Question 1

Which of the following are ways to control long-distance telephone costs?

Accepted Answer

A)  make most calls person-to-person calls 
B)  make credit-card calls only 
C)  use direct dialing most of the time 
D)  all the above 
A)  make most calls person-to-person calls 
B)  make credit-card calls only 
C)  use direct dialing most of the time 
D)  all the above C

Question 2

For which type of long-distance call do you need to tell the operator the name of the person to whom you wish to speak?

Accepted Answer

A)  direct-dial call 
B)  person-to-person call 
C)  collect call 
D)  both A and C 
A)  direct-dial call 
B)  person-to-person call 
C)  collect call 
D)  both A and C B

Question 3

When using your voicemail system, you should give instructions as to how to get immediate assistance if the caller cannot wait for you to return the call.

Accepted Answer

A) True 
 B)False  True

Question 4

Data sent via telecommunications can be in the form of voice, video, text, or images.

Accepted Answer

A) True 
 B)False

Question 5

Web conferencing allows users to

Accepted Answer

A)  send instant messages 
B)  share files 
C)  record the conference for viewing at another time 
D)  all the above 
A)  send instant messages 
B)  share files 
C)  record the conference for viewing at another time 
D)  all the above

Question 6

The changes in pitch in used to emphasize words and get your meaning across to the listener is

Accepted Answer

A)  tone 
B)  pitch 
C)  volume 
D)  pace 
A)  tone 
B)  pitch 
C)  volume 
D)  pace

Question 7

When using voicemail, you should

Accepted Answer

A)  check your voicemail several times a day 
B)  use the automated message that comes with the system 
C)  let the voicemail system answer your telephone even when you are at your desk 
D)  both B and C 
A)  check your voicemail several times a day 
B)  use the automated message that comes with the system 
C)  let the voicemail system answer your telephone even when you are at your desk 
D)  both B and C

Question 8

Satellites play an important part in worldwide telecommunications systems.

Accepted Answer

A) True 
 B)False

Question 9

Web conferences are a type of video conference conducted using computers.

Accepted Answer

A) True 
 B)False

Question 10

Your attitude is reflected in your speech and tone of voice when you speak with someone by telephone.

Accepted Answer

A) True 
 B)False

Question 11

When you pronounce words clearly and distinctly, you are demonstrating good

Accepted Answer

A)  enunciation 
B)  tone 
C)  volume 
D)  pace 
A)  enunciation 
B)  tone 
C)  volume 
D)  pace

Question 12

Which of the following is not a voice mail feature?

Accepted Answer

A)  Automatic message deletion 
B)  message forwarding 
C)  ability to forward a voice message to email 
D)  creation of multiple greetings 
A)  Automatic message deletion 
B)  message forwarding 
C)  ability to forward a voice message to email 
D)  creation of multiple greetings

Question 13

When you are on the telephone and receive a second call, you need not tell the first caller you are placing him or her on hold.

Accepted Answer

A) True 
 B)False

Question 14

When planning an outgoing call, what information should you have before you make the call?

Accepted Answer

A)  dates and times of any meetings or planned events that relate to the call 
B)  a list of topics you want to discuss 
C)  questions that you want to ask 
D)  all the above 
A)  dates and times of any meetings or planned events that relate to the call 
B)  a list of topics you want to discuss 
C)  questions that you want to ask 
D)  all the above

Question 15

Which of the following is NOT an appropriate suggestion for using your voice mail system?

Accepted Answer

A)  include your name, department and other necessary information 
B)  hire someone with a unique accent to record the message 
C)  give instructions as to how to get immediate assistance 
D)  check your voice mail several times a day 
A)  include your name, department and other necessary information 
B)  hire someone with a unique accent to record the message 
C)  give instructions as to how to get immediate assistance 
D)  check your voice mail several times a day

Question 16

Screening incoming calls

Accepted Answer

A)  is never an appropriate procedure for business calls 
B)  can save you and the callers time 
C)  is not a procedure used to determine the purpose of  telephone calls 
D)  both B and C 
A)  is never an appropriate procedure for business calls 
B)  can save you and the callers time 
C)  is not a procedure used to determine the purpose of  telephone calls 
D)  both B and C

Question 17

Work telephone numbers for your coworkers would most likely be found using

Accepted Answer

A)  directory assistance 
B)  a company directory 
C)  a yellow pages directory 
D)  none of the above 
A)  directory assistance 
B)  a company directory 
C)  a yellow pages directory 
D)  none of the above

Question 18

Which of the following is a common fax feature?

