3rd Telephone Etiquette

Office Administration

Telephone Etiquette

Multiple Choice

When you pick up the phone, what is the very first things you say?

• Ask for a person by name

• Your name

• Ask the name of the person you called

• Hello

Multiple Choice

Choose the best greeting.

• Morning, Hannah speaking. How may I help you?"

• Good morning, UUM Bursary, this is Hannah speaking. How may I assist you?"

• This is Hannah. What now?"

• Good morning. How may I help you?"

Multiple Choice

Which statement is True? Telephone etiquette includes …….

• the way you greet a guest.

• the way you see a guest.

• the way a guest greets us.

• the way a guest greets us.

Multiple Choice

When should you use your cell phone at work?

• Never

• When you want

• during your break

Multiple Choice

A good telephone voice...

• ...is soft and relaxing.

• ...is the same as your normal speaking voice.

• ...is confident and clear.

• ...has no emotion.

Multiple Choice

When music sounds, we are in a...

• transfered call

• call on hold

• preferential call

• informal call

Multiple Choice

Choose the correct order!

• Take ownership/ your name / anything else?

• thank you/ name of the company/ goodbye

• Name of the company/ your name/ offer help

• Solve the problema/ thank you / goodbye

Multiple Choice

What should we do if we aren't responsible for that issue?

• Transfer to another department

• Call on hold

• Transfer to the corresponding department

• Hung up

Multiple Choice

Employees are expected to be able to make and answer calls in a way which is?

• Considerate

• Perceived professional by all stakeholders

• Respectful to both customers and other staff members

• Always formal

Multiple Choice

Choose the correct answer:

1. Which is the best definition of effective communication?

• Communication means having strong and confident body language

• Communication is talking to each other on a regular basis to build rapport.

• Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding