CLBA Telephone and Voicemail Communication Skills 2

Question 1

You call a company and hear: 'Press 1 for Sales, press 2 for Support, press 3 for Billing.' This is an example of:

Accepted Answer

An automated interactive voice response (IVR) system

Answer

A recorded voicemail greeting

Answer

A live operator transfer

Answer

A conference call system

Question 2

Which phrase is most appropriate when confirming details given over the phone?

Accepted Answer

Just to confirm, you said the appointment is on Tuesday, March 10th at 3:30 p.m., correct?

Answer

Fine, I heard you.

Answer

Okay, I think I got it.

Answer

So you want March 10, whatever time.

Question 3

A caller sounds upset about a billing error. What is the most effective first response?

Accepted Answer

I understand how frustrating that must be. Let me pull up your account and look into this for you.

Answer

That's not my department, call accounting.

Answer

You should have checked your bill sooner.

Answer

Billing errors happen. It's not a big deal.

Question 4

Which of the following is an example of appropriate telephone language for requesting information?

Accepted Answer

Could you please provide me with an update on my order status?

Answer

Tell me when my order ships.

Answer

I want to know about my order.

Answer

What happened to my order?

Question 5

Which word best describes the tone you should maintain throughout a professional telephone call?

Accepted Answer

Courteous, clear, and professional

Answer

Casual and relaxed

Answer

Formal and monotone

Answer

Friendly but vague

Question 6

You accidentally dial the wrong number. What should you say?

Accepted Answer

I'm sorry, I seem to have reached the wrong number. I apologize for the interruption. Have a good day.

Answer

Wrong number. [hangs up]

Answer

Who are you? This isn't the number I wanted.

Answer

Oops. Never mind.

Question 7

When spelling out a name or address over the phone, which strategy is most effective?

Accepted Answer

Use the phonetic alphabet or common word examples, such as 'S as in Sierra'

Answer

Speak as fast as possible to save time

Answer

Say each letter twice in a row

Answer

Ask the listener to guess the spelling