Telephone Etiquette Certification
Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?
a. Taking your cell phone on a bungee jump.
b. Taking your cell phone up a mountain.
c. Taking your cell phone underwater, even if it is switched off.
d. Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machinery.
You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
You have to call up senior executives 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?
a. During your office hours.
b. During the call recipient’s office hours.
c. Between 9:00 A.M. and 5:00 P.M.
d. After your office hours.
Which of the following is accurate in terms of how you should use your cell phone in public?
a. Talk as loudly as you like — some calls are important and more important than your surroundings.
b. Use your cell phone sparingly in public, and at a low volume. People should have the option of not listening to your call.
c. If you get upset at the call, don’t feel the need to restrain from screaming into the phone or throwing it against a wall.
d. Whisper, even if the receiver cannot hear you properly, as you should never talk at a reasonable volume, even in public.
Which of the following sentences are appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Which things should you keep in mind while making a call?
a. Not to have a blunt or unfriendly tone.
b. Being attentive to the customer’s needs.
c. Whether you are using your own full name or first name, whichever seems more polite in the circumstances.
d. Whether you are using the customer’s full name (unless you have been permitted by him to use his first name).
e. All of the above
You should smile when you’re on the phone, as it can have which of the following effects?
a. It is an urban myth and has no real effect — the person cannot see you.
b. It transfers into your tone of voice and can make the call more appealing.
c. The caller can detect your grin, but not always positively.
d. The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.
e. None of the above
From the list below, which are the most important techniques for a positive telephone exchange?
a. Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.
b. A friendly start to the call, getting the information across as rapidly as possible, followed by making sure the information is accurate as a secondary concern.
c. Trying to get through the call and onto the next user.
d. Exchanging business secrets that may or may not help each other’s company (but are good stories), followed by dealing with the currentbusiness decision, and ending the call firmly.
Why is it not advisable to take your cell phone into an important business meeting?
a. It is rude if it rings and you are with a client or it rings during an important company meeting, especially if you answer it.
b. Someone else may need to use your phone in the office, and if you take it in, he or she won’t have it.
c. The opposite is true — never be more than 5 paces from your phone, and always keep it on.
d. None of the above
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 the situation?
a. Simply say “sorry I have said whatever I could” and hang up.
b. Raise your voice and try to reason with the customer.
c. Ask your co-worker to handle the call.
d. Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.
e. Patiently listen until the customer has made his or her extensive complaint, and then begin to reason with him or her.