Telephone Etiquettes MCQ Questions Answers

1. When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?

2. Which of these factors does not need to be considered before you make a phone call?

3. Why is it not advisable to take your cell phone into an important business meeting?

4. A company employee calls the help desk of an internet service provider to report that the speed of the internet is below the promised speed. Which of the following would be an appropriate action to take?

5. How do you speak to someone in a business relationship whom you do not know well?

6. You should smile when you're on the phone, as it can have which of the following effects?

7. Which of the following is probably the worst way to end a business call?

8. Which of the following is considered polite if you have an interruption while speaking to a caller?

9. Which of the following sentences are appropriate when you are asking for somebody on the phone?

10. From the list below, which are the most important techniques for a positive telephone exchange?

11. Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?

12. Which information is not necessary for you to leave on your personal voicemail message?

13. Why is it always good to particularize your intention behind the call?

14. In the event that you reach a secretary when making a business call (instead of the voice mail of the person you are calling) how should you address the receiver?

15. During the course of your work, you answer a telephone call from an angry customer who has a lot to say. How should you deal with the situation?

16. Which of the following is the most polite and most sensible way of handling your cell phone, when at a public performance?

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

18. Which of the following is a good idea to keep with you at all times on the phone?

19. At what time during the day should you try not to make business calls?

20. Which of the following is accurate in terms of how you should use your cell phone in public?

21. What is a good way to begin a business call to a person whom you do not know, and who is not expecting the call?

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

23. What does 'screening your calls' mean?

24. Which things should you keep in mind while making a call?

25. Why should you generally not answer your business phone on the first ring?

26. Which of the following is important when handling a business client with whom you might have a long-term relationship?

27. When is it acceptable to use the 'silent' mode on your cell phone?

28. Why is 'Privacy' considered one of the 7 Pillars of Telephone usage, and generally important when making calls?

29. What will happen if you waffle, mumble or speak generically to your listener?

30. Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?

31. You have to call up senior executives of your company in different countries to inform them of the proposed date of an international sales conference. What is the best time to call them up?

32. Which of the following should be considered while leaving a voice mail message?

33. What is 'cell phone tag'?

34. You have been given charge of handling all the incoming calls in your office, but the calls are coming in too fast. What should you do?

35. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

36. You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.

37. How can you convey to your listener that you need to discuss sensitive issues over the phone, such as the exchange of personal and protected information?

38. Why is it not a good idea to always leave a lengthy voicemail message?

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

40. A customer walks in to your office while you are on the phone with a personal matter.

41. You have a customer standing at your desk while your phone begins ringing. You...

42. Generating interest by the way you raise or lower your voice describes which of the following communication skills?

43. How should you acknowledge a customer when you're asking them to verify information?

44. If the person who is being asked for does not want to be disturbed, but the call is important, you should:

45. How to sound professional on the phone?

46. Many executives have two telephone numbers for the following reasons:

47. Always keep the phone ____ from your mouth.

48. When a customer explains the reason they're calling, which would be the most confident and reassuring response to acknowledge their statement?

49. Why is it important to try to search for a customer's information to verify vs. ask them to provide it?

50. When using a headset you should NOT:

51. If you receive permission to transfer a call:

52. What is the correct procedure to follow when placing the customer on hold?

53. When the caller is calling for your boss and he or she is not available for personal reasons, you should:

54. When taking a message you should get what information:

55. When receiving feedback on a call by a supervisor or quality assurance representative, what is the most important rule of thumb?

56. When the telephone rings you should:

57. The proper steps to follow during the initial 10-15 seconds of a phone call is to:

58. After a long day on the phones and you see the next call, what do you do?

59. How do you hang up a call?

60. How do you answer the phone at the office?

61. When transferring a phone call you should:

62. When you call someone with a problem you should:

63. When calling someone you do not know you should:

64. When answering the phone and trying to learn who is calling you should say:

65. When you make a call that is a wrong number you should:

66. What should you do when you take a person off of hold:

67. To place a call on hold you should:

68. When leaving a voicemail you should:

69. How long should the phone ring before you answer while you are busy at the office?

70. How important is your voice inflection and tone to a customer when answering their call?

71. True or False: Courtesy is as important in speaking over the phone as in talking to people face to face.

72. Proper telephone etiquette:

73. When you answer the phone you should NOT:

74. What are the essential professional components of any telephone call?

75. True or False: Always make it a habit of receiving personal calls at work.

76. When ending a call you should:

77. What type of speech should you avoid using on the phone?

78. What following information should be included when taking a phone message for some one?

79. True or False: The sound of our voice and how we use it can say a lot about us. We can show: Professional, Depression, Sleepy, Hatred, Inattentiveness, Busy, Irritation, and Positiveness.

80. On a standard call, what is the most appropriate way to close before hanging up?

81. Should you tell the customer your name when first answering the call?

82. What is important about your voice?

83. Why is it important to be at your desk, ready to start taking calls at the scheduled start time of your shift?

84. It is acceptable to interrupt a customer when you have something to say.

85. If a customer is very upset, using profanity, and insulting you personally, what is the best approach to handling the call?

86. When you recieve a call that is a wrong number you should:

87. While speaking with a customer it is OK to

88. A proper way to answer the phone is to:

89. If a customer is placing an order, despite it taking more time, why is it important to verify the item description before placing the order?

90. If finding a solution to a problem is taking longer than expected, what should you do?

91. When you are angry with someone on the phone you should:

92. Should you check back with a customer if you are keeping them on mute/hold while researching an issue that is taking longer than expected?

93. Before hanging up the phone:

94. After being asked the same question by the 5th customer, what do you do?

95. If your voice is positive and full of energy it tells the customer:

96. What should you do before you clear a transferred call!

97. A customer on the phone can hear you smile.

98. When writing down phone messages you should:

99. When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away, you should respond with . . .

100. Besides having a paper and pencil ready, why would you ask the caller for their phone number?