Question 1:When you addressing a woman and are unsure of her marital status, which of the following titles should you use?
a. Ms.
b. Miss
c. Mrs.
d. Mr.
e. None of the above
Question 2: What will happen if you waffle, mumble or speak generically to your listener?
a. The message many not be understood correctly, and confusion may occur
b. He or she will lose attention and generally reflect poorly on the caller
c. You make the job of communication harder for both of you
d. They will probably have to call you back to clarify what is expected
e. All of the above
Question 3:Why is it not advisable to take you cell phone into an important business meeting ?
a. It is rude if it rings and you are with a client or it rings during an important company meeting, especially if you answer it
b. Someone else may need to use your phone in the office, and if you take it in, he or she won't have it
c.The opposite is true - never be more than 5 paces from your phone, and always keep it one.
None of the above
Question 4:Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
a. "Yes"
b. "What?"
d.. "Great"
e. "I see"
Question 5:Which of the following sentences re appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jone, Please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Question 6: How
can you convey to your listener that you need to discuss sensitive
issues over the phone, such as exchange of personal and protected
information?
a. Tell them you will fax the details
b. Tell them you will email the details, although it might be by unsecured e-mail
c. Confirm with them which it is okay to discuss such issues before discussing them
d. Avoid these discussions at all cost on the telephone
Question 7: What is a 'cell phone tag"?
a. a playground game where kids chase each other and 'tag' the next person who then chases the other kids.
b. A series of missed calls between two
people, whether calls are returned but again the person is not
available, are said to be 'playing cell phone tag.'
c. The price tag on a cell phone in a shop, whether used or new.
d. The clip inside the phone that can be replaced, or transferred between compatible networks.
Question 8: Why is "Privacy' considered one of the 7 Pillar of Telephone usage, and generally important when making calls?
a. It makes the call important and secure to both parties, especially when it is a business call.
b. People like things to be private and secretive- it makes them feel special, like they are tricking the world
c.It's no - privacy should always be secondary to communication and letting everyone know as much as possible
d. The information is damaging if leaked into the wrong hands, especially in the case of financial or legal decisions
e. a and d
Question 9: Which of the following is considered polite if you have an interruption while speaking to a caller?
a. excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait 5 minutes, will you
c. Got to go - I'll call you back later
d. Wait there, I'll be back
Question 10: Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?
a. Taking you cell phone on a bungee jump
b. Taking your cell phone up a mountain
c. Taking your cell phone underwater, even if it is switched off
d. Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machine
