When Placing a Caller on Hold You Should

question 7

Multiple Choice

When placing a caller on hold you should:

• A)ask the caller if he or she can hold,and wait for the response.
• B)check every thirty seconds to see if the caller wants to continue to hold.
• C)ask if you may take a message.
• D)transfer the call as soon as possible.
• E)All of the above

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Definitions:

Matching Law

A principle in behavioral psychology stating that the proportion of responses directed toward an option matches the proportion of reinforcements obtained from that option.

Contend

To strive in opposition or against difficulties; to compete or argue.

Mowrer's Two-Factor Theory

Mowrer's Two-Factor Theory is a psychological theory that integrates classical conditioning and operant conditioning to explain the development of phobias and anxiety.

Avoidance

A behavioral response aimed to prevent an unpleasant outcome or stimulus, often developed as a coping mechanism in both humans and animals.