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Basic Telephone Etiquettes MCQ

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

Ms.

Miss

Mrs.

Mr.

None of the above

Answer

Correct Answer: Ms.
Miss

Note: This question has more than 1 correct answers

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

The person whom you're calling.

The purpose of your call.

A brief joke to break the ice.

The best time to call.

None of the above

Answer

Correct Answer: A brief joke to break the ice.

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

It is rude if it rings and you are with a client or it rings during an important company meeting, especially if you answer it.

Someone else may need to use your phone in the office, and if you take it in, he or she won't have it.

The opposite is true â€” never be more than 5 paces from your phone, and always keep it on.

None of the above

Answer

Correct Answer: It is rude if it rings and you are with a client or it rings during an important company meeting, especially if you answer it.

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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?

Ask the customer for his or her social security number.

Disagree with the customer.

Promise that the internet speed will be double the originally promised speed.

Hang up the call, or transfer the call without saying to where.

None of the above

Answer

Correct Answer: None of the above

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

Try and discuss personal matters as it will help you to get to know them â€” ask about their family, weekends, hobbies.

Keep the conversation polite but business-like, as professionalism is important at all times, until you know them better.

A combination of jokes and business commands.

Grovel a little bit, so they can feel powerful in the business relationship.

Answer

Correct Answer: Keep the conversation polite but business-like, as professionalism is important at all times, until you know them better.

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

"Don't call us, we'll call you."

"Thanks for your time. Not."

"See ya in the next life."

Just hang up.

They are all equally bad.

Answer

Correct Answer: They are all equally bad.

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

Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.

A friendly start to the call, getting the information across as rapidly as possible, followed by making sure the information is accurate as a secondary concern

Trying to get through the call and onto the next user.

Exchanging business secrets that may or may not help each other's company (but are good stories), followed by dealing with the current business decision, and ending the call firmly.

Answer

Correct Answer: Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.

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

Having stickers all over your phone.

Having a dangling key chain

Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.

Having a brightly colored phone that lights up when it rings.

None of the above

Answer

Correct Answer: Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.

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9. 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?

Ask for the person you are calling, but refuse to give your name.

Ask for your party's extension without offering any other information, and seem reluctant if asked

Ask for the person you are calling and state your name.

Ask for the person you are calling and state your name and the purpose of your call.

Answer

Correct Answer: Ask for the person you are calling and state your name.

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

Turn the phone off as a rule, followed by 'silent mode' if really necessary.

Place on 'silent,' even if you don't expect any calls, as you may have to answer one.

Keep the phone on, but the volume turned down.

Leave your phone at home

Answer

Correct Answer: Turn the phone off as a rule, followed by 'silent mode' if really necessary.

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11. 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

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

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

7 a.m. to 9 a.m.

7 p.m. to midnight

3 p.m. to 5 p.m.

a and b

Answer

Correct Answer: a and b

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

Talk as loudly as you like â€” some calls are important and more important than your surroundings.

Use your cell phone sparingly in public, and at a low volume. People should have the option of not listening to your call.

If you get upset at the call, don't feel the need to restrain from screaming into the phone or throwing it against a wall.

Whisper, even if the receiver cannot hear you properly, as you should never talk at a reasonable volume, even in public.

Answer

Correct Answer: Use your cell phone sparingly in public, and at a low volume. People should have the option of not listening to your call.

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14. 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

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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15. What does 'screening your calls' mean?

Choosing which calls to answer, and which not to answer, based on the name or number (or absence of a number) that shows up when about to receive the call.

Applying a safety cover to your cell phone, often a transparent plastic cover called a 'screen'.

Making a list of all the calls you've received in the last month, in order to calculate if your cell phone bill is accurate or not.

Deleting all the missed calls, received calls and dialled numbers from your cell phone.

Answer

Correct Answer: Choosing which calls to answer, and which not to answer, based on the name or number (or absence of a number) that shows up when about to receive the call.

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

Not to have a blunt or unfriendly tone.

Being attentive to the customer's needs.

Whether you are using your own full name or first name, whichever seems more polite in the circumstances.

Whether you are using the customer's full name (unless you have been permitted by him to use his first name).

All of the above

Answer

Correct Answer: All of the above

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

It is considered rude.

You don't look busy enough.

It can catch the caller off-guard.

