General Telephone Etiquettes MCQs

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

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

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

4. When answering the phone you should:

5. When receiving calls it is important to:

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

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

8. When answering a cell phone you should:

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

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

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

12. 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?

13. If you have to spend a large amount of time trying to help a customer only to find it has to go to another department, should you cold transfer the call and let them re-explain the situation or warm transfer and tell the other department what you've found thus far before connecting the customer?

14. When calling a company you should:

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

16. When using a headset you should:

17. When you answer the phone your voice should be:

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

19. When setting up your cell phone you should:

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

21. When busy and answering the phone you should:

22. How do you place a caller on hold?

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

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

25. When you leave a message in someone’s voicemail, what is most important?

26. What item(s) listed below are considered OK while answering the phone?

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

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

29. When in a meeting one should NOT:

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

31. How long should someone be kept on hold?

32. 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?

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

34. 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?

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

36. 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 . . .

37. When writing down phone messages you should:

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

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

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

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

42. Before hanging up the phone:

43. 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?

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

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

46. 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?

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

48. While speaking with a customer it is OK to

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

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

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

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

53. What is important about your voice?

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

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

56. 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.

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

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

59. When ending a call you should:

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

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

62. When you answer the phone you should NOT:

63. Proper telephone etiquette:

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

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

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

67. When leaving a voicemail you should:

68. To place a call on hold you should:

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

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

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

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

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

74. When transferring a phone call you should:

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

76. How do you hang up a call?

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

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

79. When the telephone rings you should:

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

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

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

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

84. If you receive permission to transfer a call:

85. When using a headset you should NOT:

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

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

88. Always keep the phone ____ from your mouth.

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

90. How to sound professional on the phone?

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

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

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

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

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

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

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

98. 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?

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

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

101. 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?

102. What is 'cell phone tag'?

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

104. 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?

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

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

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

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

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

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

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

112. What does 'screening your calls' mean?

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

114. 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?

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

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

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

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

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

120. 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?

121. 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?

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

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

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

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

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

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

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

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

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

131. 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?

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

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

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