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Xcom 285 Week 3 Knowledge Check

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By the end of this module you will know how to:

 Put callers on hold
 Transfer calls
 Deal with visitors
 Take messages

TELEPHONE ETIQUETTE

You may not have a lifeline…or phone a friend…or even take two wrong answers away…but you will enjoy taking this fun, simple quiz on customer service.

As we all know, it’s not rocket science, and of course, most of it is all common sense as they say. However, we all know too that common sense is NOT that common.

So have fun, enjoy the quiz…and good luck!

1. “How can I help you?” belongs:
a. In the initial greeting.
b. In the message taking scenario.
c. Nowhere. I’m not able to help anyone.

2. When I’m not able to help a customer, I should:
a. Tell them honestly and thank them for their business and hang up.
b. Give whatever information I can, right …show more content…

Correct answer is AB. Anything after your name…erases your name. And on initial greetings, your name is very important. You have answered the phone to help them. It’s a given. Those words are best used in a message taking scenario. Research show that one should greet, identify your company, tell them who they are speaking to and ask how you may assist/help them, e.g.

“Good day, this is Ster Kinekor, You are speaking with Mary. How may I help you?”

2. Correct answer is C. Be sure you let the customer know that help is on the way. That’s the most important part.

3. Correct answer is B. We need to leave our troubles at the door. Arguments with a spouse or a bad hair day are your problem. Telephone Doctor calls that ‘emotional leakage’. That’s getting angry at Peter and taking it out on Paul. Not fair, not right, and no fun.

4. Correct answer is C. No gum at work – ever. End of subject. If you have bad breath – use mouthwash.

5. Correct answer is B. The old Telephone Doctor adage…’smile BEFORE you pick up the phone’ is the way to make every phone call, or customer contact, a great one. Remember, it’s hard to be rude when you’re

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