Question

telephone and voicemail skills multiple choice questions
circle the letter of the best answer. read all choices before responding.

1. siddiq answers his company’s main telephone line. the caller asks to speak with rob, who is running late this morning. siddiq’s best response to the caller is,

a. “rob is late today. call back later.”
b. “rob is unavailable right now. may i have him call you back?”
c. “rob is late to work – again. may i have him call you back?”
d. “rob is late today. can you call back in a few hours?”

1. mia works at a busy restaurant that accepts telephone reservations. mia should

a. learn the reservation system well so she can help customers efficiently.
b. ask customers to call back later if the restaurant is busy.
c. speak very quickly to keep calls short.
d. do all the above.

1. tim, a customer - service agent, must place a caller on hold. he should do all of the following except

a. ask before placing the caller on hold.
b. keep the hold time as short as possible.
c. explain why he must place the caller on hold.
d. give the caller an unrealistic hold time.

1. jenna answers the telephone at her busy store. the caller slowly begins to explain a problem. jenna should

a. interrupt the caller if she thinks she has a solution.
b. listen patiently and carefully.
c. try to finish the caller’s sentences to keep the call short.
d. do all of the above.

1. miguel needs to leave a voicemail message confirming appointment details with a customer. miguel’s message should include

a. his name and telephone number.
b. his name, company name, telephone number, and appointment details.
c. a friendly greeting, his name, company name, telephone number, appointment details, and a pleasant closing.
d. his name and the appointment details.

1. it is sara’s first day on the job. her duties include answering the phone and directing calls as needed. sara knows she should

a. learn the telephone transfer features.
b. practice placing callers on hold.
c. have a computer or paper and pen ready to record callers’ information.
d. do all of the above.

1. mario is having a telephone conversation with a co - worker. he should avoid using such words or phrases as

a. “uh - huh,” “gee,” and “honey.”
b. “thank you” and “good morning.”
c. “thanks” and “i can help you.”
d. “yes,” “please,” and “thank you.”

1. ethan answers a store’s telephone. ana, the customer, is angry that a shirt is missing from her order box. ethan should say,

a. “it was probably caused by the delivery service – not us.”
b. “don’t yell at me, ana.”
c. “so, ana, you are missing the shirt that you ordered – correct?”
d. “are you sure you placed the order right, ana?”

Explanation:

1. Option b is polite and professional in handling a call - notifying the caller of unavailability and offering a callback.
2. Learning the reservation system helps in efficient customer service for Mia.
3. Giving an unrealistic hold time is unprofessional. All other options are good practices for placing a caller on hold.
4. Listening patiently is key in customer - service calls.
5. A voicemail should have a friendly greeting, name, company name, phone number, appointment details, and a pleasant closing for professionalism.
6. Having a computer or paper and pen ready to record information is important for answering calls and directing them.
7. "uh - huh," "gee," and "honey" are too informal for a work - related call.
8. Option c is a neutral and empathetic response to an angry customer.

Answer:

1. b. "Rob is unavailable right now. May I have him call you back?"
2. a. learn the reservation system well so she can help customers efficiently.
3. d. give the caller an unrealistic hold time.
4. b. listen patiently and carefully.
5. c. a friendly greeting, his name, company name, telephone number, appointment details, and a pleasant closing.
6. c. have a computer or paper and pen ready to record callers’ information.
7. a. "uh - huh," "gee," and "honey."
8. c. "So, Ana, you are missing the shirt that you ordered – correct?"