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 why they are being transferred Disconnect the operator from the line Place the caller on hold for several seconds Tell the caller they are being transferred A transfer that introduces the caller beforehand is known as what?10 An introductory transfer A mutual transfer A greeting transfer A warm transfer What must be done before a caller is placed on hold?10 Ask permission from the caller Transfer to another operator Have another operator do it Tell the caller you are placing them on hold If the caller is not able to hold, what can the operator do?10 Convince them to hold Take a message Nothing Offer to transfer them somewhere else 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 all the information needed If the caller will instead just call back later If it is worth writing down If they have to keep the message for a while What is the purpose of using a parting phrase?10 To shorten call times To ask the caller what else they want To signal the end of the conversation To abruptly end the call Which of the following is an example of ending a conversation?10 “Thank you for calling today.” “Where can I send this information to?” “When can you come in for a meeting?” “How may I help you?” What did Darren do before placing Janet on hold?10 He told her he would be right back He asked if she would mind calling back instead He told her he would transfer her instead He asked permission to do so How did Darren assist Janet in the end?10 He told her to call back later He took a message for her He transferred her to Paul’s desk He did nothing