Accepted Answer

A)  automatic dialing and redialing if the receiving number is busy 
B)  store-and-forward capability 
C)  automatic answering 
D)  all the above 
A)  automatic dialing and redialing if the receiving number is busy 
B)  store-and-forward capability 
C)  automatic answering 
D)  all the above

Question 19

Which of the following is NOT good practice when dealing with difficult callers?

Accepted Answer

A)  Always present a helpful, positive, and since attitude. 
B)  Do not display defensive behavior. 
C)  Do not try to resolve the matter; give the caller time to calm down. 
D)  Remain outwardly calm. 
A)  Always present a helpful, positive, and since attitude. 
B)  Do not display defensive behavior. 
C)  Do not try to resolve the matter; give the caller time to calm down. 
D)  Remain outwardly calm.

Question 20

Call forwarding is a telephone feature that

Accepted Answer

A)  redials automatically the last number dialed 
B)  sends calls automatically to another telephone number 
C)  signals an incoming call is waiting while a call is in progress 
D)  re-establishes the connection after a busy signal when both parties are free 
A)  redials automatically the last number dialed 
B)  sends calls automatically to another telephone number 
C)  signals an incoming call is waiting while a call is in progress 
D)  re-establishes the connection after a busy signal when both parties are free

Which of the following are ways to control long-distance telephone costs?

For which type of long-distance call do you need to tell the operator the name of the person to whom you wish to speak?

When using your voicemail system, you should give instructions as to how to get immediate assistance if the caller cannot wait for you to return the call.

Data sent via telecommunications can be in the form of voice, video, text, or images.

Web conferencing allows users to

The changes in pitch in used to emphasize words and get your meaning across to the listener is

When using voicemail, you should

Satellites play an important part in worldwide telecommunications systems.

Web conferences are a type of video conference conducted using computers.

Your attitude is reflected in your speech and tone of voice when you speak with someone by telephone.

When you pronounce words clearly and distinctly, you are demonstrating good

Which of the following is not a voice mail feature?

When you are on the telephone and receive a second call, you need not tell the first caller you are placing him or her on hold.

When planning an outgoing call, what information should you have before you make the call?

Which of the following is NOT an appropriate suggestion for using your voice mail system?

Screening incoming calls

Work telephone numbers for your coworkers would most likely be found using

Which of the following is a common fax feature?

Which of the following is NOT good practice when dealing with difficult callers?

Call forwarding is a telephone feature that

The Office Environment

Office Competencies

Managing Information to Enhance Productivity

Communicating in Written Form

Communicating Orally

Banking and Payroll

Financial Reports and Procedures

Time and Workstation Management

Meetings and Travel

Records Management

Processing Mail

Planning and Advancing Your Career

Ongoing Processional Development

Compilation of Business and Office Management

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Exam 6: Telephone Communications

Which of the following are ways to control long-distance telephone costs?

For which type of long-distance call do you need to tell the operator the name of the person to whom you wish to speak?

When using your voicemail system, you should give instructions as to how to get immediate assistance if the caller cannot wait for you to return the call.

Data sent via telecommunications can be in the form of voice, video, text, or images.

Web conferencing allows users to

The changes in pitch in used to emphasize words and get your meaning across to the listener is

When using voicemail, you should

Satellites play an important part in worldwide telecommunications systems.

Web conferences are a type of video conference conducted using computers.

Your attitude is reflected in your speech and tone of voice when you speak with someone by telephone.

When you pronounce words clearly and distinctly, you are demonstrating good

Which of the following is not a voice mail feature?

When you are on the telephone and receive a second call, you need not tell the first caller you are placing him or her on hold.

When planning an outgoing call, what information should you have before you make the call?

Which of the following is NOT an appropriate suggestion for using your voice mail system?

Screening incoming calls

Work telephone numbers for your coworkers would most likely be found using

Which of the following is a common fax feature?

Which of the following is NOT good practice when dealing with difficult callers?

Call forwarding is a telephone feature that

The Office Environment

Office Competencies

Managing Information to Enhance Productivity

Communicating in Written Form

Communicating Orally

Banking and Payroll

Financial Reports and Procedures

Time and Workstation Management

Meetings and Travel

Records Management

Processing Mail

Planning and Advancing Your Career

Ongoing Processional Development

Compilation of Business and Office Management

Filters