You should let the phone ring through to your voice mail so you can talk at a time convenient to you.

None of the above

Answer

Correct Answer: It can catch the caller off-guard.

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

When you do not want to disturb others around you.

When you are expecting an important call, and do not wish others to be interrupted.

When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.

When you wish to attend a meeting or a public event, but still wish to know when you have been called or received a voicemail or text message.

All of the above

Answer

Correct Answer: All of the above

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

It makes the call important and secure to both parties, especially when it is a business call.

People like things to be private and secretive - it makes them feel special, like they are tricking the world.

It's not - privacy should always be secondary to communication and letting everyone know as much as possible.

The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.

a and d

Answer

Correct Answer: a and d

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

The message may not be understood correctly, and confusion may occur.

He or she will lose attention and generally reflect poorly on the caller.

You make the job of communication harder for both of you.

They will probably have to call you back to clarify what is expected.

All of the above

Answer

Correct Answer: All of the above

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21. 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?

During your office hours

During the call recipient's office hours.

Between 9:00 A.M. and 5:00 P.M.

After your office hours.

Answer

Correct Answer: During the call recipient's office hours.

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

Leaving a message that is short and to the point.

Being polite and giving a sense of what is expected in return.

Leaving as much information as possible, relatively briefly.

Speaking clearly and succinctly.

All of the above

Answer

Correct Answer: All of the above

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23. What is 'cell phone tag'?

A playground game where kids chase each other and 'tag' the next person who then chases the other kids.

A series of missed calls between two people, whether calls are returned but again the person is not available, are said to be 'playing cell phone tag.'

The price tag on a cell phone in a shop, whether used or new

The chip inside the phone that can be replaced, or transferred between compatible networks.

Answer

Correct Answer: A series of missed calls between two people, whether calls are returned but again the person is not available, are said to be 'playing cell phone tag.'

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

Learning all the numbers from 0-9, and various combinations for their use when dialing.

Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line.

Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.

a and b

All of the above

Answer

Correct Answer: Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.

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

True

False

Answer

Correct Answer: True

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26. 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?

Tell them you will fax the details.

Tell them you will email the details, although it might be by unsecured e-mail.

Confirm with them whether it is okay to discuss such issues before discussing them.

Avoid these discussions at all costs on the telephone.

Answer

Correct Answer: Confirm with them whether it is okay to discuss such issues before discussing them.

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

The message can be truncated, and therefore not communicated properly.

The message may experience a long delay in reaching its destination.

Part of the message may become scrambled and be harder to hear

There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.

All of the above

Answer

Correct Answer: All of the above

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28. 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

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

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

You prop the phone on your shoulder and ask the walk-in if you can help them.

You ask the caller in a polite and professional manner if you could call them back

You continue talking until you finish whatever you needed to discuss.

You place the caller on hold and let it continue to ring back several times while you help the walk-in.

Answer

Correct Answer: You ask the caller in a polite and professional manner if you could call them back

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

Ask the customer to excuse you while you answer the call and then ask the caller if you may place them on a brief hold.

You answer the phone and continue talking to the customer standing at your desk.

You ignore the phone and take care of the customer.

You ignore the customer and take the call

Answer

Correct Answer: Ask the customer to excuse you while you answer the call and then ask the caller if you may place them on a brief hold.

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

pitch

enunciation

tone of voice

inflection

Answer

Correct Answer: tone of voice

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

Don't ask them to verify. Instead, read it all to them and have them tell you if it's correct.

Saying "Ok" to transition to the next question quickly.

"Thank you" each time they do.

Wait until they've verified everything, then thank them.

Answer

Correct Answer: "Thank you" each time they do.

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33. How to sound professional on the phone?

Refrain from using a speaker phone.

Everything is correct.

Practice your greeting until you can say it naturally and professionally.

Refrain from interrupting the person on the phone.

Try smiling while you talk as this will brighten the character of your voice, even if you don't feel cheerful.

Answer

Correct Answer: Everything is correct.

