Telephone Etiquettes MCQs
Telephone Etiquettes MCQs
Answer these 100+ Telephone Etiquettes MCQs and see how sharp is your knowledge of Telephone Etiquettes.
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1: What is the best time to call the customer/ patient’s home?
A. Call them according to your time zone.
B. You can start calling at 6:00 AM the soonest and 11:00 PM the latest.
C. Do not call a patient, customer or client's home before 8:00 AM or after 9:00 PM, unless they've given you permission to do so.
D. You can call them anytime you want as you need to complete your job.
2: If you want a problem solved that day, when you call you should:
A. Call right at 5 oclock so people will be motivated to help.
B. Email them.
C. Call well before the close of business.
D. Call first thing in the morning, even before business hours.
3: When you have a person on speaker phone you should:
A. Let them know who else is in the room.
B. (All of these choices)
C. Let them know they are speakerphone.
D. Speak clearly.
4: When answering the phone you should:
A. Pause before saying hello
B. Speak in a normal tone of voice
C. Speak loudly and slowly
D. Keep your voice down
5: When receiving calls it is important to:
A. Get through each call as quickly as possible.
B. Look your best.
C. Speak in an inviting voice.
D. Be aware of the timezone.
6: How closely should you hold the phone to your mouth?
A. It doesn't matter as long as they can hear you.
B. Two finger widths away.
C. In a crook between your neck and shoulder.
D. At least 4 inches away.
7: All of the following are ways a salesperson can make a good impression on the phone, EXCEPT:
A. placing the caller on hold
B. taking adequate time
C. making adequate preparation
D. showing courtesy and respect
8: When answering a cell phone you should:
A. Say, "Who is this?" Before discussing anything.
B. Answer immediately, regardless of circumstances.
C. Don't say anything until you know who is calling.
D. Announce your name when taking the call.
9: When screening calls, the proper response to a request to talk to your boss is:
A. May I ask what this is regarding?
B. He/She is unavailable to take your call
C. He/She is out golfing for the day
D. Ok, I will put you right through
10: What is the most important measure of how successful the call was?
A. Adhering exactly to the script given to you, whether or not it is appropriate for the reason or the tone of the call.
B. Getting the customer off the phone as soon as possible even if it requires a callback, in order to move on to the next call.
C. Professionally resolving the customer's reason for calling within a reasonable amount of time.
D. How happy the customer sounded.
11: When you successfully transfer a call, you should:
A. Answer the next call
B. Just hang up
C. Stay on the line and announce your transfer to the caller
D. Get off the phone as quickly as possible
12: If company policy dictates that only a certain group of people are able to complete certain actions, but you know how to do it and the customer is growing impatient, should you help them anyway?
A. Adhering to company policy is important, but I might ask my supervisor's approval because I know the other group is busy.
B. Definitely not, it's out of my hands.
C. Only if the customer sounds nice and I ask their permission.
D. Yes. Helping the customer is the most important thing, regardless of what I may have been told.
13: 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, should you cold transfer the call and let them re-explain the situation or warm transfer and tell the other department what you've found thus far before connecting the customer?
A. It is best for the customer and the co-worker receiving the call to supply as much information as possible to avoid rework.
B. It makes no difference, I can't resolve the situation for the customer.
C. Cold transfer the call so not to take up the customer's time.
D. Warm transfer so you can forewarn your co-worker that the customer isn't very nice.
14: When calling a company you should:
A. Be prepared to tell a friendly story
B. Make your conversations brief and to the point.
C. Talk to anyone, just get your problem resolved.
D. If the person you are calling is not available just say: "I'll call back later."
15: If your phone rings in the middle of a meeting you should:
A. Take the call if it is more important than your meeting.
B. Silence your cell phone and listen to voice messages later.
C. Look at who is calling to decide whether or not to take it.
D. Answer the phone only if it is family.
16: When using a headset you should:
A. Be aware of what the customer can hear in the background
B. Hold the microphone away from your mouth
C. Speak louder
D. Put the customer on speaker phone
17: When you answer the phone your voice should be:
A. Inhuman and robotic
B. Business-like and to the point
C. Pleasant and Happy
D. Uninterested and distant
18: When you need to transfer a call to another person, you should:
A. Ask permission from caller to transfer the call
B. Ask caller to call back at a different time
C. Say, "I can't help you, but I will transfer you to someone who can"
D. Say, "I am transferring you"
19: When setting up your cell phone you should:
A. Always have it on vibrate.
B. Never set up the voicemail.
C. Choose a normal, non-disruptive ring tone.
D. Have the ring loud and distinctive so everyone knows it is your phone.
20: When someone calls you with a problem and you don't know what to do you should:
A. Get the callers name and problem, along with phone number, ask if you can place them on hold and find out who can help them.
B. Ask them their phone number and offer to call back when you have an answer
C. Ask them to check on the internet
D. Say "I don't know, let me check on that." Then place them on hold.
21: When busy and answering the phone you should:
A. Talk slowly and clearly.
B. Give one word answers.
C. Speak as fast as possible.
D. Ask them to call back at another time.
22: How do you place a caller on hold?
A. “I got to get your file, please hold on”.
B. “Can you please hold briefly while I get your file?”
C. Hold on while I get your file.
D. “Would you hold while I get your file?”
23: When taking a customer's credit card information, why is it important to be thorough in verifying it?
A. There are a lot of numbers on credit cards
B. Because the slightest mis-entry can cause the card to come back as declined.
C. Credit card fraud is a serious issue.
D. A lot of my customers are elderly and have a hard time reading their card.
24: Should you ever refer to a customer by their first name?
