General MCQ for Telephone Etiquettes

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

2. 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?

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

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

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

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

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

8. Before hanging up the phone:

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

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

11. What is important about your voice?

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

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

14. When you answer the phone you should NOT:

15. Proper telephone etiquette:

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

17. When the telephone rings you should:

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

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

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

21. Always keep the phone ____ from your mouth.

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

23. 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?

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

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

26. 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?

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

28. 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?

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

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

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

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

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