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

One number is designated as "internal only" so they can talk to other co-workers

So they can be reached by anyone twice as easily

One number may be private for close family and friends and to make outgoing calls

So if one number doesn't work the other one will

Answer

Correct Answer: One number may be private for close family and friends and to make outgoing calls

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35. When using a headset you should NOT:

Be conscious of other conversations in your office

Talk to others while on the phone with the client

Make sure the headphone is working correctly

Be conscious of confidentiality

Answer

Correct Answer: Talk to others while on the phone with the client

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36. If you receive permission to transfer a call:

Place caller on hold and transfer them when you have the chance

Transfer the call immediately and get on to your next task

Ask the caller to hold while you find the right person to talk to

Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

Answer

Correct Answer: Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

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

Tell the client, "just a moment"

Don't put the customer on hold, simply put him on mute

Just simply put the customer on hold

Ask permission from the client, provide the reason are you putting him on hold, and provide timeframe

Answer

Correct Answer: Ask permission from the client, provide the reason are you putting him on hold, and provide timeframe

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

All of the above

Best call back number

Name and time of call

What the call is regarding

Answer

Correct Answer: All of the above

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

Disregard the contructive feedback and focus only on the positives.

Stand your ground if they give constructive feedback because you're only doing what you learned in training.

Listen actively, be willing to accept both positive and constructive feedback, clarify if there are questions, and apply beginning with your next call.

Tell them you appreciate their feedback, but disagree and continue doing things your way.

Answer

Correct Answer: Listen actively, be willing to accept both positive and constructive feedback, clarify if there are questions, and apply beginning with your next call.

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

Answer and ask who is calling

Don't answer the call. Let it go directly to voicemail

Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose

Answer call on 5th or 6th ring and say "please hold"

Answer

Correct Answer: Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose

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

Recognize you are burnt out

Make an effort to answer as if it were your first call

Let your Manager know you can't answer the call

Take a break, let it go back to queue

Answer

Correct Answer: Make an effort to answer as if it were your first call

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42. How do you hang up a call?

Let the caller hang up first. This shows the caller that you aren’t in a hurry to get off the phone with them.

Hang up before the caller does, as this shows that you are busy at the office.

“Please do not call back again. Thank you.” Then hang up.

Answer

Correct Answer: Let the caller hang up first. This shows the caller that you aren’t in a hurry to get off the phone with them.

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43. When transferring a phone call you should:

Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.

Transfer the call without any delay.

Send the caller to voicemail.

Place the caller on hold and transfer the call before telling them.

Answer

Correct Answer: Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.

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44. 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

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

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

Be courteous and professional and let the person know why you are calling.

Talk about sports as an ice breaker.

Ask some personal questions.

Be familiar and friendly.

Answer

Correct Answer: Be courteous and professional and let the person know why you are calling.

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

Who is this?

What is your name?

I will put you through

May I ask who is calling?

Answer

Correct Answer: May I ask who is calling?

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

Ask if whoever you called can help you.

Ask them to look up the correct number for you.

Just hang up.

Apologize and state the number you were calling.

Answer

Correct Answer: Apologize and state the number you were calling.

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

Tell them they would get a quicker response if they emailed their question.

Tell them everyone is busy and ask if they can call back at another time.

Tell them that they could find an answer with your online chat support team.

Thank them for holding and transfer the call if appropriate.

Answer

Correct Answer: Thank them for holding and transfer the call if appropriate.

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49. 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

Correct Answer: Ask if they would be willing to hold

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50. When leaving a voicemail you should:

Tell the person if you don't hear from them you will call again.

Speak clearly and let the person know why you called.

Demand action immediately in a loud and angry voice.

Ask the person to call you back later that night.

Answer

Correct Answer: Speak clearly and let the person know why you called.

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

Answer the phone before the third ring.

Do not answer the phone. Let it ring you can always call back.

Answer the phone in the last ring, as you are busy.

Answer

Correct Answer: Answer the phone before the third ring.

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

Undecided

Unimportant

Important

Very Important

Answer

Correct Answer: Very Important

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

True.

False.

Answer

Correct Answer: True.

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

True

False

Answer

Correct Answer: False

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55. 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

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

If the caller wants a return phone call. Phone number at which the caller can be reached

Date and time of call

(all of these)

What the call is regarding

Caller’s name and company name if applicable

Answer

Correct Answer: (all of these)

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57. 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.

False

True

Answer

Correct Answer: True

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

Tell them that is all and to have a nice day.

Ask if they're willing to compliment you to your supervisor if you get them on the phone.

Engage in small-talk.

