Telephone Calls
Professional Development
Professional Development
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12 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
A good telephone voice...
...is soft and relaxing.
...is the same as your normal speaking voice.
...is confident and clear.
...has no emotion.
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which one is correct?
Hello, Everbright Bank, it's Weiming. How can I help you?
Hello, Everbright Bank, this is Weiming. How can I help you?
Hello, this is Weiming from Everbright Bank. How can I help you?
Hello, Everbright Bank, it's Weiming. What do you want?
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
When you make a call, after you say your name, it's a good idea to...
...always ask how the other speaker is feeling.
...take a few moments to think about what you are going to say.
...say why you are calling.
...yawn and hang up.
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which is the politest question?
I'm calling because I want to talk to you about opening an account.
I'm calling because I need to talk to you about opening an account.
I'm calling because I would like to talk to you about opening an account.
I'm calling because I want you to give me information about opening an account.
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
A good way to transition between small talk and important information is:
I don't care how you are feeling. Just tell me about...
That's great. Look, I'm just calling to talk to you about...
Now I want to talk about something serious.
That's lovely. Now, let's move on to talk about...
6.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
To control a conversation you can...
...ask the speaker to speak slowly and clearly.
...interrupt politely and ask the speaker to clarify.
...make sure you confirm important information at the end.
All of these are true
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
If there is silence on a phone call, something you can say is:
Is anybody there?
Okay, is there anything else I can help you with?
Hello, can you hear me?
I'm going to hang up now.
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