Competency #1 Telephone And Switchboard Etiquette Test

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Competency #1 Telephone And Switchboard Etiquette Test - Quiz

Telephone Etiquette


Questions and Answers
  • 1. 

    Please write the difference between hearing and listening.  1 Paragraph with at least minimum of 75 words. 75 word essay looks like this: I am very happy that today is Thursday because Thursdays always means that I am able to look forward to Friday.  If I am assuming that Friday is after Thursday then surely Saturday as well as Sunday will come along which means that it will be the weekend.  If the weekend has arrived and if the weekend is definately here then I know that for sure I am going to have a lot of fun and play. 

  • 2. 

    Assume that you are the phone operator at CET, please write and example of how to answer the phone at CET:

  • 3. 

    Assume that you are the phone operator at CET, please lease write and example of how to end a phone conversation at CET:

  • 4. 

    Which of the two are acceptable as examples for placing a person on hold?

    • A.

      A. Would you mind holding while I get your file?

    • B.

      B. Can you please hold briefly while I see if Mr. Jones is available?

    • C.

      C. both

    Correct Answer
    C. C. both
    Explanation
    Both options a and b are acceptable examples for placing a person on hold. Option a politely asks the person if they would mind holding while their file is retrieved, indicating that their request will be attended to shortly. Option b also politely asks the person if they can hold briefly while the availability of Mr. Jones is checked. Both options demonstrate a courteous and respectful approach to placing someone on hold.

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  • 5. 

    What is the earliest and the latest that you should place a business call and why?

    • A.

      A. 8:00 am to 9:30 pm are the good time to call if it is an emergency.

    • B.

      B. 7:30 am to 7:30 pm are the best times to leave a messages for customers

    • C.

      C. 9:00 am to 9:00 pm because those are the business hours.

    Correct Answer
    C. C. 9:00 am to 9:00 pm because those are the business hours.
    Explanation
    it is never polite to call before 9:00 am or after 9:00 pm for business purposes.

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  • 6. 

    What is the correct way to transfer on a person?

    • A.

      A. One second, I will be transfer you.

    • B.

      B. One moment please, let me transfer you.

    • C.

      C. both

    Correct Answer
    B. B. One moment please, let me transfer you.
    Explanation
    Always use please!

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  • 7. 

    Give an example of how you should identify yourself when making a call to a customer:

    • A.

      A. Good morning Mr. Brown, this is Mayra, how can I help you?

    • B.

      B. Good afternoon Sr. Alberto, how can I help you? this is Jenny.

    • C.

      C. Hi, This is Mr. Prieto, may I help you? Mrs. Eva Rosales.

    Correct Answer
    A. A. Good morning Mr. Brown, this is Mayra, how can I help you?
    Explanation
    You need to greet the person, say your name and ask how you can help.

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  • 8. 

    What five pieces of information do you need in order to take a phone message?

    • A.

      Brand of Cell phone they are using

    • B.

      Callers name

    • C.

      Date and time of call

    • D.

      What the call is regarding or about

    • E.

      If the caller is driving a car or a van

    • F.

      If the Caller wants a return phone call

    • G.

      Phone number at which the caller can be reached

    Correct Answer(s)
    B. Callers name
    C. Date and time of call
    D. What the call is regarding or about
    F. If the Caller wants a return phone call
    G. Phone number at which the caller can be reached
    Explanation
    To take a phone message, you need the caller's name so that you can accurately identify who the message is for. The date and time of the call is important for record-keeping purposes and to prioritize messages. Knowing what the call is regarding or about helps determine the urgency and importance of the message. If the caller wants a return phone call, it is necessary to note this information. Lastly, you need the phone number at which the caller can be reached in order to relay the message or for further communication.

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  • 9. 

    There are 9 tips to answering a call, which are they?

    • A.

      Speak Clearly

    • B.

      Be multitasking while on the phone

    • C.

      Use your normal tone of voice

    • D.

      Yell on the phone

    • E.

      Do not eat or drink while on the phone

    • F.

      Whisper on the phone

    • G.

      Do not use slang or bad words

    • H.

      Assume the person has called the wrong number

    • I.

      Address the caller by their proper name or title

    • J.

      Listen to the caller and what they have to say

    • K.

      Be patient and helpful

    • L.

      Make sure you have your favorite Mickey Mouse watch on

    • M.

      Always ask if you can put the caller on hold

    • N.

      Always focus on the call

    Correct Answer(s)
    A. Speak Clearly
    C. Use your normal tone of voice
    E. Do not eat or drink while on the phone
    G. Do not use slang or bad words
    I. Address the caller by their proper name or title
    J. Listen to the caller and what they have to say
    K. Be patient and helpful
    M. Always ask if you can put the caller on hold
    N. Always focus on the call
    Explanation
    The given answer includes the tips that are essential for answering a call professionally and effectively. Speaking clearly and using a normal tone of voice ensures clear communication. Avoiding eating or drinking, using slang or bad words, and whispering on the phone maintains professionalism. Addressing the caller by their proper name or title shows respect. Listening to the caller and being patient and helpful demonstrates good customer service. Asking if the caller can be put on hold and staying focused on the call ensures that their needs are met efficiently.

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  • 10. 

    There are 7 wasy to create a good phone impression, they are:

    • A.

      Try to answer the phone on the second ring

    • B.

      Answer the phone with a friendly greeting

    • C.

      SMILE

    • D.

      Don't SMILE

    • E.

      Ask the caller for their name

    • F.

      Speak clearly and slowly

    • G.

      Lower your voice if your normally speak loudly

    • H.

      Laugh

    • I.

      Keep the phone two-finger widths away from your mouth

    • J.

      Wear pink socks

    Correct Answer(s)
    A. Try to answer the phone on the second ring
    B. Answer the phone with a friendly greeting
    C. SMILE
    E. Ask the caller for their name
    F. Speak clearly and slowly
    G. Lower your voice if your normally speak loudly
    I. Keep the phone two-finger widths away from your mouth
    Explanation
    The given answer includes the actions that can help create a good phone impression. Answering the phone on the second ring shows promptness and attentiveness. Answering with a friendly greeting and smiling can create a positive and welcoming atmosphere. Asking the caller for their name shows interest and personalizes the conversation. Speaking clearly and slowly ensures that the caller can understand and follow the conversation. Lowering the voice if one normally speaks loudly helps maintain a pleasant tone. Keeping the phone two-finger widths away from the mouth prevents muffled or distorted sound.

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  • 11. 

    I should always answer they phone by the first ring.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement "I should always answer the phone by the first ring" is not necessarily true. While it may be considered polite or efficient to answer the phone quickly, there are various reasons why it may not always be possible or necessary to answer by the first ring. Factors such as being in a meeting, driving, or simply not being available at that moment can prevent someone from answering immediately. Therefore, the correct answer is false.

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  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 20, 2011
    Quiz Created by
    Jrgbcrl
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