What is the means to vary the tone of your voice to bring out the meaning of what you say and add emphasis to what is said?
100
Third or fourth ring
What is the maximum number of times the phone should ring before answering?
100
Five time zones.
What is the total number of time zones in the United States?
100
"Calm down."
What is an inappropriate response to an angry caller?
100
Repeat dial
What is a service that will redial the last number used called?
200
Distort Sounds
What is the transposition of letters in certain words such as "ax" for ask?
200
Telephone message form
What is the form where information regarding a phone call is recorded for future reference?
200
Twenty-four time zones
What is the total number of time zones in the world?
200
Speakerphone
What is the feature called on many telephone systems that allows hands-free phone conversations?
200
Text messaging
What is the communication called that involves sending short messages usually to a wireless device such as a cell phone?
300
Empathy
What is understanding what the caller wants to communicate rather than what you want to understand?
300
"He is in the hospital."
What is something you should NOT state when receiving a phone call for the manager?
300
DDD (direct-distance dialing)
What is a call made without any assistance called?
300
Secondary emotion
What is anger from a caller generally referred to as?
300
IM (instant messaging)
What is a type of communication service that allows you to create a private chat room to communicate in real time over the Internet?
400
Acceptance
What is listening objectively without judging content until the caller is finished?
400
Screening calls
What is a means of responding to a caller in order to obtain information to determine whether to put call through to the manager?
400
Calling card calls
What is a common card used for making calls when traveling for business?
400
Primary emotion
What is the main reason for the current emotion being experienced?
400
Voice mail
What is a computer-based system that processes both incoming and outgoing telephone calls through a digital recording stored in a computer?
500
Talking Yellow Pages
What is a supplemental publication provided by the local telephone company similar to voice mail in that it is stored in voice mailboxes and accessed through numeric instructions?
500
Company staff directory
What is a telephone directory that lists the staff and phone numbers within an organization?
500
011
What is the set of numbers required to begin a direct call outside of the US?
500
Telephone tag
What is phoning back and forth trying to reach each other without success called?
500
ARU (automated routing unit)
What is the telephone system used to handle heavy telephone traffic that answers the call, identifies departments, and allows the caller to access those departments?