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Telephone Skills - Self Assessment Quiz

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In this quick self assessment you will be asked to rate 12 statements that can give you an evaluation of your skills communicating with others on the telephone and if you display basic telephone etiquette and manners in a business setting.

1. I answer the call promptly.

2. I personalize service by using the caller’s name.

3. When it is necessary to place a caller on hold or transfer a call, I ask for permission and wait for an answer.

4. I tell the customer how long he or she will be on hold and mini- mize hold time.

5. When I must transfer a customer, I give the name, department, and phone number of the person receiving the call.

6. I give the caller my undivided attention.

7. I avoid side conversations of any kind during telephone conver- sations.

8. I don’t interrupt the caller.

9. I slow my rate of speech slightly when explaining a complex matter or providing numbers.

10. I check with the caller to ensure understanding of transmitted information.

11. I thank the person for calling.

12. I allow the caller to hang up first.

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