A. Always. It's more personal.
B. Definitely not, even if they insist.
C. It depends on company policy and if you've asked the customer's permission.
D. Maybe if you've been talking a while and you feel like you've built a rapport with them.
25: When you leave a message in someone’s voicemail, what is most important?
A. Request a call back
B. Say the date and time
C. Say your phone number
26: What item(s) listed below are considered OK while answering the phone?
A. smoking
B. chewing gum
C. You shouldn't have any distractions of any kind
D. Listening to the low music in the background
27: True of false? It is okay to blind transfer a call when there are many calls in queue.
A. True
B. False
28: Does your physical body language affect how you sound on the phone?
A. "Definitely not, I sound the same no matter how I sit."
B. Maybe a little
C. Absolutely
D. Undecided
29: When in a meeting one should NOT:
A. Silence your cell phone.
B. Take notes.
C. Turn off your cell phone.
D. Place your cell phone on the table so everyone can see it.
30: Why is it important to dial the correct number?
A. You don’t risk disturbing others.
B. Both are correct.
C. You save time and confusion.
31: How long should someone be kept on hold?
A. 9 minutes
B. It depends on what they want
C. As long as it takes
D. 1 minute or less
32: A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?
A. Telling a customer what you think they want to hear about a product to complete the order, despite having limited personal knowledge of it.
B. Avoiding small talk and pushing the customer through the order process.
C. Trying to get a customer to finish their order despite having some buyers remorse.
D. Prompting a customer politely for the information you're required to obtain by asking questions and leading them through the order process, vs. waiting for them to provide it on their own.
33: When you receive a cold call for your boss you should:
A. Set an appointment for the sales person to see your boss
B. Promise to have someone call back
C. Ask who is calling and for what purpose
D. Transfer the call to your boss right away
34: If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?
A. To potentially correlate problem calls with certain order items to determine trends.
B. To improve marketing efforts by targeting customers who frequently place orders.
C. (All of these choices)
D. So we know what type of a problem a customer is likely to have when they call.
35: Besides having a paper and pencil ready, why would you ask the caller for their phone number?
A. in case the caller is rude, you can call him back later
B. In case the call gets disconnected
C. to show the caller you are polite and considerate
36: When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away, you should respond with . . .
A. He/ She went to Florida for a week, may I take a message?
B. Here, let me get you his/ her number and you can contact him/ her via their cell.
C. I am sorry; He/ She is not available right now. May I take a message and have him/her get back to you as soon as possible?
D. I am sorry; He/ She is on vacation for two weeks. May I take a message?
37: When writing down phone messages you should:
A. Just ask them to call back.
B. Take the next phone call and remember to write the message down later.
C. Get the phone number and first name.
D. Accurately record all the callers information and the best time to call back.
38: A customer on the phone can hear you smile.
A. True
B. False
39: What should you do before you clear a transferred call!
A. Nothing is required, just transfer the call.
B. Stay on the line to make sure transfer was complete.
C. Check back to make sure on-hold call is answered.
40: If your voice is positive and full of energy it tells the customer:
A. You have had too much coffee
B. You want to help with any needs they have
C. You are trying to be professional
D. You just heard a good joke
41: After being asked the same question by the 5th customer, what do you do?
A. Hint that you have been answering this question all day
B. Tell them "I get a lot of this"
C. Act as if it were asked to you the 1st time
D. Pretend to have to find the answer
42: Before hanging up the phone:
A. (All of these choices)
B. Be sure you have answered all the caller's questions.
C. Let the caller hang up first.
D. Always end the phone call pleasantly.
43: 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?
A. Yes, and depending how long it's taking, apologize for the delay.
B. No, it's more important to focus on finding the right answer.
C. Try to fill as much of the silence with idle chat while researching so there isn't "dead air".
D. If there is hold music and I explained it may take a few minutes, it shouldn't matter.
44: When you are angry with someone on the phone you should:
A. Hang up.
B. Take a breath and clearly and calmly tell them what you are upset about.
C. Yell at them and tell them you want better service.
D. Ask to speak to their manager.
45: If finding a solution to a problem is taking longer than expected, what should you do?
A. Leave them on hold until you have the answer
B. Check in to notify you are still working on their issue
C. Ask them to call you back later
D. Transfer them to someone else
46: If a customer is placing an order, despite it taking more time, why is it important to verify the item description before placing the order?
A. So I don't get blamed when the customer calls in to return the wrong item.
B. Because customers usually miss things like the difference between o's and zero's, etc.
C. Verifying the description of the item may make the customer realize they gave the wrong item number to fix on the spot rather than them receiving the wrong item and having to return it.
D. I usually don't worry about it because if they provide the wrong item number, it's not my fault if they get the wrong thing.
47: A proper way to answer the phone is to:
A. Greet caller, identify the organization, then yourself
B. Say "Hello"
C. Say "Why are you calling?"
D. Say "Can I help you?"
48: While speaking with a customer it is OK to
A. Read articles
B. Check emails
C. Take notes
D. Use a chat service
49: When you recieve a call that is a wrong number you should:
A. Say: "I'm sorry, you must have the wrong number. What number were you calling?"
B. Try to make a customer out the the caller.
C. Just hang up.
D. Laugh and say, "I do that all the time."
50: If a customer is very upset, using profanity, and insulting you personally, what is the best approach to handling the call?
A. Warn them that you'll hang up if they keep swearing or yelling.
B. Put them on hold without explanation and get a supervisor.
C. Disconnect them without warning.
D. Wait for the customer to pause, apologize if appropriate, explain you're willing to assist and if they're not satisfied with the result, you will escalate to a supervisor.
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Telephone Etiquettes MCQs
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