Case Study: Module 5 – Telephone Etiquette Quiz Please sign up for the course before taking this quiz. How long does a typical inbound greeting last?10Choose the membership plan to view the Courses 3 to 7 seconds 2 to 5 seconds 7 to 15 seconds 5 to 10 seconds Long greeting messages can cause the customer to do what?10 Excited about speaking with the operator Lose interest Interested in the company Relieved to have extra time to prepare themselves Which of the following should be included in a telephone introduction?10 The operator’s name The operator’s title The operator’s department All of the above A proper greeting is used to inform the caller of what?10 What the operator can do for them Where they are calling What type of revenue the company makes What the company has to offer Why is it important to focus on the customer’s needs10 To shorten call times To increase productivity To maintain customer satisfaction To increase employee bonuses What is one way to ensure you are focused on the customer’s needs?10 Repeat everything the customer says Talk very quickly Listen without interrupting Minimize the time allowed for the customer to speak What is one tip for trying to remain patient?10 Taking frequent deep breaths Place the caller on hold frequently Tap your fingers loudly on the desk Convince the caller to speak less Having patience allows the operator to do what?10 Increase productivity Shorten call times Speak with more clients per hour Focus on the caller’s needs What did Sandra say was one of the most important parts of the telephone call?10 Complete the call in a certain time frame Convince the caller to buy their product/service Transfer the caller to the correct department Remain focused on the caller’s needs What did Elliott admit he had a problem with?10 Being tardy too often Speaking too fast Being patient Not staying focused on a call