Ask if there is anything else you can do to assist, thank them, and "brand" the call appropriately.

Answer

Correct Answer: Ask if there is anything else you can do to assist, thank them, and "brand" the call appropriately.

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

Make up a name so not to give your real name.

Yes.

No, I prefer not to give my name.

Only if they ask it.

Answer

Correct Answer: Yes.

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

So I'm not considered tardy and lose my bonus.

It is part of my annual review and I want good scores.

If I don't and everyone else does, it makes me look bad.

Shifts are generally scheduled to handle the amount of calls forecasted based on historical data.

Answer

Correct Answer: Shifts are generally scheduled to handle the amount of calls forecasted based on historical data.

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

False

True

Answer

Correct Answer: False

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

Warn them that you'll hang up if they keep swearing or yelling.

Put them on hold without explanation and get a supervisor.

Disconnect them without warning.

Wait for the customer to pause, apologize if appropriate, explain you're willing to assist and if they're not satisfied with the result, you will escalate to a supervisor.

Answer

Correct Answer: Wait for the customer to pause, apologize if appropriate, explain you're willing to assist and if they're not satisfied with the result, you will escalate to a supervisor.

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

Say: "I'm sorry, you must have the wrong number. What number were you calling?"

Try to make a customer out the the caller.

Just hang up.

Laugh and say, "I do that all the time."

Answer

Correct Answer: Say: "I'm sorry, you must have the wrong number. What number were you calling?"

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64. While speaking with a customer it is OK to

Read articles

Check emails

Take notes

Use a chat service

Answer

Correct Answer: Take notes

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65. 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?

So I don't get blamed when the customer calls in to return the wrong item.

Because customers usually miss things like the difference between o's and zero's, etc.

Verifying the description of the item may make the customer realize they gave the wrong item number to fix on the spot rather than them receiving the wrong item and having to return it.

I usually don't worry about it because if they provide the wrong item number, it's not my fault if they get the wrong thing.

Answer

Correct Answer: Verifying the description of the item may make the customer realize they gave the wrong item number to fix on the spot rather than them receiving the wrong item and having to return it.

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

Hang up.

Take a breath and clearly and calmly tell them what you are upset about.

Yell at them and tell them you want better service.

Ask to speak to their manager.

Answer

Correct Answer: Take a breath and clearly and calmly tell them what you are upset about.

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67. 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?

Yes, and depending how long it's taking, apologize for the delay.

No, it's more important to focus on finding the right answer.

Try to fill as much of the silence with idle chat while researching so there isn't "dead air".

If there is hold music and I explained it may take a few minutes, it shouldn't matter.

Answer

Correct Answer: Yes, and depending how long it's taking, apologize for the delay.

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

Hint that you have been answering this question all day

Tell them "I get a lot of this"

Act as if it were asked to you the 1st time

Pretend to have to find the answer

Answer

Correct Answer: Act as if it were asked to you the 1st time

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

Nothing is required, just transfer the call.

Stay on the line to make sure transfer was complete.

Check back to make sure on-hold call is answered.

Answer

Correct Answer: Stay on the line to make sure transfer was complete.

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

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

71. When writing down phone messages you should:

Just ask them to call back.

Take the next phone call and remember to write the message down later.

Get the phone number and first name.

Accurately record all the callers information and the best time to call back.

Answer

Correct Answer: Accurately record all the callers information and the best time to call back.

Note: This Question is unanswered, help us to find answer for this one

72. 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 . . .

He/ She went to Florida for a week, may I take a message?

Here, let me get you his/ her number and you can contact him/ her via their cell.

I am sorry; He/ She is not available right now. May I take a message and have him/her get back to you as soon as possible?

I am sorry; He/ She is on vacation for two weeks. May I take a message?

Answer

Correct Answer: I am sorry; He/ She is not available right now. May I take a message and have him/her get back to you as soon as possible?

Note: This Question is unanswered, help us to find answer for this one

73. If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?

To potentially correlate problem calls with certain order items to determine trends.

To improve marketing efforts by targeting customers who frequently place orders.

(All of these choices)

So we know what type of a problem a customer is likely to have when they call.

