Customer Service: Proper Phone Etiquette Quiz

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* 1. What is your first and last name?

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* 2. What is your role/title?

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* 3. Where do you live?

WInnipeg, MB

Regina, SK

Saskatoon, SK

Itasca, IL

Vaughan, ON

Tukwila, WA

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* 4. When you answer the phone, you need to say your name and…?

The name of the company.

"Hello!"

"How are you today?"

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* 5. Why are telephone greetings so important?

It is the first impression.

It shows that you are happy.

It shows that you are polite.

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* 6. What is important about your voice?

The volume.

The speed.

The tone.

All of the above.

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* 7. When putting a caller on hold, what do you need to say or ask?

Ask if it is ok to put the caller on hold.

"Would you like to be put on hold?"

"I apologize for the inconvenience."

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* 8. When taking a caller off hold, what should you say?

“I apologize for the inconvenience.”

“Thank you for holding.”

“I told you it was not going to be long.”

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* 9. Who should end the phone call first?

The person who answered.

The person who called.

It doesn’t matter.

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* 10. What item(s) listed below are considered OK while answering the phone?

Chewing gum.

Listening to the low music in the background.

Smoking

You shouldn't have any distractions of any kind.

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* 11. Besides having a paper and pencil ready, why would you ask the caller for their phone number?

In case the call gets disconnected.

To show the caller, you are polite and considerate.

In case the caller is rude. This way, you can call him back.

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* 12. When you leave a message in someone’s voicemail, what is most important?

Say the date and time.

Say your telephone number.

Ask to call back.

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* 13. 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.