Exam

Name___________________________________

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) The voice you project is determined by how well you can demonstrate the following elements:
A) Volume, rate of speed, inflection, and pronunciation.
B) Volume, rate of speed, and inflection.
C) Pronunciation, such as distorting sounds, omitting sounds, and adding sounds.
D) Volume, rate of speed, inflection, quality, and pronunciation.

1)

2) To be an active listener, you must focus on the following:

A) How well the caller can articulate his or her question or issue.
B) Pronunciation.
C) Concentration, empathy, acceptance, and responsibility.
D) The caller's issue and resolution to his or her issue or question.

2)

3) To give the person ample time to answer, allow the telephone to ring at least
A) Five or six times.
B) Two or three times.
C) One or two times.
D) Four or five times.

3)

4) To leave a message, be sure to include

A) Telephone number including area code.
C) Your first and last name.

4)

B) Organization name.
D) All of the above.

5) When answering calls for your manager who is not in his office, avoid this statement:
A) "He is not in the area at this time."
B) "He is away for the day and will return in the morning by 8 a.m."
C) "He is away from his desk at the moment."
D) "He hasn't returned from lunch yet."

5)

6) The first step to take when transferring calls is to

A) Let the caller know you are going to transfer the call.
B) Let the caller know that you do not know who would handle the call and you will have to
return the call when you locate the appropriate person.
C) Ask the caller for permission to transfer the call.
D) Explain to the caller that you are going to transfer the call to someone else who will handle
the call.

6)

7) When screening calls, avoid the following question:

A) "May I tell Ms. Hernandez what you are calling about, please?"
B) "Who is calling?"
C) "Ms. Hernandez has asked me to screen her calls. May I tell her who is calling, please?"
D) "May I tell Ms. Hernandez who is calling, please?"

7)

8) Types of Point-to-Point Long-Distance Calls include

A) Direct-distance dialing and operator-assisted calls.
B) Directory assistance calls
C) Station-to-Station assisted calls.
D) Calling card calls.

8)

9) If it is 4:30 p.m. in Dallas, Texas, what time is it in Los Angeles?

A) 1:30 p.m.
B) 2:30 p.m.
C) 6:30 p.m.

D) 7:30 p.m.

10) The United States and Canada are divided into the following five time zones:
A) Atlantic, Eastern, Central, Daylight Time, and Pacific.
B) Eastern, Central, Mountain, Pacific, and Western.
C) Atlantic, Eastern, Central, Greenwich, and Pacific.
D) Atlantic, Eastern, Central, Mountain, and Pacific.

9)

10)

TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
11) If you choose to dial directly for an international call, simply dial: 011 + country code + city code +
phone number.

11)

12) If you use an international operator, dial: 01 + country code + city code + phone number.

12)

13) When answering the phone, it is acceptable to use an acronym for your company's name.

13)

14) Whether employees report their observations of misconduct depends on a number of factors,
including their belief that management and coworkers will not see them as "informers."

14)

15) Key telephones provide flexibility in making and receiving multiple calls simultaneously.

15)

16) Interactive voice response services are similar to the services provided by a telephone answering
service.

16)

17) The best advice to follow when handling an angry caller is to deal with the situation first.

17)

18) People use secondary emotions to shift the focus from themselves to others, usually blaming or
criticizing others.

18)

19) When using a speaker phone, it is acceptable to let others sit in on the conversation as long as
everyone knows who is in attendance.

19)

20) The world is divided into 24-hour time zones.

20)

ESSAY. Write your answer in the space provided or on a separate sheet of paper.
21) What are some problems that result when an employee isnt able to speak clearly, listen actively, and use correct
grammar?
22) Describe what it means to be prepared before placing a call.
23) What would happen if you didnt take complete telephone messages?
24) Explain what it means to demonstrate effective telephone techniques.
25) What factors would you consider if you were having difficulty making international calls?

Answer Key
Testname: UNTITLED5
1) D
2) C
3) A
4) C
5) D
6) D
7) B
8) A
9) A
10) D
11) TRUE
12) TRUE
13) FALSE
14) TRUE
15) TRUE
16) FALSE
17) FALSE
18) TRUE
19) TRUE
20) TRUE
21) If you do not speak clearly, the customer can become frustrated with the conversation and be left with an
unprofessional image of your organization. You may have lost a customer to your competitor.
If you do not concentrate and demonstrate empathy, acceptance, and responsibility, the caller can become frustrated
with this lack of professionalism.
22) To be prepared means you must assemble the materials you may need to refer to during the conversation. Write down
the questions you want to ask and comments you want to make. Be sure you have the correct number and name of the
person with whom you wish to speak.
23) With incomplete information, the call may not be returned at all or the return call may be delayed. If the date and time
are not recorded when the call was taken, then an important appointment may be missed or important information
may not be obtained in a timely manner. If several office professionals take messages within a work area, the person
for whom the message is intended may have to ask who took the message, which wastes time. Without a name on the
message or an incorrect name, the person for whom the message is intended may be clueless as to who to ask for when
returning the call.
24) To demonstrate effective telephone techniques, an office professional must be courteous, be considerate when using
speaker phones, handle angry callers in an appropriate, positive way, return telephone calls promptly, check messages
frequently, and avoid telephone tag.
25) Be sure to consider the following:
Your own office phone system;
The correct format for dialing international numbers;
International holidays;
Time zone differences;
Language barriers.