202 outcome 1 Telephone Communication Skills Quiz

What type of questions begin with who, what, where, when, why and encourage a response giving a lot of information?

• Open questions

• Closed questions

• Probing questions

• Rhetorical questions

Which type of questions are likely to get the response of 'yes' or 'no'?

• Open questions

• Closed questions

• Probing questions

• Leading questions

What skill is necessary for dealing with calls according to the document?

• How to write emails

• How to use the equipment

• How to design websites

• How to conduct interviews

What should you know to build rapport with the customer?

• How to ignore the customer

• How to build rapport with the customer and give a good impression of yourself and the organisation

• How to argue with the customer

• How to avoid the customer

What does the secrecy button do?

• Allows the caller to hear music

• So that the caller cannot hear what you are saying

• Redirects the call

• Displays the caller's number

What feature allows three or more callers to be linked into the same call?

• Redirect

• Conference calling

• Call barring

• Speed dialling

What should you have ready when picking up the phone?

• A snack

• A pen and paper

• A calculator

• A glass of water

What is important to keep the customer informed of during a call?

• Your personal opinions

• Your actions

• Your schedule

• Your location

What should you never disclose without permission during a call?

• Your name

• Confidential information

• The time

• The weather

What should you do if you don’t understand something during a call?

• Ignore it

• Ask for repetition or explanation

• Pretend to understand

• End the call