
Avoiding small talk and pushing the customer through the order process.
If a customer is placing an order, despite it taking more time, why is it important to verify the item description before placing the order?
Because customers usually miss things like the difference between o's
and zero's, etc.
I usually don't worry about it because if they provide the wrong item
number, it's not my fault if they get the wrong thing.
Verifying
the description of the item may make the customer realize they gave the wrong
item number to fix on the spot rather than them receiving the wrong item and
having to return it.
So I don't get blamed when the customer calls in to return the wrong
item.
When making phone calls you should:
Identify the purpose of your call.
Identify yourself.
Ask to speak with the department that can help you.
All
of the above.
Should you check back with a customer if you are keeping them on mute/hold while researching an issue that is taking longer than expected?
If there is hold music and I explained it may take a few minutes, it
shouldn't matter.
No, it's more important to focus on finding the right answer.
Yes,
and depending how long it's taking, apologize for the delay.
Try to fill as much of the silence with idle chat while researching so
there isn't "dead air".
It is acceptable to interrupt a customer when you have something to say.
True
False
If a customer is very upset, using profanity, and insulting you personally, what is the best approach to handling the call?
Warn them that you'll hang up if they keep swearing or yelling.
Put them on hold without explanation and get a supervisor.
Wait
for the customer to pause, apologize if appropriate, explain you're willing to
assist and if they're not satisfied with the result, you will escalate to a
supervisor.
Disconnect them without warning.
While speaking with a customer it is OK to
Read articles
Use a chat service
Take
notes
Check emails
When you answer the phone you should NOT:
Answer too soon
Be too friendly
Chew
gum or eat food
Be too helpful
What is important about your voice?
volume
tone
speed
all
of the above
Should you tell the customer your name when first answering the call?
Make up a name so not to give your real name.
Only if they ask it.
Yes.
No, I prefer not to give my name.
What type of speech should you avoid using on the phone?
All
of these
Slang words
Bad language
Technical words or abbreviations
When you recieve a call that is a wrong number you should:
Say:
"I'm sorry, you must have the wrong number. What number were you
calling?"
Just hang up.
Try to make a customer out the the caller.
Laugh and say, "I do that all the time."
True or False: Courtesy is as important in speaking over the phone as in talking to people face to face.
True.
False.
True or False: The sound of our voice and how we use it can say a lot about us. We can show: Professional, Depression, Sleepy, Hatred, Inattentiveness, Busy, Irritation, and Positiveness.
False
True
How important is your voice inflection and tone to a customer when answering their call?
Important
Very
Important
Unimportant
Undecided
When making phone calls you should:
Have a script ready but don't follow it.
Just say whatever comes to mind.
Find out who to talk to before you call.
Know
the purpose of your call and plan what you have to say.
On a standard call, what is the most appropriate way to close before hanging up?
Engage in small-talk.
Tell them that is all and to have a nice day.
Ask if they're willing to compliment you to your supervisor if you get
them on the phone.
Ask
if there is anything else you can do to assist, thank them, and
"brand" the call appropriately.
Why is it important to be at your desk, ready to start taking calls at the scheduled start time of your shift?
Shifts
are generally scheduled to handle the amount of calls forecasted based on
historical data.
If I don't and everyone else does, it makes me look bad.
So I'm not considered tardy and lose my bonus.
It is part of my annual review and I want good scores.
What following information should be included when taking a phone message for some one?
Caller’s name and company name if applicable
What the call is regarding
Date and time of call
(all
of these)
If the caller wants a return phone call. Phone number at which the
caller can be reached
When ending a call you should:
Promise them the supervisor will call them back.
Say "goodbye" and hang up as quickly as possible.
Thank
the person for calling when appropriate and let the caller know you will give
the supervisor the message.
Put the handset down firmly.
How long should the phone ring before you answer while you are busy at the office?
Answer
the phone before the third ring.
Answer the phone in the last ring, as you are busy.
Do not answer the phone. Let it ring you can always call back.
True or False: Always make it a habit of receiving personal calls at work.
