Test Center

It is easy to see the newest titles that have been added to the test library. Go to the Test Center and click "View All Free Tests". The list will include the latest tests. Come see what is new and measure your skills!

Telephone Etiquette

Description:

Our Telephone Etiquette test measures your knowledge of how to conduct telephone conversations in a professional manner. Designed for anyone dealing with clients or customers on the phone, this test covers the following topics: Answering Phones, Communication, Customers, Handling the Call, Listening, Professionalism, Telephone Equipment, Telephone Personality, and Terminology.

This test is associated with a Job Role. Please visit the Job Role Center for more details.

$49.95

Once you request a test, your Personal Identification Number (PIN) will be stored in your My Plan for easy access. You will have 90 days in which to take the test you requested.

Test Outline


Answering Phones
Closing
Identification
Opening
Communication
Barriers
Caused by Receiver
Caused by Sender
Fundamentals
Message Delivery
Customers
Handling Customers
Irate Customers
Types
Equipment and Terminology
Background Noise
Customer Service
Policies and Procedures
Proper Use
Handling the Call
Problem Identification
Resolution
Restating
Listening
Active
Barriers to Effective Listening
Developing Listening Skills
Passive
Professionalism
Appropriate Language
Placing on Hold
Taking Messages
Transferring Calls
Telephone Equipment
Background Noise
Telephone Personality
Attitude
Quality
Voice
Volume