Telephone etiquette quiz 28032025

Telephone etiquette refers to the polite and professional conduct when communicating over the phone.

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How many rings before we answer a phone call is considered acceptable?

• Wait for 10 rings.

• On the 2nd or 3rd ring.

• Let it ring until the call ends.

Choose the best greeting which will reflect our professionalism whenever we answer the phone.

• Hello.....

• Good morning, Pharmacy.

• Pharmacy here. What do you need?

• Good morning, Pharmacy, Jolyn speaking. How may I help you?

Answer explanation

Whenever we answer the phone, remember to :

• Give our greetings

• State our department and name

• Offer “How may I help you?”

The _____ of our voice over the phone significantly impacts how our message is received and understood.

i. VOLUME

ii. SPEED

iii. TONE

• i and ii

• i and iii

• ii and iii

• All of the above

How can we prepare to answer a phone call effectively?

• Have pen and paper

• Have a quiet surrounding

• Interrupt the caller

• Test your memory skills

• Concentrate on the call

The following action(s) should be avoided while talking on the phone EXCEPT?

• Taking quick bites

• Sipping Chagee

• Scrolling Instagram

• Browsing Lazada

• Give 100% focus

What NOT to do if you need to put the caller on hold?

• Explain to the caller why you need to put him/her on hold.

• Ask for permission to put the caller on hold.

• Keep the waiting time as short as possible.

• Thank the caller for waiting patiently when you resume the call.

• Put the phone aside until you forget about the call.

Which is TRUE regarding telephone order?

• Obtaining and recording the name and designation of the caller is considered rude.

• It is not necessary to document your name and the time and date of conversation.

• Reject all telephone orders because it cannot be accepted.

• 'Read back and verify' to prevent miscommunication and medication error.

When dealing with difficult callers or unhappy patients, which of the following(s) are important?

• Just hang up the call.

• Listen carefully to their concerns without interrupting them.

• Remain calm and patient.

• Raise your voice to be louder than the caller.

• Empathize with their situation and assure them you're there to help.

What is an appropriate action if you have dialed the wrong number?

• Hang up immediately without saying anything.

• Apologize for the mistake and end the call politely.

• Panic, start mumbling, and waste more time.

• Get angry and insist you dialed the correct number.