The Telephone Etiquette Quiz! Trivia

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  • 1/18 Questions

    What item(s) listed below are consider OK while answering the phone?

    • Chewing gum
    • You should have no distractions of any kind
    • Listening to the low music in the background
    • Smoking
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About This Quiz

Master telephone etiquette with this trivia quiz! Learn to identify yourself, manage greetings, end calls, and handle speech types effectively.

The Telephone Etiquette Quiz! Trivia - Quiz

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  • 2. 

    What type(s) of speech should you avoid using on the phone?

    • Slang words

    • Bad language

    • Technical words or abbreviations

    • All above

    Correct Answer
    A. All above
    Explanation
    You should avoid using slang words, bad language, and technical words or abbreviations when speaking on the phone. Using slang words may make it difficult for the other person to understand you, while bad language is unprofessional and can create a negative impression. Technical words and abbreviations may confuse the listener if they are not familiar with them. Therefore, to ensure effective communication, it is best to avoid all of these types of speech on the phone.

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  • 3. 

    What should you before you clear a transferred call?

    • Nonthing is required

    • Check back to make sure on-hold call is answered

    • Stay on the line to make sure transfer was complete

    Correct Answer
    A. Stay on the line to make sure transfer was complete
    Explanation
    Before clearing a transferred call, it is important to stay on the line to ensure that the transfer was successful and completed properly. This is necessary to avoid any potential issues or miscommunications that may arise after the call is cleared. By staying on the line, you can confirm that the call has been transferred to the intended recipient and that the necessary information or instructions have been properly communicated.

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  • 4. 

    When answering, address the caller by identifying yourself and  _____ in your initial greeting.

    • The Department

    • Saying hello

    • The Company

    Correct Answer
    A. The Company
    Explanation
    When answering a call, it is common practice to identify oneself and the company that one is representing. This helps the caller to know that they have reached the correct place and can expect assistance from the relevant company. By saying "the Company" in the initial greeting, the caller will understand that they have reached the correct department within the company and can proceed with their query or request.

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  • 5. 

    Which is a key element to greeting the caller when answering the phone.

    • Company Name or Dept.

    • Your Name

    • Offer of Assistance

    • All are good reasons

    Correct Answer
    A. All are good reasons
    Explanation
    When answering the phone, it is important to greet the caller by providing key elements such as the company name or department, your name, and an offer of assistance. Including the company name or department helps the caller identify that they have reached the correct place. Providing your name adds a personal touch and establishes a connection with the caller. Offering assistance shows that you are willing to help and sets a positive tone for the conversation. Therefore, all of these elements are good reasons to include in a greeting when answering the phone.

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  • 6. 

    Why are telephone greetings so critical?  

    Correct Answer
    first impressions
    first impression
    Explanation
    Telephone greetings are critical because they create the first impression of a person or a business. When someone calls, the greeting is the first interaction they have, and it sets the tone for the entire conversation. A warm and professional greeting can make the caller feel welcome and valued, while a poor or unfriendly greeting can leave a negative impression. Therefore, it is important to make a good first impression through telephone greetings to ensure a positive and successful communication experience.

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  • 7. 

    In your initial greeting - avoid using good morning or good afternoon, why? 

    • Missing the correct hour

    • Caller in a different time zone

    • Caller might be having a BAD DAY

    • No reason, personal choice

    • Items A, B, & C are all correct responese

    Correct Answer
    A. Items A, B, & C are all correct responese
    Explanation
    The correct answer is that all of the options A, B, and C are correct responses. Avoiding the use of "good morning" or "good afternoon" in the initial greeting could be due to any of these reasons. The caller may be in a different time zone, making it inappropriate to use a specific greeting. The caller might also be having a bad day, so using a generic greeting would be more suitable. Additionally, the preference of not using specific greetings could simply be a personal choice.

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  • 8. 

    Who should end the phone call? No matter whom called first!

    • CSR can after all customer issues are completed

    • Let the customer be the ending party.

    • After you thank the caller for their business.

    • When the customer doesn't have any more questions.

    Correct Answer
    A. Let the customer be the ending party.
    Explanation
    The correct answer is "Let the customer be the ending party." This means that the customer should be the one to end the phone call. This is important because it allows the customer to feel in control of the conversation and ensures that all their questions and concerns have been addressed before ending the call. It also shows respect for the customer's time and allows them to feel satisfied with the interaction.

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  • 9. 

    When taking a caller off of hold, ____________________.

    Correct Answer
    always thank them for holding
    thank them for holding
    thank you for holding
    thanks for holding
    Explanation
    The correct answer is to always thank the caller for holding. This is a polite and professional gesture that shows appreciation for their patience. It helps to maintain a positive customer experience and builds rapport with the caller.

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  • 10. 