Answer

Correct Answer: (All of these choices)

Note: This Question is unanswered, help us to find answer for this one

74. When you receive a cold call for your boss you should:

Set an appointment for the sales person to see your boss

Promise to have someone call back

Ask who is calling and for what purpose

Transfer the call to your boss right away

Answer

Correct Answer: Ask who is calling and for what purpose

Note: This Question is unanswered, help us to find answer for this one

75. A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?

Telling a customer what you think they want to hear about a product to complete the order, despite having limited personal knowledge of it.

Avoiding small talk and pushing the customer through the order process.

Trying to get a customer to finish their order despite having some buyers remorse.

Prompting a customer politely for the information you're required to obtain by asking questions and leading them through the order process, vs. waiting for them to provide it on their own.

Answer

Correct Answer: Prompting a customer politely for the information you're required to obtain by asking questions and leading them through the order process, vs. waiting for them to provide it on their own.

Note: This Question is unanswered, help us to find answer for this one

76. How long should someone be kept on hold?

9 minutes

It depends on what they want

As long as it takes

1 minute or less

Answer

Correct Answer: 1 minute or less

Note: This Question is unanswered, help us to find answer for this one

77. Why is it important to dial the correct number?

You don’t risk disturbing others.

Both are correct.

You save time and confusion.

Answer

Correct Answer: Both are correct.

Note: This Question is unanswered, help us to find answer for this one

78. When in a meeting one should NOT:

Silence your cell phone.

Take notes.

Turn off your cell phone.

Place your cell phone on the table so everyone can see it.

Answer

Correct Answer: Place your cell phone on the table so everyone can see it.

Note: This Question is unanswered, help us to find answer for this one

79. Does your physical body language affect how you sound on the phone?

"Definitely not, I sound the same no matter how I sit."

Maybe a little

Absolutely

Undecided

Answer

Correct Answer: Absolutely

Note: This Question is unanswered, help us to find answer for this one

80. True of false? It is okay to blind transfer a call when there are many calls in queue.

True

False

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

81. Should you ever refer to a customer by their first name?

Always. It's more personal.

Definitely not, even if they insist.

It depends on company policy and if you've asked the customer's permission.

Maybe if you've been talking a while and you feel like you've built a rapport with them.

Answer

Correct Answer: It depends on company policy and if you've asked the customer's permission.

Note: This Question is unanswered, help us to find answer for this one

82. When taking a customer's credit card information, why is it important to be thorough in verifying it?

There are a lot of numbers on credit cards

Because the slightest mis-entry can cause the card to come back as declined.

Credit card fraud is a serious issue.

A lot of my customers are elderly and have a hard time reading their card.

Answer

Correct Answer: Because the slightest mis-entry can cause the card to come back as declined.

Note: This Question is unanswered, help us to find answer for this one

83. How do you place a caller on hold?

“I got to get your file, please hold on”.

“Can you please hold briefly while I get your file?”

Hold on while I get your file.

“Would you hold while I get your file?”

Answer

Correct Answer: “Can you please hold briefly while I get your file?”

Note: This Question is unanswered, help us to find answer for this one

84. When busy and answering the phone you should:

Talk slowly and clearly.

Give one word answers.

Speak as fast as possible.

Ask them to call back at another time.

Answer

Correct Answer: Talk slowly and clearly.

Note: This Question is unanswered, help us to find answer for this one

85. When someone calls you with a problem and you don't know what to do you should:

Get the callers name and problem, along with phone number, ask if you can place them on hold and find out who can help them.

Ask them their phone number and offer to call back when you have an answer

Ask them to check on the internet

Say "I don't know, let me check on that." Then place them on hold.

Answer

Correct Answer: Get the callers name and problem, along with phone number, ask if you can place them on hold and find out who can help them.

Note: This Question is unanswered, help us to find answer for this one

86. When setting up your cell phone you should:

Always have it on vibrate.

Never set up the voicemail.

Choose a normal, non-disruptive ring tone.

Have the ring loud and distinctive so everyone knows it is your phone.

Answer

Correct Answer: Choose a normal, non-disruptive ring tone.

