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Telephone Etiquette Basics Test
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Avg score: 66% • Most missed: “When answering a cell phone you should:”

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Telephone Etiquette Basics Test
Time left 00:00
25 Questions

1. When ending a call you should:
2. When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away
3. When you answer the phone your voice should be:
4. If a customer is very upset
5. When busy and answering the phone you should:
6. When you have a person on speaker phone you should:
7. When screening calls
8. When the caller is calling for your boss and he or she is not available for personal reasons
9. How do you place a caller on hold?
10. When calling a company you should:
11. If company policy dictates that only a certain group of people are able to complete certain actions
12. When making phone calls you should:
13. What item(s) listed below are considered OK while answering the phone?
14. Generating interest by the way you raise or lower your voice describes which of the following communication skills?
15. How long should someone be kept on hold?
16. When you leave a message in someone-™s voicemail
17. When you answer the phone you should NOT:
18. Should you check back with a customer if you are keeping them on mute/hold while researching an issue that is taking longer than expected?
19. When you need to transfer a call to another person
20. If you have to spend a large amount of time trying to help a customer only to find it has to go to another department
21. While speaking with a customer it is OK to
22. After being asked the same question by the 5th customer
23. It is acceptable to interrupt a customer when you have something to say.
24. Why is it important to try to search for a customer's information to verify vs. ask them to provide it?
25. Should you tell the customer your name when first answering the call?

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