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WorksheetsSOAL ULANGAN HARIAN BERKOMUNIKASI MELALUI TELEPON
Total questions: 20
Worksheet time: 15mins
What is the first thing you should say when answering a business phone call?
“Wait a minute.”
“Who is this?”
Good morning, PT Sejahtera, Aisyah speaking. How can I help you?”
“Please call later.”
What is an appropriate way to end a business phone call?
“I have to go.”
“Goodbye.”
“See you later.”
“Thank you for calling, have a great day!”
What does “May I help you?” mean?
You refuse to help.
You offer assistance to the caller.
You want to end the call.
You cannot hear the caller.
What does “Who’s calling, please?” mean?
Asking the caller’s purpose.
Asking the caller’s name politely.
Asking the caller to speak louder.
Asking the caller to end the call.
A receptionist should answer a phone call within…
1 ring
2–3 rings
10 rings
5–7 rings
Which phrase is commonly used to ask for someone on the phone?
“Can I speak to Mr. John, please?”
“Where is Mr. John?”
“John! Pick up the phone!”
“Give me John.”
What should you say if you want to verify the spelling of the caller’s name?
“Say your name letter by letter.”
“Your name is hard.”
“Could you spell your name for me, please?”
“How do you write that?”
What should you say if you want to confirm an appointment?
“Repeat the schedule!”
“Tell me again!”
“The meeting is Thursday, right?”
“Just checking: our appointment is on Friday at 3 p.m., Is that correct?”
When asking for the caller’s phone number, you say…
“Tell me your number now.”
“Phone number, please.”
“May I have your phone number, please?”
“Write it down.”
Which sentence is used to politely ask the caller to repeat information?
“Say that again!”
“What did you say?”
“I’m sorry, could you kindly repeat that?”
“Repeat!”
Which phrase is the most polite when the caller is speaking too quietly?
“You’re too quiet.”
“Speak louder!”
“I’m sorry, could you please speak a little louder?”
“I can’t hear anything.”
A caller is angry because they have been transferred multiple times. What should you say FIRST?
“Calm down.”
“Not my fault.”
“I apologize for the inconvenience. Let me assist you directly.”
“You should have explained better.”
Which action shows GOOD phone etiquette?
Eating during a call
Speaking casually
Smiling while talking to create a friendly tone
Cutting off the caller
If the caller wants to speak to someone who is unavailable, what do you offer?
“Call later.”
“Try someone else.”
“Would you like to leave a message?”
“Stop calling them.”
If the call is urgent, what is the best response?
“We’re busy right now.”
“Wait until tomorrow.”
“I will prioritize your call and contact the department immediately.”
Try emailing instead.”
What is the correct closing for a professional call?
“Bye!”
See you.”
“Thank you for calling. Have a nice day.”
“End.”
What is appropriate if the caller speaks too fast?
“Slow down!”
“Stop talking so quickly.”
Could you please speak a little more slowly?”
“Repeat everything.”
A professional tone means:
Calm and respectful
Emotional
Annoyed
Casual
Jika penelepon marah, petugas sebaiknya…
Membalas dengan nada tinggi
Menutup telepon langsung
Tetap tenang dan mendengarkan
Memotong pembicaraan
Etika dalam mencatat pesan telepon adalah…
Menulis seadanya
Mengabaikan hal penting
Mencatat nama, nomor, dan pesan secara lengkap
Menghafal saja
