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Section 13.3 Assessment
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1

In you capacity as a receptionist, it is acceptable for you to say: "I'll be with you in a moment."
A)True
B)False
2

Discourteous people will only respond to discourteous treatment.
A)True
B)False
3

It is not discreet to let a customer know that company sales have been slipping lately.
A)True
B)False
4

If you have answered a call, you are expected to know everything and anything a customer asks.
A)True
B)False
5

You should answer the telephone after five rings.
A)True
B)False
6

Employing business discretion means:
A)Offering your personal opinion to customers.
B)Providing information but not giving away details or secrets to customers.
C)Making casual and friendly conversation with customers.
D)Withholding information from customers
7

Which of the below options best completes the sentence following sentence? You need to develop skills in dealing with the public:
A)Only if you work as a receptionist.
B)If your office is located in the lobby of your building.
C)No matter where you work.
D)If you work as a customer service representative.
8

You should answer the telephone with an eye toward:
A)Courtesy and speed
B)Courtesy and sales
C)Action and sales
D)Privacy and discretion
9

If your job entails dealing with the public, you should be careful to be especially courteous:
A)To those who look like customers
B)To those who are upset about something
C)To those who seem lost or confused
D)To everyone
10

You should apologize to a customer for any delays:
A)If the delay was your supervisors fault
B)If the delay was the delivery company's fault
C)If the delay was a colleague's fault
D)All of the above





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