WorksheetsTelephone Etiquette Quiz
Total questions: 14
Worksheet time: 43mins
What should be included on a phone message?
Date/Time
Message
Your initials
All of the above
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.
Which one 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: 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
all of these
I'm sorry, could you please repeat that? Is a better way than saying...
What do you want?
Huh?
What'd you say?
There are ___ important rules of proper telephone etiquette
3
4
5
6
Why do you need to pick up the call as soon as possible? It is because...
You can be sure that your caller will not be in a good mood.
Your caller is having an impression that you are a lazy person.
Your caller will think that you have good manners.
Your caller might also think that your company is very organised.
Which is NOT an example of good telephone etiquette with your teachers?
Calling or messaging them at any time of the day
Greeting your teacher(s) politely
Keeping your message short and simple
Contacting your teacher(s) only during an agreed time
When you need to write down a caller's message, you will ask this question...
May I know your name, Sir?
Could you give us a callback?
May I know what is the message?
Could you give me your number that can be reached?
All of these statements are true except
Greet your caller with a proper greeting
Make a quick hold if needed
Remember all the detailed messages
End the call professionally
You are having a conversation with your colleague and the phone rings. What do you do?
Get the caller’s phone number and call him / her back.
Tell your colleague to wait.
Answer the phone and put the caller on hold.
