Telephone Etiquette

True or false: You should answer the phone by the third ring.

• true

• false

How long should a person be placed on hold?

• However long it takes.

• no more than 5 minutes

• no more than 1 minute

• You should never put someone on hold.

If a person calls and says it is a medical emergency, what should you do?

• Take a message

• Put them on hold and go get the physician

• Tell them to call 911

• Call 911 for them while they are on the line to ensure they got connected.

When you take a telephone message that is intended for someone else, what should be included on a phone message?

• Date & Time, your name or initials, a contact number to return the call.

• Message, your name or initials, the location you received the call

• Your initials or name, contact information of the caller, the time that you took the call, and the location of the caller

• Date & Time, your initials or name, contact information of the caller and their message

What facial expression should you have when speaking on the phone?

• a grimace

• it doesn't matter, they can't see you

• a frown

• a smile

If you are a receptionist answering phone calls, which of the following is the correct way to greet a caller?

• Hi this is Mr. Jones.

• Dr. Smith's office, this is Rachel. How may I help you?

• Ms. Williams speaking, what do you need?

• They are all acceptable.

True or false: you should never use words such as yeah, naw, or yep.

• true

• false

True or false: It is ok to be rude if the person calling is being rude.

• true

• false

• is this a trick question?

At the end of the call you should:

• thank caller

• allow the other person to hang up first

• ask if there is anything else that you can do for the caller

• identify yourself to the caller again, in case they need to remember your name

I'm sorry, could you please repeat that? Is a better way than saying...

• What do you want?

• Huh?

• What'd you say?

• How can I help you?