Note: This Question is unanswered, help us to find answer for this one

87. When you need to transfer a call to another person, you should:

Ask permission from caller to transfer the call

Ask caller to call back at a different time

Say, "I can't help you, but I will transfer you to someone who can"

Say, "I am transferring you"

Answer

Correct Answer: Ask permission from caller to transfer the call

Note: This Question is unanswered, help us to find answer for this one

88. When using a headset you should:

Be aware of what the customer can hear in the background

Hold the microphone away from your mouth

Speak louder

Put the customer on speaker phone

Answer

Correct Answer: Be aware of what the customer can hear in the background

Note: This Question is unanswered, help us to find answer for this one

89. If your phone rings in the middle of a meeting you should:

Take the call if it is more important than your meeting.

Silence your cell phone and listen to voice messages later.

Look at who is calling to decide whether or not to take it.

Answer the phone only if it is family.

Answer

Correct Answer: Silence your cell phone and listen to voice messages later.

Note: This Question is unanswered, help us to find answer for this one

90. 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

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

Note: This Question is unanswered, help us to find answer for this one

91. If company policy dictates that only a certain group of people are able to complete certain actions, but you know how to do it and the customer is growing impatient, should you help them anyway?

Adhering to company policy is important, but I might ask my supervisor's approval because I know the other group is busy.

Definitely not, it's out of my hands.

Only if the customer sounds nice and I ask their permission.

Yes. Helping the customer is the most important thing, regardless of what I may have been told.

Answer

Correct Answer: Adhering to company policy is important, but I might ask my supervisor's approval because I know the other group is busy.

Note: This Question is unanswered, help us to find answer for this one

92. When you successfully transfer a call, you should:

Answer the next call

Just hang up

Stay on the line and announce your transfer to the caller

Get off the phone as quickly as possible

Answer

Correct Answer: Stay on the line and announce your transfer to the caller

Note: This Question is unanswered, help us to find answer for this one

93. 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

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

Note: This Question is unanswered, help us to find answer for this one

94. When screening calls, the proper response to a request to talk to your boss is:

May I ask what this is regarding?

He/She is unavailable to take your call

He/She is out golfing for the day

Ok, I will put you right through

Answer

Correct Answer: May I ask what this is regarding?

Note: This Question is unanswered, help us to find answer for this one

95. When answering a cell phone you should:

Say, "Who is this?" Before discussing anything.

Answer immediately, regardless of circumstances.

Don't say anything until you know who is calling.

Announce your name when taking the call.

Answer

Correct Answer: Announce your name when taking the call.

Note: This Question is unanswered, help us to find answer for this one

96. All of the following are ways a salesperson can make a good impression on the phone, EXCEPT:

placing the caller on hold

taking adequate time

making adequate preparation

showing courtesy and respect

Answer

Correct Answer: placing the caller on hold

Note: This Question is unanswered, help us to find answer for this one

97. How closely should you hold the phone to your mouth?

It doesn't matter as long as they can hear you.

Two finger widths away.

In a crook between your neck and shoulder.

At least 4 inches away.

Answer

Correct Answer: Two finger widths away.

Note: This Question is unanswered, help us to find answer for this one

98. When receiving calls it is important to:

Get through each call as quickly as possible.

Look your best.

Speak in an inviting voice.

Be aware of the timezone.

Answer

Correct Answer: Speak in an inviting voice.

Note: This Question is unanswered, help us to find answer for this one

99. When answering the phone you should:

Pause before saying hello

Speak in a normal tone of voice

Speak loudly and slowly

Keep your voice down

Answer

Correct Answer: Speak in a normal tone of voice

Note: This Question is unanswered, help us to find answer for this one

100. When you have a person on speaker phone you should:

Let them know who else is in the room.

(All of these choices)

Let them know they are speakerphone.

Speak clearly.

Answer

Correct Answer: (All of these choices)

Note: This Question is unanswered, help us to find answer for this one

101. What is the best time to call the customer/ patient’s home?

Call them according to your time zone.

You can start calling at 6:00 AM the soonest and 11:00 PM the latest.

Do not call a patient, customer or client's home before 8:00 AM or after 9:00 PM, unless they've given you permission to do so.

You can call them anytime you want as you need to complete your job.

Answer

Correct Answer: Do not call a patient, customer or client's home before 8:00 AM or after 9:00 PM, unless they've given you permission to do so.

Note: This Question is unanswered, help us to find answer for this one

Telephone Etiquettes MCQs | Topic-wise

MCQ on Basic Telephone Etiquettes

General Telephone Etiquettes MCQs

Telephone Etiquettes Subjects

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