Office Telephone Etiquette Assessment

  • $10.00


The Office Telephone Etiquette measures general use of the telephone for most organizations. The focus of this assessment is on evaluating a assessment taker's communication skills along with their ability to recognize proper telephone etiquette and the best way to handle calls.

Assessments for Call Center Environment [audio], Call Center Customer Service Survey, Call Center Telephone Etiquette, and Call Center Listening Skills [audio] are also available.

Number of questions 37
Test format Multiple-Choice
Time to complete Varies by skill
Topics covered Common Courtesy
Dealing with Challenges
Greetings and Closings
Listening Skills
Projecting a Professional Image
Standard Protocol
Taking and Leaving Messages
Tasks tested A Good Phone Message
Appropriately Using Humor
Before a Call
Being Aware of Proper Conduct
Being Respectful
Controlling the Call
Demonstrating Appropriate Behavior
Doing Your Job Effectively
Ensuring Mutual Understanding
Getting Prepared to Greet the Caller
Giving a Good First Impression
Good Manners When Placing a Call
Handling a Difficult Caller
Handling Emotions
Handling Irate Callers
Identifying the Greeting
Keeping Yourself Organized
Knowing Helpful Language
Knowing How to Appropriately End a Call
Knowing How to be Efficient
Knowing How to Participate in the Conversation
Knowledge of Telephone Manners
Leaving Voice Messages
Placing Someone on Hold
Preparing to Speak
Proper Use of Telephone Equipment
Reality of Expectations
Returning a Call
Rule for Returning Calls
Screening Calls
Transferring a Call
Understanding How to Communicate Professionally
Understanding Special Needs of Telephone Conversation
Using Tools of Communication
Verifying Course of Action
When to Answer a Ringing Phone
Wrapping the Call
Supported languages ๐Ÿ‡บ๐Ÿ‡ธ English (en_US)