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Telephone Skills - Self Assessment Quiz

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Welcome to your Telephone Skills - Self Assessment

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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