Chapter 8 Telephone Techniques
Quiz by Ocean County Vocational School
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- Q1
The vocabulary of a particular profession is called:
monotone
Jargon
enunciation
Salutation
30s - Q2
Active listening involves
being present in the moment
All are correct
focusing solely on the conversation
confirming what the speaker has said
30s - Q3
Which of the following types of communication tools can be used to record verbal messages?
E-mail
Fax
Call waiting
Voice mail
30s - Q4
Which of the following types of communication tools is best for two-way communication?
Pager
Cell phone
Fax
Voice mail.
30s - Q5
Pitch is:
the quality of being clear
the choice of words
a change in pitch.
the depth of a tone or sound
30s - Q6
If your office is in California and it is noon, what time is it on the East Coast?
3 PM
4 PM
9 AM
8 AM
30s - Q7
If your office is on the West Coast, what time is the latest time to call the East Coast?
1 PM
11 AM
4 PM
2 PM
30s - Q8
Which of the following are common sources of incoming calls to the physician's office?
All are correct
New patients
Other physicians
Laboratories
30s - Q9
A pleasing telephone voice is developed by using:
professional jargon
customer service
enunciation
a monotone
30s - Q10
When a patient calls with a complaint:
All are correct
use an approach similar to that for angry callers
find the source of the problem.
present options of solutions to the patient.
30s - Q11
Which of the following is NOT correct with regard to ending a call?
Closing the conversation with some form of "goodbye"
Hanging up before the caller
Discouraging inappropriate chatting
Thanking the person for calling
30s - Q12
Which of the following is essential to active listening?
Listen to what the speaker is saying.
Listen to nonverbal clues
Interpret what the message is.
Restate the message
All are correct
30s - Q13
When answering a telephone for a healthcare practice, which of the following practices helps positive impression on the caller?
Speak in monotone.
Smile
Use medical jargon
All are correct
30s - Q14
When using speakerphone, which of the following should occur to comply with HIPAA?
Inform the caller that you will be using speakerphone
Let the person know who else will be listening in.
Door or reception window should be closed
Should not be used in areas where conversation can be overheard
30s - Q15
When answering incoming calls, what is the first thing the caller should hear?
The name of the facility
Your offer to help or assist
All are correct
Your name
30s