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1 | |
According to the U.S. Department of Commerce, over 94 percent of U.S. homes have telephones. |
| | A) | True |
| | B) | False |
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2 | |
E-commerce is a term that means that the commerce of the United States is in excellent condition. |
| | A) | True |
| | B) | False |
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3 | |
Acustomer service representative might also have one of the following job titles: associate, sales representative, consumer affairs counselor, consultant, technical service representative, operator, account executive, attendant, or engineer. |
| | A) | True |
| | B) | False |
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4 | |
The acronym TTY is used by call center staff members to indicate that something is to be done today. |
| | A) | True |
| | B) | False |
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5 | |
Many organizations think of technology as a way to reduce staff and save money. |
| | A) | True |
| | B) | False |
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6 | |
One way to improve your image over the telephone is to continually evaluate your speech. |
| | A) | True |
| | B) | False |
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7 | |
Jargon, slang, and colloquialisms can distort message meaning. |
| | A) | True |
| | B) | False |
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8 | |
Adjusting your rate of speech to mirror a customer's rate can aid comprehension. |
| | A) | True |
| | B) | False |
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9 | |
Quoting policy is one way to ensure that customers understand why you can't give them what they want. |
| | A) | True |
| | B) | False |
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10 | |
To ensure that accurate communication has taken place, you should summarize key points at the end of a telephone conversation. |
| | A) | True |
| | B) | False |
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11 | |
Blind transfers are effective if you don't take too much time explaining who is calling. |
| | A) | True |
| | B) | False |
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12 | |
Chewing food and gum, drinking, or talking to others while on the telephone can be distracting and should be avoided. |
| | A) | True |
| | B) | False |
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13 | |
Using voice mail to answer calls is an effective way to avoid interruptions while you are speaking to a customer. |
| | A) | True |
| | B) | False |
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14 | |
Planning calls and the information you will leave is an effective way to avoid telephone tag. |
| | A) | True |
| | B) | False |
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