Pack 1, Lesson 2: Practice Exercise 2-1

Which is a rule for transferring calls? A. Be sure that the person you're transferring the call to is available. B. Make sure that you only transfer callers to another employee's voicemail. C. Do not give the caller the department or employee's name and extension number because this is private information.

Be sure that the person you're transferring the call to is available.

When taking a message, which is important to do? A. Have the caller spell out names of people and places. B. Repeat phone numbers and addresses back to the caller C. Both a and b D. Neither a nor b

Both a and b

What is the primary goal when answering a phone call? A. Create a positive impression. B. Deal with each call to free up the phone line. C. Impress the caller with your no-nonsense approach. D. Keep multitasking in order to make your time more valuable.

Create a positive impression.

Which phrase doesn't block communication? A. I'll try. B. I'm not sure. C. I can do that. D. Here are the facts.

I can do that

When you say "I see" what does it tell the caller? A. You are multitasking B. It communicates your attention C. You are about to conclude the call D. You aren't interested in the conversation

It communicates your attention

Which describes the skill of listening? A. It is a passive process. B. Listening is an active process. C. It's a less important skill than talking clearly. D. Listening is most effective when you interrupt to get more information.

Listening is an active process.

What does telephone communication lack? A. Energy B. Volume C. Active listening D. Nonverbal communication

Nonverbal Communication

How should you conclude every call? A. Hanging up last B. Hanging up first C. Saying "goodbye" D. Saying "thank you"

Saying "thank you"

This balances the rate of speaking and the tone of your voice. A. Smiling B. Breathing C. Exercising

Smiling

This helps your voice reflect warmth. A. Sitting B. Smiling C. Your attitude D. Breathing evenly

Smiling

Which is a characteristic of speaking with a lower, smoother voice? A. Using short and choppy breaths B. Speaking from low in the diaphragm C. Allowing less breath to get into the lungs D. Speaking from the upper part of the chest

Speaking from low in the diaphragm

This helps you focus during a conversation and on the action to be taken. A. Take notes B. Avoid distractions C. Repeat key information D. Ask open-ended questions

Take notes

When listening to a caller, what should you be sure to do? A. Ask yes and no questions B. Ask open-ended questions C. Work on another project simultaneously D. Interject with your observations and conclusions

Ask open-ended questions

Explain five things that the traits of effective phone skills will help you do as a medical assistant.

The traits of effective phone skills with help you deal with patients effectively, reduce stress and maintain composure in chaotic situations, improve marketing skills, create a sense of trust and preference in patients for your organization, and handle difficult callers with self-assurance.

What are the two traits of effective phone skills?

The two traits of effective phone skills are warm confidence and genuine concern.

You should answer the phone by the _____ ring. A. first B. third C. fourth D. second

Third

Which does not influence vocal quality? A. Emotions B. Work ethic C. Environment D. Physical capabilities

Work ethic

What does personalizing the call mean? A. Developing a signature greeting B. Using a different greeting for each caller C. Injecting your personality into your voice D. Working the caller's name into the conversation

Working the caller's name into the conversation