What matters MOST in telephone communication?

A) Personal appearance when communicating on the phone.

B) What you say and how it is said.
C) Personal hygiene and gestures when communicating on the phone.
D) Nonverbal signs when communicating on the phone.
ANSWER: B

What is the BEST practise to ensure the caller does not have to strain to hear what
you are saying on the phone?
A) Speak loudly and politely into the mouth piece and shout if they still can't
hear you.
B) Turn the music down in the establishment when you get a phone call.
C) Speak directly, clearly and politely into the mouth piece.
D) Ask the caller politely if you may call them back when it is not so noisy in the
establishment.
ANSWER: C

Which expression is BEST used when closing a call on a business telephone?

A) Ta.Bye.
B) Thanks buddy
C) Thank you.
D) Thanks for calling. Have a good day.
ANSWER: D

Why should you use the customer's name as often as possible in a telephone
conversation?
A) It shows you know their name and they don't need to keep repeating it.
B) It's a way of acknowledging how important the customer's business is.
C) It makes the customer feel like you are paying attention to what they are
saying.
D) It shows interest, respect and builds instant rapport with the customer.
ANSWER: D

Why should you keep a notepad and pen near the telephone for use during business
calls?
A) To jot down things your party says so you remember them
B) To jot down notes about other things you need to do
C) To jot down ideas to suggest to your party
D) To help script your call so you don't forget anything
ANSWER: A

Why do you need to record telephone numbers accurately?

A) In cases there are menu changes.
B) In case of an emergency such as fire or flood in the restaurant.
C) So you can cancel guest booking if they don’t call to confirm the number of
guests.
D) In case you need to return the call to change or confirm guest details.
ANSWER: D

Which is NOT a standard telephone technique?

A) Being polite and courteous at all times.
B) Never abandoning a caller on hold.
C) Eating, drinking or chewing gum while on the phone.
D) Limiting your personal calls.
ANSWER: C

To deal effectively with a suspicious call, which of the following you should NOT
do when communicating with a customer.
A) Get as much information as possible from the caller
B) Calling the police
C) Report the matter to your supervisor
D) Remain calm
ANSWER: B

Which of the following is an example of good telephone techniques?

A) Speaking in a clear tone when answering the guest enquiries.
B) Having an informal discussion with the guest.
C) Giving out personal information about employees.
D) Letting the phone ring for a minute before answering.
ANSWER: A

Single MOST important factor when leaving a voicemail message is

A) to leave a message that's short and to the point.
B) to leave your name.
C) to leave as much information as possible.
D) to speaking clearly and succinctly.
ANSWER: A

In an unlikely event that you reach a receptionist or secretary when making a

business call (instead of the voicemail of the person you were calling), how should
you address the call taker?
A) Ask for the person you're calling for.
B) Ask for your party's extension without offering any other information.
C) State your name and purpose for calling and ask for the person you're calling
for.
D) Ask for the person you're calling for, and state your name.
ANSWER: C

Which conflict resolution technique best suit the situation “John wins a basketball
game, while Beris lost the game and walked away.
A) Win-lose Approach
B) Lose-lose Approach
C) Compromise Approach
D) Win-win Approach
ANSWER: A

When answering an incoming call from a caller at Boys' Town VTC, what should you
say?
A) Good morning Boys' Town V.T.C, how may I help you?
B) Good morning, Miss Jane Reid speaking, you have reach Boys' Town V.T.C, how may
I help you?
C) Good morning Boys' Town V.T.C, this is Miss Jane Reid speaking, how may I help
you?
D) Good morning, how may I help you?
ANSWER: C

Identify the "threatening situation" in which personal safety of guest or

colleagues is threatened:
A) A customer asking to speak with the Manager about an unresolved matter
B) A customer making a complain
C) A supervisor coaching a Juniour Staff on how to deal with a customer
B) Situaltion where a customer display a reluctance to leave the business after
being asked to do so
ANSWER: D

Which of the following should NOT be requested from the guest when taking a
message?
A) The name of person the guest is calling
B) The Name of guest
C) The Gender of the guest
D) The time and date of the call
ANSWER: C

Which of the following does NOT relate to cultural difference?

A) Race
B) Disabilities
C) Occupation
D) Sexual Preference
ANSWER: B

Which cultural group does NOT form a part of the Jamaica society?
A) Africans
B) Chinese
C) German
D) Americans
ANSWER: C

These visitors like to be greeted with a firm handshake and direct eye contact.
A) Chinese
B) Americans
C) Japanese
D) British
ANSWER: B

Anti-discrimination can be defined as:

A) making judgments about a person based on their race, religion or gender.
B) treating all people fairly and equally regardless of their circumstances or
situation.
C) the use of a person’s cultural background, religion, gender or sexuality to
determine what job they are suitable for.
D) treating all people from one culture the same to ensure equality in the
workplace.
ANSWER: B

A colleague is also known as:

A) an external customer.
B) a member of a key department or sector.
C) an internal customer.
D) a patron.
ANSWER: C

Communication is the exchange of thoughts and ideas through:

A) verbal, non-verbal and written communication.
B) body language and phone messages.
C) e-mail, text message and verbal communication.
D) verbal communication only.
ANSWER: A

Cross-cultural misunderstandings occur when:

A) there is a lack of communication between internal and external customers.
B) people express their thoughts and beliefs freely in the workplace.
C) verbal instructions are not clear.
D) there are differences in the way cultural groups communicate and interpret
information.
ANSWER: D

Cultural diversity can be defined as:

A) the variety of traditions, cultures and beliefs found within society.
B) one culture living and working exclusively in one area of a city or town.
C) the variety of guests using the services of the hospitality industry.
D) serving food in a restaurant from another country or culture.
ANSWER: A

Which of the following can be considered barriers to communication?

A) Compassion, empathy and understanding.
B) Bias and stereotyping, empathy and a negative subtext.
C) Lack of empathy, ethnocentrism and active listening.
D) Bias and stereotyping, lack of empathy and ethnocentrism.
ANSWER: D

Employees can help avoid cross-cultural misunderstandings by:

A) maintaining a professional appearance at all times.
B) allowing their cultural beliefs to influence how they interact with others.
C) only serving customers they feel comfortable serving.
D) developing an understanding of the cultural diversity of the people they work
with and serve.
ANSWER: D

For good verbal communication, which of these should you do?

A) Use correct grammar
B) Use a courteous tone of voice
C) Use a friendly tone of voice
D) All of the above
ANSWER: D

The five elements of teamwork are:

A) honesty, tolerance, selfishness, dedication, flexibility
B) honesty, tolerance, commitment, disrespect, flexibility
C) honesty, tolerance, commitment, dedication, flexibility
D) honesty, tolerance, disrespect, dedication, selfishness
ANSWER: C

The tone of your voice, inflection, and rate or your speech are all important
factorsin your:
A) body language
B) physical image
C) ergonomics
D) verbal communication
ANSWER: D

All of the following are examples of nonverbal communication EXCEPT:

A) Gestures
B) Facial expressions
C) Postures
D) Interrupting
ANSWER: D

Active listening is integral to the communication process. Which of the following

BEST describes the steps to active listening?
A) nod in agreement, pay attention to the speaker, paraphrase, ask questions
B) get ready to listen, pay attention to the speaker, paraphrase, and ask questions
C) pay attention to the speaker, get ready to listen, nod in agreement
D) get ready to listen, nod in agreement, pay attention to the speaker, asked
questions
ANSWER: B