. Which is the most polite and sensible way of handling your cell phone when at a public performance?
Place on ‘silent’ even if you don’t expect any calls, as you may have to answer one
2. Which of the following is the worst way to end a business call?
They are equally bad.
3. Which of the following is the most dangerous use of a cell phone and should be avoided at all cost?
Dialing and driving, or speaking on your phone without use of a hand free device while behind the wheel or operating machinery
4. When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?
5. From the list below, which are the most important techniques for a positive telephone exchange?
Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.
6. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?
Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.
7. Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
8. What is a good way to begin a business call to a person who you do not know and who is not expecting the call?
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.
9. Which of the following should be considered while leaving a voice mail message?
Leaving a message that is short and straight to the point.
10. If your business call to someone is unexpected, hat should you do?
Do call them, but first ask if they have time before proceeding with the call.
11. 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?
Confirm with them whether it is okay to discuss such issues before discussing them.
12. What will happen if you waffle, mumble or speak generically to your listener?
All of the above
13. 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 should the person not do first?
Disagree with the customer
14. 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 this situation?
Patiently listen until the customer has made his or her extensive complaint, and then begin to reason with him or her.
15. Which of the following is a good idea to keep with you at all on the phone?
A pen and some paper.
16. What does ‘screening your calls’ mean?
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.
17. Which things should you keep in mind while making a call?
All of the above.
18. In the event that you reach a secretary when making a business call (instead of the voice of the person you are calling) how should you address the receiver?
Ask for the person you are calling and state your name
19. Which of the following is accurate in terms of how you should use your phone in public?
Use your cell phone sparingly in public, and at a low volume, people should have the option of not listening to your call.
20. You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
21. Why is it not a good idea to always leave a lengthy voicemail message?
The message can be truncated and therefore not communicated properly.
22. Which of the following sentences are appropriate when you are asking for somebody on the phone?
b and d
23. Which of the following is important when handling a business client with whom you might have a long term relationship?
Make sure all the clients’ needs are satisfied, i.e. ensuring that you follow up on their concerns and actually getting back to them.
24. Which of the following is considered polite if you have an interruption while speaking to a caller?
Excuse me for a moment, please; I will be back in a matter of seconds. Is that okay?
25. Why is it not advisable to take your cell phone in to an important business meeting?
It is rude if it rings and you are with a client or it rings during an important company meeting especially if you want to answer it.
26. Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?
Having a loud and annoying musical or distracting ringtone that you let play for several extra seconds before answering the phone.
27. At what time during the day should you try not to make business calls?
7p.m to midnight
28. Which of these factors does not need to be considered before you make a phone call?
A brief time to call.
29. Why is ‘privacy’ considered one of the 7 pillars of telephone usage, and generally important when making calls?
a and d
30. When is it acceptable to use the ‘silent’ mode on your cell phone?
All of the above
31. You have to call up senior executive 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?
During the call recipient’s office hours.
32. Why should you generally not answer your business phone on the first ring?
None of the above.
33. You should smile when you’re on the phone, as it can have which of the following?
It transfers in to your tone of voice and can make the call more appealing
34. How do you speak to someone in a business relationship who you do not know well?
Keep the conversation polite but business like, as professionalism is important at all times, until you know tem better.
35. Which information is not necessary for you to leave on your personal voicemail message?
Your social security number.