41. The voice you project is determined by these four factors:
A. Volume, speed, inflection, quality, and pronunciation.
B. Volume, tone, inflection, and courtesy.
C. Volume, speed, positive greeting, and enthusiasm.
D. Speed, inflection, positive greeting, and confidence.
Ans: A
42. Successful tips to answer the telephone effectively include:
A. Answer promptly.
B. Be courteous.
C. Ask "Who is calling?"
D. Answers 1 and 2 above.
Ans: D
43. The essential elements for writing or entering a complete telephone message are:
A. Date and time, name of caller, telephone number, business affiliation, and your initials.
B. Date and time, name of caller, telephone number with zip code, business affiliation, all pertinent information, and your initials.
C. Date and time, name of caller, telephone number, and your initials.
D. Date, name of caller, telephone number, business affiliation, and your initials.
Ans: B
44. Most effective tip to use first when handling an angry caller include:
A. Deal with the feelings first.
B. Deal with the situation.
C. Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points.
D. Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points; then, route the call to your manager.
Ans: A
45. When you are having difficulty making international calls, be sure to consider:
A. The correct format for dialing international numbers.
B. International holidays.
C. Time zones.
D. All of the above.
Ans: D
46. The United States is divided into four time zones: Eastern, Central, Mountain, and Pacific.
A. True
B. False
Ans: B
47. To place a direct-dialed international call, dial the international long-distance access number, the code for the country being called, the city code if it is required, and the local number.
A. True
B. False
Ans: A
48. The Greenwich zone is called the "zero zone" because the difference between standard time and Greenwich mean time is zero.
A. True
B. False
Ans: A
49. To make an international call from the U.S., begin dailing the country code.
A. True
B. False
Ans: B
50. Which of the following factors is not representative of nonverbal communication?
A. Image
B. Correctness
C. Personal space
D. Eye contact
Ans: B
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A. Volume, speed, inflection, quality, and pronunciation.
B. Volume, tone, inflection, and courtesy.
C. Volume, speed, positive greeting, and enthusiasm.
D. Speed, inflection, positive greeting, and confidence.
Ans: A
42. Successful tips to answer the telephone effectively include:
A. Answer promptly.
B. Be courteous.
C. Ask "Who is calling?"
D. Answers 1 and 2 above.
Ans: D
43. The essential elements for writing or entering a complete telephone message are:
A. Date and time, name of caller, telephone number, business affiliation, and your initials.
B. Date and time, name of caller, telephone number with zip code, business affiliation, all pertinent information, and your initials.
C. Date and time, name of caller, telephone number, and your initials.
D. Date, name of caller, telephone number, business affiliation, and your initials.
Ans: B
44. Most effective tip to use first when handling an angry caller include:
A. Deal with the feelings first.
B. Deal with the situation.
C. Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points.
D. Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points; then, route the call to your manager.
Ans: A
45. When you are having difficulty making international calls, be sure to consider:
A. The correct format for dialing international numbers.
B. International holidays.
C. Time zones.
D. All of the above.
Ans: D
46. The United States is divided into four time zones: Eastern, Central, Mountain, and Pacific.
A. True
B. False
Ans: B
47. To place a direct-dialed international call, dial the international long-distance access number, the code for the country being called, the city code if it is required, and the local number.
A. True
B. False
Ans: A
48. The Greenwich zone is called the "zero zone" because the difference between standard time and Greenwich mean time is zero.
A. True
B. False
Ans: A
49. To make an international call from the U.S., begin dailing the country code.
A. True
B. False
Ans: B
50. Which of the following factors is not representative of nonverbal communication?
A. Image
B. Correctness
C. Personal space
D. Eye contact
Ans: B
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