Case Study: Module 8 – Telephone Etiquette Quiz Please sign up for the course before taking this quiz. What must be done before a call is transferred?10Choose the membership plan to view the Courses Tell the caller they are being transferred Tell the caller why they are being transferred Disconnect the operator from the line Place the caller on hold for several seconds A transfer that introduces the caller beforehand is known as what?10 A mutual transfer A greeting transfer An introductory transfer A warm transfer What must be done before a caller is placed on hold?10 Have another operator do it Tell the caller you are placing them on hold Ask permission from the caller Transfer to another operator If the caller is not able to hold, what can the operator do?10 Nothing Offer to transfer them somewhere else Convince them to hold Take a message What information should be included in a message taken by the operator?10 Time of the call The name of the caller What the caller is requesting All of the above Before disconnecting with the caller, the operator should verify what about the message?10 If they have to keep the message for a while If it is worth writing down If they have all the information needed If the caller will instead just call back later What is the purpose of using a parting phrase?10 To abruptly end the call To shorten call times To signal the end of the conversation To ask the caller what else they want Which of the following is an example of ending a conversation?10 “Thank you for calling today.” “Where can I send this information to?” “How may I help you?” “When can you come in for a meeting?” What did Darren do before placing Janet on hold?10 He asked permission to do so He told her he would transfer her instead He asked if she would mind calling back instead He told her he would be right back How did Darren assist Janet in the end?10 He transferred her to Paul’s desk He took a message for her He told her to call back later He did nothing
