Essential Telephone Skills Inventory

  1.  
    All it takes to answer the effectively is a cheerful attitude; if you are upbeat, you do not need any special skills: TRUE or FALSE
  2.  
    What important information should you state when answering the phone?
    A. Your Name B. Good Morning/Afternoon/Evening C. "Social Security" D. ALL OF THE ABOVE
  3.  
    The #1 complaint of people making telephone calls is?
    A. BEING PUT ON HOLD B. Being put on hold C. You're talking too fast D. The phone rings too many times
  4.  
    A caller who wanders off within a conversation should be allowed to wander: TRUE or FALSE
  5.  
    If you are eating lunch when you answer the telephone...
    A. Chew quietly while you talk to the caller B. Chew normally, but don't slurp any liquids C. STOP EATING/DRINKING WHILE ON THE PHONE D. Stop eating/drinking while on the phone.
  6.  
    The proper way to transfer a call is to hit the transfer button and hang up: TRUE or FALSE
  7.  
    Phrases like, "I see" or "Okay"...
    A. are good ways to let the caller know you are paying attention B. should rarely be used, because they add little value to the call C. are good ways to let the caller know you are paying attention D. are risky because the caller is likely to consider them rude interruptions
Answer Key
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Essential Telephone Skills Inventory (Answer Key)

  1.  
    All it takes to answer the effectively is a cheerful attitude; if you are upbeat, you do not need any special skills: TRUE or FALSE
    FALSE
  2.  
    What important information should you state when answering the phone?
    A. Your Name B. Good Morning/Afternoon/Evening C. "Social Security" D. ALL OF THE ABOVE
  3.  
    The #1 complaint of people making telephone calls is?
    A. BEING PUT ON HOLD B. Being put on hold C. You're talking too fast D. The phone rings too many times
  4.  
    A caller who wanders off within a conversation should be allowed to wander: TRUE or FALSE
    FALSE
  5.  
    If you are eating lunch when you answer the telephone...
    A. Chew quietly while you talk to the caller B. Chew normally, but don't slurp any liquids C. STOP EATING/DRINKING WHILE ON THE PHONE D. Stop eating/drinking while on the phone.
  6.  
    The proper way to transfer a call is to hit the transfer button and hang up: TRUE or FALSE
    FALSE
  7.  
    Phrases like, "I see" or "Okay"...
    A. are good ways to let the caller know you are paying attention B. should rarely be used, because they add little value to the call C. are good ways to let the caller know you are paying attention D. are risky because the caller is likely to consider them rude interruptions

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