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Chapter 27. I.Q. Test

Chapter 27. I.Q. Test

Circle the letter for the right answer to these questions.

1: How long do you get to make a good first impression on the telephone?
  1. 4—6 seconds

  2. 30—45 seconds

  3. 1—4 minutes

A: a. 4–6 seconds. The first indication of a company’s excellence is how the phone is answered. It’s entirely possible to “turn off” a prospective customer merely by answering the phone tardily, or in a rude or unfriendly fashion.
2: What are buffer words?
  1. Words that add polish to your conversation

  2. Words that have no specific meaning

  3. First words of greeting used in answering a phone call

A: c. First words of greeting used in answering a phone call. Buffer words set up the most important part of any conversation, and are particularly effective when the phone is first answered. Use “Good morning,” or “Thanks for calling,” before you state your company or department name. Using a friendly buffer makes the caller feel welcome.
3: What percent of business calls get completed on the first try?
  1. 74 percent

  2. 43 percent

  3. 25 percent

A: c. 25%. Find out the best times to reach the person. Make sure to leave a complete message if he or she is unavailable, or use voicemail to leave a personal message.
4: When is a smile most important when handling a telephone call?
  1. When you greet the caller

  2. When you state your company name

  3. Before you pick up the phone

A: c. Before you pick up the phone. Don’t wait to be friendly until you realize it’s an important caller on the line—oftentimes that’s too late. If you smile before you pick up the phone, you can be sure every caller will get the same warm welcome.
5: When is the customer right?
  1. When the complaint is legitimate

  2. Always

  3. Whenever he or she thinks so

A: c. Whenever he or she thinks so. Perception is everything. Customers always think they’re right. You’ll never win an argument with a customer.
6: When is it okay to hang up on a caller?
  1. When he or she is rude

  2. When you know you don’t want the caller’s business

  3. Never

A: c. Never. If you’re having difficulty with a caller, ask if he or she is able to hold and get some assistance. Remember, when you hang up on a person, you label yourself as rude.
7: When can you hear a smile?
  1. Never

  2. Always

  3. On your birthday

A: b. Always.
8: When should you offer help on the phone?
  1. Only when it’s about your department

  2. Always

  3. Only if you have time to service the call

A: b. Always offer to assist the caller. Even if you’re not personally able to assist, you can always give the name and the telephone number of the person who can help.
9: When is it okay to lie to a caller?
  1. Never

  2. When your boss tells you to

  3. When you don’t know the answer

A: a. Never. There is never a situation when lying to a caller is appropriate.
10: If you call a client and get voicemail, you should
  1. Hang up immediately

  2. Leave your name, then hang up

  3. Give your name, phone number, and a detailed message of why you’re calling

A: c. Give your name, phone number, and a detailed message of why you’re calling. If possible, state a deadline for when you need a return call. Also, don’t forget that most voicemail systems default to an operator. If you prefer, press “0” and see if someone else can help you.




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