Business Services

Test your knowledge

Click with your mouse to select the most correct answer for each of the following

Why is it important to summarise and paraphrase for effective communication?
a. To practice speaking to clients
b. To check your understanding
c. To make the client look dumb
d. To see if the client knows the answer
Why is it important to be well prepared before making a telephone call for the business?
a. To show that you are organised and efficient
b. To prove that you are a good listener
c. To be able to handle difficult customers
d. So you know to whom to put the call through
When a staff member does not want to take a call, the receptionist may tell the caller that they are in a meeting and will call back later. What is this process known as?
a. Transferring a call
b. Putting a customer on hold
c. Ending a call
d. Screening a call
Which of the following is appropriate when dealing with a telephone enquiry?
a. Not speaking too loudly
b. Not pronouncing words correctly
c. Not pausing between sentences
d. Not listening to the client
Which of the following pieces of information should not be given out over the telephone to a customer?
a. The company’s address
b. An employee’s address
c. The name of the manager
d. If someone is out of the office

Answer True or False for the following statements

	True	False
6. It is important that the switchboard operator is dressed in appropriate office attire for answering telephone enquiries.
7. A person’s opinion of a business is often formed from the response gained from the person who answers the telephone.
8. An employee should never speak to an irate customer rudely.
9. Particular words used to describe particular products or services, are known as slang.
10. Looking away when a customer is asking you a question is a negative form of body language.

From the following list of terms, select the one that best fits each of the definitions below.

\| sensitivity \| policy \| goals \| paraphrase \| clarify
11. To reword a passage to express the meaning another way.
12. A guiding principle which directs a course of action adopted by an organisation.
13. To ask questions to make sure that you fully understand the meaning.
14. The degree to which a person is affected by external stimuli.
15. The plan of where a person or business wants to be in a certain period of time.