False
True
What should you do when you take a person off of hold:
Tell them everyone is busy and ask if they can call back at another
time.
Thank
them for holding and transfer the call if appropriate.
Tell them that they could find an answer with your online chat support
team.
Tell them they would get a quicker response if they emailed their
question.
When leaving a voicemail you should:
Ask the person to call you back later that night.
Speak
clearly and let the person know why you called.
Demand action immediately in a loud and angry voice.
Tell the person if you don't hear from them you will call again.
Proper telephone etiquette:
Is important because it is politically correct
Is
important for promoting a proper professional image of your organization
Is important because your boss expects it
Is not necessary because business moves too fast and time is money
To place a call on hold you should:
Just place caller on hold
Transfer caller to someone else
Tell caller to hold
Ask
if they would be willing to hold
When answering the phone and trying to learn who is calling you should say:
Who is this?
May
I ask who is calling?
I will put you through
What is your name?
When you call someone with a problem you should:
Introduce
yourself and your company and state why you are calling
Raise your voice to the first person who answers
Ask to speak with a manager
Tell them to help you immediately
When calling someone you do not know you should:
Talk about sports as an ice breaker.
Be familiar and friendly.
Ask some personal questions.
Be
courteous and professional and let the person know why you are calling.
When transferring a phone call you should:
Tell
the caller who they are being transferred to and announce the caller to the
person you are transferring them to.
Transfer the call without any delay.
Place the caller on hold and transfer the call before telling them.
Send the caller to voicemail.
How do you answer the phone at the office?
Hello this is Jane, “what are you calling for?”
Hello this is Jane, Please hold.
“ABC Company, Jane here, Hello?”
“Thank
you for calling ABC company. This is Jane. How may I assist you?”
When you make a call that is a wrong number you should:
Ask them to look up the correct number for you.
Ask if whoever you called can help you.
Just hang up.
Apologize
and state the number you were calling.
How do you hang up a call?
Let
the caller hang up first. This shows the caller that you aren’t in a hurry to
get off the phone with them.
“Please do not call back again. Thank you.” Then hang up.
Hang up before the caller does, as this shows that you are busy at the
office.
After a long day on the phones and you see the next call, what do you do?
Take a break, let it go back to queue
Let your Manager know you can't answer the call
Recognize you are burnt out
Make
an effort to answer as if it were your first call
The proper steps to follow during the initial 10-15 seconds of a phone call is to:
Answer and ask who is calling
Don't answer the call. Let it go directly to voicemail
Greet
caller politely, mention name of company and your name, ask if you can help,
determine who is calling and for what purpose
Answer call on 5th or 6th ring and say "please hold"
When taking a message you should get what information:
Best call back number
What the call is regarding
Name and time of call
All
of the above
What is the correct procedure to follow when placing the customer on hold?
Don't put the customer on hold, simply put him on mute
Tell the client, "just a moment"
Ask
permission from the client, provide the reason are you putting him on hold, and
provide timeframe
Just simply put the customer on hold
When the caller is calling for your boss and he or she is not available for personal reasons, you should:
Offer
to take a message or see if you or anyone else can help them.
Tell them they are on vacation.
Tell them they are having family problems.
Tell them that they are out for a long lunch.
When the telephone rings you should:
Place call on hold without answering
Answer
by the 3rd ring
Answer by the 5th ring
Let it go to voicemail
When receiving feedback on a call by a supervisor or quality assurance representative, what is the most important rule of thumb?
Listen
actively, be willing to accept both positive and constructive feedback, clarify
if there are questions, and apply beginning with your next call.
Tell them you appreciate their feedback, but disagree and continue doing
things your way.
Stand your ground if they give constructive feedback because you're only
doing what you learned in training.
Disregard the contructive feedback and focus only on the positives.
If the person who is being asked for does not want to be disturbed, but the call is important, you should:
Take a message and promise to get back to them
Ask if someone else can help them
Know
the company procedures for this type of call and then use your own judgement
Put them through immediately
Generating interest by the way you raise or lower your voice describes which of the following communication skills?
tone
of voice
pitch
inflection
enunciation
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