Telephone Etiquette Quiz 2

Most speaker phone units and other multi-line devices connect via internet through VoIP technology. What does this acronymn stand for?

• Vearing over Internal Parameters

• Voice over Internet Protocol

• Valuable objects Inside Palace

• Visiting obligation Interior Protocol

When using mulit-line phones in VoIP, how many numbers need to be dialed in for any employee at any desk to answer the call?

• 12

• 24

• 2

• 1

To transfer a call, one needs to put the call in a transfer position, then dial what number?

• the extention number of the agent the call is for

• the number of the closest Starbucks

• your extention, so you can get the call again

• the number of your boss, so they can screen all calls

What is the name of the video conference service for Google?

• Google Chat

• Google Zoom

• Google Skype

• Google Meet

When a wireless call is made from a cell phone device, the first wireless part of the call is from the phone to what receiver?

• a cell tower

• a satellite

• the moon

• your home MSC (mobile switching center)

What is the most important part of creating a brand?

• Color

• Shape

• Typography

• The impression it makes on a person

When the name of a brand is made up of the letters of a other words and pronounced as a single word (like KFC), this is called a what?

• a synonym

• an acronym

• a homonym

• an antonym

The importance of customer service is to do what with customers?

• Badger

• Retain

• Ignore

• Churn

The process of identifying a call and the response the system has to that call is what?

• Call Adaptation

• Call Screening

• Call Influence

• Call Retention

Which is the most used method of support for customers?

• Email

• Social Media

• Phone/Voice

• Video