Telephone Etiquette Quiz With Answers!

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

Chewing gum.

Listening to the low music in the background.

Smoking.

You shouldn't have any distractions of any kind.

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 line. It is best to give full attention to the phone call and eliminate any potential distractions.

Explanation

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 line. It is best to give full attention to the phone call and eliminate any potential distractions.

2. What is important about your voice?

The volume.

The speed.

The tone.

All of the above.

The question asks about what is important about one's voice, and the correct answer is "All of the above." This means that all three factors mentioned - volume, speed, and tone - are important in determining the quality and effectiveness of one's voice. The volume of the voice can impact how well it is heard and understood, the speed can affect clarity and comprehension, and the tone can convey emotions and attitudes. Therefore, all these aspects contribute to the overall importance of one's voice.

Explanation

The question asks about what is important about one's voice, and the correct answer is "All of the above." This means that all three factors mentioned - volume, speed, and tone - are important in determining the quality and effectiveness of one's voice. The volume of the voice can impact how well it is heard and understood, the speed can affect clarity and comprehension, and the tone can convey emotions and attitudes. Therefore, all these aspects contribute to the overall importance of one's voice.

3. Why are telephone greetings so important?

It is the first impression.

It shows that you are happy.

It shows that you are polite.

Telephone greetings are important because they create the first impression of the person answering the call. This initial interaction sets the tone for the entire conversation and can influence the caller's perception of the individual or organization. A professional and friendly greeting demonstrates professionalism, courtesy, and a positive attitude, making the caller feel valued and respected. It also reflects the overall image and reputation of the company or individual, highlighting their commitment to customer service and professionalism.

Explanation

Telephone greetings are important because they create the first impression of the person answering the call. This initial interaction sets the tone for the entire conversation and can influence the caller's perception of the individual or organization. A professional and friendly greeting demonstrates professionalism, courtesy, and a positive attitude, making the caller feel valued and respected. It also reflects the overall image and reputation of the company or individual, highlighting their commitment to customer service and professionalism.

4. When you answer the phone, you need to say your name and…?

The name of the company.

"Hello!"

"How are you today?"

When answering the phone, it is important to say your name and the name of the company to provide a professional and courteous greeting. This helps the caller identify who they are speaking to and ensures that they have reached the correct company. Simply saying "Hello!" or asking "How are you today?" does not provide this necessary information.

Explanation

When answering the phone, it is important to say your name and the name of the company to provide a professional and courteous greeting. This helps the caller identify who they are speaking to and ensures that they have reached the correct company. Simply saying "Hello!" or asking "How are you today?" does not provide this necessary information.

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

In case the call gets disconnected.

To show the caller, you are polite and considerate.

In case the caller is rude. This way, you can call him back.

Asking the caller for their phone number in case the call gets disconnected is a practical step to ensure that the conversation can be resumed. If the call unexpectedly ends, having the caller's phone number allows the person answering the call to reach out and reconnect. This helps to provide a smooth and uninterrupted customer service experience.

Explanation

Asking the caller for their phone number in case the call gets disconnected is a practical step to ensure that the conversation can be resumed. If the call unexpectedly ends, having the caller's phone number allows the person answering the call to reach out and reconnect. This helps to provide a smooth and uninterrupted customer service experience.

6. When putting a caller on hold, what do you need to say or ask?

Ask if it is ok to put the caller on hold.

"Would you like to be put on hold?"

"I apologize for the inconvenience."

When putting a caller on hold, it is important to ask if it is okay to do so. This shows respect for the caller's time and allows them to express any concerns or preferences they may have. By asking for permission, it demonstrates good customer service and helps to maintain a positive rapport with the caller.

Explanation

When putting a caller on hold, it is important to ask if it is okay to do so. This shows respect for the caller's time and allows them to express any concerns or preferences they may have. By asking for permission, it demonstrates good customer service and helps to maintain a positive rapport with the caller.

7. When taking a caller off hold, what should you say?

“I apologise for the inconvenience.”

“Thank you for holding.”

“I told you it was not going to be long.”

When taking a caller off hold, it is important to acknowledge and appreciate their patience. Saying "Thank you for holding" shows gratitude towards the caller for waiting and implies that their time and patience are valued. It helps in maintaining a positive and courteous tone during the conversation and ensures that the caller feels acknowledged and appreciated for their patience.

Explanation

When taking a caller off hold, it is important to acknowledge and appreciate their patience. Saying "Thank you for holding" shows gratitude towards the caller for waiting and implies that their time and patience are valued. It helps in maintaining a positive and courteous tone during the conversation and ensures that the caller feels acknowledged and appreciated for their patience.

8. Who should end the phone call first?

The person who answered.

The person who called.

It doesn’t matter.

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 conclude the conversation, allowing the person who answered to end the call if they wish. This demonstrates respect for the other person's time and signals that the conversation has come to a natural conclusion.

Explanation

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 conclude the conversation, allowing the person who answered to end the call if they wish. This demonstrates respect for the other person's time and signals that the conversation has come to a natural conclusion.

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

Say the date and time.

Say your telephone number.

Ask to call back.

When leaving a message in someone's voicemail, it is most important to say your telephone number. This allows the recipient to easily identify who left the message and enables them to call back if necessary. Providing the telephone number ensures effective communication and increases the chances of the recipient being able to reach you in response to the message.

Explanation

When leaving a message in someone's voicemail, it is most important to say your telephone number. This allows the recipient to easily identify who left the message and enables them to call back if necessary. Providing the telephone number ensures effective communication and increases the chances of the recipient being able to reach you in response to the message.

10. You are having a conversation with your colleague and the phone rings. What do you do?

Get the caller’s phone number, and call him/her back.

Tell your colleague to wait.

Answer the phone and put the caller on hold.

In this situation, the best course of action is to tell your colleague to wait. It is important to prioritize the person you are currently speaking with and give them your full attention. Answering the phone and putting the caller on hold would be impolite and may make them feel unimportant. Getting the caller's phone number and calling them back can be done after you finish your conversation with your colleague.

Explanation

In this situation, the best course of action is to tell your colleague to wait. It is important to prioritize the person you are currently speaking with and give them your full attention. Answering the phone and putting the caller on hold would be impolite and may make them feel unimportant. Getting the caller's phone number and calling them back can be done after you finish your conversation with your colleague.