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Test Telephone communication
Agenda
QUESTION 1: WHY IS IT IMPORTANT TO PREPARE BEFORE MAKING A PHONE CALL?
To speak fast and avoid unnecessary pauses
To establish a negative impression from the outset
To be clearer and more effective during the call
To avoid actively listening to the other person
QUESTION 2: WHAT TONE OF VOICE IS ADVISABLE TO USE AT THE BEGINNING OF A PHONE CALL?
Speak quickly and unclearly
A professional and courteous tone
A negative and disinterested tone
An aggressive tone to gain the other person's trust
QUESTION 3: WHY IS IT IMPORTANT TO LISTEN ACTIVELY DURING A PHONE CALL?
To fully understand the situation and respond appropriately
To interrupt the other person and speak more quickly
To avoid effective communication with the interlocutor
To talk too much and go into unnecessary details
QUESTION 4: WHAT TYPE OF LANGUAGE SHOULD BE USED IN TELEPHONE CALLS?
Negative and disinterested language
Clear and concise language
Aggressive problem-solving language
Complex and confusing language
QUESTION 5: HOW SHOULD YOU DEAL WITH PROBLEMATIC SITUATIONS DURING A TELEPHONE CALL?
Remain calm and look for solutions in a constructive manner
Interrupting the other person and not listening to his or her concerns
Using negative language to generate misunderstandings
Failure to offer alternatives or proposals to solve the problem
QUESTION 6: WHAT SHOULD BE DONE WHEN ENDING A PHONE CALL IN A PROFESSIONAL MANNER?
Not thanking the other person for his or her time and attention
Failure to summarize the main points of the conversation
Failure to agree on next steps or actions to be taken
Summarize the main points of the conversation and thank the other person for their time and attention
QUESTION 7: WHY IS IT IMPORTANT TO FOLLOW UP AFTER EVERY PHONE CALL?
For not complying with the agreements or commitments made during the conversation
Not to maintain fluid communication in the future
To comply with the agreements or commitments made during the conversation
None of the above
QUESTION 8: WHICH OF THE FOLLOWING IS TRUE ABOUT TELEPHONE COMMUNICATION?
Telephone communication is not relevant in today's world of work
Preparation before the call is not important
Active listening is more important than talking
Telephone communication is key to professional success
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INCORRECT QUESTIONS
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Are there any errors or improvements?
Where is the error?
What is the error?
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