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| Telephone Etiquette
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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.
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- 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
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- 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
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