Essential Rules Of Telephone Etiquette! Trivia Quiz
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Questions and Answers
- 1.
When you answer the phone you need to say your name and…?
- A.
The name of the company
- B.
"Hello!"
- C.
"How are you today?"
Correct Answer
A. The name of the companyExplanation
When answering the phone, it is important to say your name and the name of the company to provide a professional and clear introduction. This helps the caller identify who they are speaking to and ensures that they have reached the correct person or company. It also sets a positive tone for the conversation and establishes credibility. Saying "Hello!" or asking "How are you today?" may be considered informal or irrelevant in a professional setting.Rate this question:
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- 2.
Why are telephone greetings so important?
- A.
It is the first impression
- B.
It shows that you are happy
- C.
It shows that you are polite
Correct Answer
A. It is the first impressionExplanation
Telephone greetings are important because they create the first impression of a person or a business. When someone answers a call with a pleasant and professional greeting, it sets the tone for the entire conversation and leaves a positive impression on the caller. A well-executed greeting demonstrates that the person is attentive, professional, and values the caller's time. It also reflects the person's level of politeness and respect towards the caller. Therefore, telephone greetings play a crucial role in establishing a positive and professional image.Rate this question:
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- 3.
What is important about your voice?
- A.
The volume
- B.
The speed
- C.
The tone
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
All of the above options, volume, speed, and tone, are important aspects of one's voice. The volume of the voice determines how loud or soft it is, which can impact how well others can hear and understand the speaker. The speed at which someone speaks affects the clarity and comprehension of their message. The tone of the voice conveys emotions, intentions, and attitudes, influencing how the message is perceived by others. Therefore, all these factors are crucial in effectively communicating and expressing oneself through speech.Rate this question:
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- 4.
When putting a caller on hold, what do you need to say or ask?
- A.
Ask if it is ok to put the caller on hold
- B.
"Would you like to be put on hold?"
- C.
"I apologise for the inconvenience"
Correct Answer
A. Ask if it is ok to put the caller on holdExplanation
When putting a caller on hold, it is important to ask if it is okay to do so. This shows courtesy and respect for the caller's time and allows them to express any preferences or concerns they may have. By asking for permission, it ensures that the caller feels valued and involved in the conversation, rather than being abruptly placed on hold without any explanation or choice.Rate this question:
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- 5.
When taking a caller off hold, what should you say?
- A.
“I apologise for the inconvenience”
- B.
“Thank you for holding”
- C.
“I told you it was not going to be long”
Correct Answer
B. “Thank you for holding”Explanation
When taking a caller off hold, it is important to acknowledge their patience and thank them for holding. This shows appreciation for their time and conveys a sense of respect and professionalism. Saying "Thank you for holding" helps to create a positive customer experience and maintain good rapport with the caller.Rate this question:
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- 6.
Who should end the phone call first
- A.
The person who answered
- B.
The person who called
- C.
It doesn’t matter
Correct Answer
B. The person who calledExplanation
The person who called should end the phone call first because they initiated the conversation and achieved the purpose of their call. It is considered polite for the person who made the call to be the one to end it, as they have accomplished what they intended and can then hang up the phone.Rate this question:
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- 7.
What item(s) listed below are considered OK while answering the phone?
- A.
Chewing gum
- B.
Listening to the low music in the background
- C.
Smoking
- D.
You shouldn't have any distractions of any kind
Correct Answer
D. You shouldn't have any distractions of any kindExplanation
The correct answer is "You shouldn't have any distractions of any kind." This means that while answering the phone, it is important to avoid any distractions, such as chewing gum, listening to music, or smoking. These activities can hinder effective communication and may give a negative impression to the person on the other end of the phone. It is best to focus solely on the conversation and give full attention to the caller.Rate this question:
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- 8.
Besides having a paper and pencil ready, why would you ask the caller for their phone number?
- A.
In case the call gets disconnected
- B.
To show the caller you are polite and considerate
- C.
In case the caller is rude. This way you can call him back
Correct Answer
A. In case the call gets disconnectedExplanation
Asking the caller for their phone number in case the call gets disconnected is a practical measure to ensure that the conversation can be resumed if there is an unexpected interruption. This allows the person receiving the call to reach out to the caller and continue the discussion or address any unresolved issues. It demonstrates a proactive approach to maintaining effective communication and providing a satisfactory customer service experience.Rate this question:
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- 9.
When you leave a message in someone’s voicemail, what is most important?
- A.
Say the date and time
- B.
Say your telephone number
- C.
Ask to call back
Correct Answer
B. Say your telephone numberExplanation
When leaving a message in someone's voicemail, it is most important to say your telephone number. This is crucial because it allows the recipient of the message to easily contact you back. Without providing your telephone number, the person may not be able to reach you or may have difficulty doing so.Rate this question:
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- 10.
You are having a conversation with your colleague and the phone rings. What do you do?
- A.
Get the caller’s phone number and call him / her back.
- B.
Tell your colleague to wait.
- C.
Answer the phone and put the caller on hold.
Correct Answer
B. Tell your colleague to wait.Explanation
In this situation, it is important to prioritize the ongoing conversation with your colleague. Interrupting the conversation to answer the phone may be seen as rude and disrespectful. By telling your colleague to wait, you are acknowledging their presence and showing them that you value their time and input. Once you have finished the conversation with your colleague, you can then address the phone call.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Mar 03, 2015Quiz Created by
Val Parker
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