Telephone Etiquettes MCQs (Chapterwise Multiple Choice Questions)

If your business call to someone is unexpected, what should you do?

Tell them the purpose of your call and ask them to call you back at their convenience

Leave a message on the voice mail or with the receptionist and ask them to call at their convenience

Email them and ask what the right time for calling would be

Do call them, but first ask if they have time before proceeding with the call.

Answer & Explanation

Correct Answer: Do call them, but first ask if they have time before proceeding with the call.

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To place a call on hold you should:

Transfer caller to someone else

Ask if they would be willing to hold

Tell caller to hold

Just place caller on hold

Answer & Explanation

Correct Answer: Ask if they would be willing to hold

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A customer on the phone can hear you smile.

True

False

Answer & Explanation

Correct Answer: True

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What is the most important measure of how successful the call was?

Adhering exactly to the script given to you, whether or not it is appropriate for the reason or the tone of the call.

Getting the customer off the phone as soon as possible even if it requires a callback, in order to move on to the next call.

Professionally resolving the customer's reason for calling within a reasonable amount of time.

How happy the customer sounded.

Answer & Explanation

Correct Answer: Professionally resolving the customer's reason for calling within a reasonable amount of time.

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Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?

Taking your cell phone on a bungee jump.

Taking your cell phone up a mountain.

Taking your cell phone underwater, even if it is switched off.

Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machinery

Answer & Explanation

Correct Answer: Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machinery

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When you call someone with a problem you should:

Introduce yourself and your company and state why you are calling

Tell them to help you immediately

Raise your voice to the first person who answers

Ask to speak with a manager

Answer & Explanation

Correct Answer: Introduce yourself and your company and state why you are calling

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If you want a problem solved that day, when you call you should:

Call right at 5 oclock so people will be motivated to help.

Email them.

Call well before the close of business.

Call first thing in the morning, even before business hours.

Answer & Explanation

Correct Answer: Call well before the close of business.

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When calling a company you should:

Be prepared to tell a friendly story

Make your conversations brief and to the point.

Talk to anyone, just get your problem resolved.

If the person you are calling is not available just say: "I'll call back later."

Answer & Explanation

Correct Answer: Make your conversations brief and to the point.

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When ending a call you should:

Say "goodbye" and hang up as quickly as possible.

Put the handset down firmly.

Thank the person for calling when appropriate and let the caller know you will give the supervisor the message.

Promise them the supervisor will call them back.

Answer & Explanation

Correct Answer: Thank the person for calling when appropriate and let the caller know you will give the supervisor the message.

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Your boss has asked not to be disturbed. The CEO of the company calls. You....

Ask the CEO if you can place them on hold while you let _____ know he is calling.

You tell the CEO to hold while you check to see if ______ wants to take the all.

You tell the CEO that ______ asked not to be disturbed.

You tell the CEO that ______ is not in the office.

Answer & Explanation

Correct Answer: Ask the CEO if you can place them on hold while you let _____ know he is calling.

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Telephone Etiquettes Quick Quiz

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You need a lot of improvement.

Just don't give up!

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Start Practicing with our MCQs given below.