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Telephone Etiquette Certification Test Answers

1. 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?
 Answers: • Patiently listen until the customer has made his or her extensive complaint, and then begin to reason with him or her.
 2. Why is it not advisable to take your cell phone into an important business meeting?
 Answers: • 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.
 3. 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?
 Answers: • None of the above
 4. Which information is not necessary for you to leave on your personal voicemail message?
 Answers: • Your Social Security Number
 5. 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?
 Answers: • Confirm with them whether it is okay to discuss such issues before discussing them.
 6. Why is it not a good idea to always leave a lengthy voicemail message?
 Answers: • All of the above
 7. Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?
 Answers: • Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machinery.
 8. 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?
 Answers: • Ask for the person you are calling and state your name.
 9. 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?
 Answers: • During the call recipient's office hours.
 10. You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
 Answers: • True
 11. Which of the following sentences are appropriate when you are asking for somebody on the phone?
 Answers: • b and d
 12. Which of the following is accurate in terms of how you should use your cell phone in public?
 Answers: • Use your cell phone sparingly in public, and at a low volume. People should have the option of not listening to your call.
 13. You should smile when you're on the phone, as it can have which of the following effects?
 Answers: • It transfers into your tone of voice and can make the call more appealing.
 14. Which things should you keep in mind while making a call?
 Answers: • All of the above
 15. Which of the following is the most polite and most sensible way of handling your cell phone, when at a public performance?
 Answers: • Place on 'silent,' even if you don't expect any calls, as you may have to answer one.
 16. From the list below, which are the most important techniques for a positive telephone exchange?
 Answers: • Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.
 17. Which of the following is important when handling a business client with whom you might have a long-term relationship?
 Answers: • Make sure all the clients needs are satisfied, i.e. ensuring that you follow up on their concerns and actually getting back to them.
 18. When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?
 Answers: • Ms.
 19. Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
 Answers: • "What?"
 20. Why should you generally not answer your business phone on the first ring?
 Answers: • None of the above
 21. 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?
 Answers: • Set the phone to record all incoming calls, so you can deal with them later.
 22. Which of the following is probably the worst way to end a business call?
 Answers: • They are all equally bad.
 23. Which of the following is considered polite if you have an interruption while speaking to a caller?
 Answers: • Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
 24. If your business call to someone is unexpected, what should you do?
 Answers: • Email them and ask what the right time for calling would be
 25. Which of the following is a good idea to keep with you at all times on the phone?
 Answers: • A pen and some paper
 26. Why is it always good to particularize your intention behind the call?
 Answers: • It makes the communication clear, and is polite too - do not assume the receiver understands why you are calling them and what you expect of them.
 27. Which of the following should be considered while leaving a voice mail message?
 Answers: • All of the above
 28. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?
 Answers: • All of the above
 29. What does 'screening your calls' mean?
 Answers: • 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.
 30. At what time during the day should you try not to make business calls?
 Answers: • 7 p.m. to midnight
 31. Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?
 Answers: • Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.
 32. Which of these factors does not need to be considered before you make a phone call?
 Answers: • A brief joke to break the ice.
 33. When is it acceptable to use the 'silent' mode on your cell phone?
 Answers: • All of the above
 34. What is 'cell phone tag'?
 Answers: • 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.'
 35. Why is 'Privacy' considered one of the 7 Pillars of Telephone usage, and generally important when making calls?
 Answers: • a and d
 36. What will happen if you waffle, mumble or speak generically to your listener?
 Answers: • All of the above
 37. How do you speak to someone in a business relationship whom you do not know well?
 Answers: • Keep the conversation polite but business-like, as professionalism is important at all times, until you know them better.
 38. 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?
 Answers: • A simple introduction followed by a sentence or two not only shows good phone etiquette, but allows the receiver to set the forthcoming information in context.

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