    What is important about your voice?

    • Level of tone

    • A normal tone

    • Use your regular style

    • Talk slowly

    • Talk slowly, using a normal tone

    Correct Answer
    A. Talk slowly, using a normal tone
    Explanation
    It is important to talk slowly and use a normal tone when using your voice because it ensures that your message is clear and easily understandable to the listener. Speaking too fast or using an abnormal tone can make it difficult for others to follow what you are saying. By speaking slowly and using a normal tone, you can effectively communicate your thoughts and ideas, allowing for better comprehension and engagement from the audience.

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  • 11. 

    Who enforces the "National Do Not Call Registry"

    • FTC

    • FCC

    • Individual States

    • Not listed

    • A, B, & C

    Correct Answer
    A. A, B, & C
    Explanation
    The correct answer is A, B, & C. The "National Do Not Call Registry" is enforced by multiple entities. The Federal Trade Commission (FTC) is responsible for enforcing the registry for most telemarketers, while the Federal Communications Commission (FCC) enforces it for telecommunications companies. Additionally, individual states may also enforce their own do not call lists. Therefore, all options A (FTC), B (FCC), and C (Individual States) are correct.

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  • 12. 

    What is reflected in the sound of your voice?

    • Your tone

    • Your type of speech

    • Way you deliver your tone

    • A smile

    Correct Answer
    A. A smile
    Explanation
    A smile can be reflected in the sound of your voice because it affects the way you deliver your tone. When you smile, it can add warmth and positivity to your voice, making it sound more pleasant and inviting. Smiling can also affect the way you articulate and pronounce words, resulting in a more clear and confident speech. Therefore, a smile can have a direct impact on the sound of your voice, making it an important factor to consider in communication.

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  • 13. 

    Phrases that push the "hot" buttons and can illicit negativity with the caller!

    Correct Answer
    You need to
    You should have
    you could have
    you can do this
    Explanation
    These phrases can elicit negativity with the caller because they imply a sense of judgment or criticism. Using phrases like "You need to" or "You should have" can make the caller feel like they have done something wrong or that they are not meeting expectations. Similarly, phrases like "you could have" or "you can do this" can come across as condescending or dismissive, implying that the caller is not capable or has made a mistake. These phrases can create a negative or defensive atmosphere in the conversation.

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  • 14. 

    Always keep the phone ____ from your mouth.

    • Two inches

    • Really close

    • Two-finger widths

    • Not really important

    Correct Answer
    A. Two-finger widths
    Explanation
    The correct answer is "two-finger widths". This means that when using a phone, it is recommended to keep it at a distance of two-finger widths away from your mouth. This is to prevent any potential health risks associated with prolonged exposure to the radiofrequency energy emitted by the phone. Keeping the phone at this distance can help minimize the amount of radiation absorbed by the body.

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  • 15. 

    What follows the this statement: "state what you can do," ___________________

    Correct Answer
    not what you cannot do
    Explanation
    answer specific from the textbook

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  • 16. 

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

    Correct Answer
    disconnection occurs
    transfer incomplete
    future callback
    lost call
    dropped call
    Explanation
    Asking the caller for their phone number besides having a paper and pencil ready is important for several reasons. Firstly, in case disconnection occurs during the call, having their phone number will allow the agent to call them back and continue the conversation. Secondly, if the transfer is incomplete or the call gets lost or dropped, having the phone number will enable the agent to reconnect with the caller and resolve any outstanding issues. Lastly, asking for the phone number ensures that the agent can schedule a future callback if needed, providing a convenient and efficient way to address the caller's concerns.

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  • 17. 

    When the caller is on-hold, always check back in after _________, if needed.

    • 20 seconds

    • 30 to 45 seconds

    • 1 minute

    • Every few minutes

    Correct Answer
    A. 30 to 45 seconds
    Explanation
    When the caller is on-hold, it is important to check back in after 30 to 45 seconds to ensure that the caller is still on the line and hasn't hung up. This time frame allows for a reasonable amount of time for the caller to wait without feeling neglected or frustrated. Checking back in at this interval shows good customer service and helps to maintain a positive experience for the caller.

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  • 18. 

    When callers bounce from one message to the next message in a voice mail system, this is called what?

    • System catch in a loop

    • "voicemail jail" something to be avoided

    • Unlimited menu options

    • Improper set-up of system

    • Improper user handling

    Correct Answer
    A. "voicemail jail" something to be avoided
    Explanation
    The term "voicemail jail" is used to describe the situation when callers are stuck in a loop, continuously being transferred from one message to another without being able to reach a live person or leave a message. This is something that should be avoided as it can be frustrating for callers and may result from an improper set-up of the voicemail system or improper handling by the user.

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 15, 2009
    Quiz Created by
    Joebell
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