Upwork Telephone etiquette Test Answers 2018
35 Answered Test Questions
1)You have been given changed of handing all the incoming calls in your office, but the calls are coming in too fast. What should you do?
a)Take the calls after a delay, during which time some disapper, so that you spread them out more.
b)Ask your co-worker to handle the calls while you go for a long lunch
.c)set the phone to record all incoming calls, so you can deal with them later.
d)Discuss the problem with your supervisor.
2)How do you speak to someone in a business relationship whom you do not know well?
a)Try and discuss personal matters as it will help you to get to know them __ ask about their family weekends, hobbles,
b)Keep the conversation polite but business like, as professionalism is important at all times, until you know them better,
c)A combination of jokes and bussiness commands.
d)Govel a little so they can feel powerful in the business relationship.
3)Which of these factors does not needs to be considerd before make a phone call?a)The person whom you're calling
b)The Purpose of your call
c)A brief joke to break the ice.
d)The best time to call
e)None of the above
4)You should not talk about personal issues on a bussiness call until you have established a personal realationship with your bussiness contact.
a)True
b)False
5)You should smile when you're on the phone, as it can have which of the following effects?
a)It is an urban myth and has no real effect ___ the person cannot see you.
b)It transfers into your tone of voice and can make the call more appealing.
c)The caller can detect your grin, but not always positively.
d)The receiver may decide to plug in a webcam as a result of detecting your smile telepathically
.e)None of the above.
6)When you are addressing a woman and are unsure of her ,arota; status, which of the following titles should you use?
a)Msb)Miss
c)Mrs.
d)Mr.
e)None of the above.
a)Msb)Miss
c)Mrs.
d)Mr.
e)None of the above.
7)Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?
a)Talking your cell phone on a bungee jump.
b)Talking your cell phone up a mountain.
c)Tallking your cell phone underwater even if it switched off.
d)Daililng and driving, or speaking on your phone without use of a handfree device while behind the wheel or operating machinery.
8)Which of the following is a good idea to keep with you to all times on the phone?a)Your lunch
b)A pen and some Paper
c)Safety pins or staples
d)An additional caller to overhear the calle)All of the above
9)A Company employee calls the help desk of an internet service provider to report that the speed of the internet is below the promised speed. Which of the following would be an appropriate action to take?
a)Ask the customer for his or her social security number.
b)Disagree with the customer.
c)Promise that the internet speed will be double the originally promised speed.
d)Hang up the call or transfer the call without saying to where.
e)None of the above.
10)Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?
a)Having stickers all over you phone.
b)Having a dangling key chain.
c)Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.
d)Having a brightly colored phone that lights up when it rings
e)None of the above.
11)Why is it not advisable to take your cell phone into an important business meeting?
a)It is rude if it rings and you are with a client or it rings during an important company meeting especially if you answer it.
b)Someone else may need to use your phone in the office and if you take it in he or she won't have it.
c)The opposite is true_ never be more than 5 paces from your phone and always keep it on.
d)None of the above.
a)It is rude if it rings and you are with a client or it rings during an important company meeting especially if you answer it.
b)Someone else may need to use your phone in the office and if you take it in he or she won't have it.
c)The opposite is true_ never be more than 5 paces from your phone and always keep it on.
d)None of the above.
12)Which of the following is important when hadling a bussiness client with whom you might have a long term relationship?
a)Make sure all the clients needs are satisfied, i.e ensuring that you follow up on their concerns and actually getting back to them.
b)Seeing that their first concern is met, and then letting the call end.
c)Asking if you can call them back if you are busy albeit with lunch
d)Complimenting them for their choice of bussiness partner, rather than dealing with their concerns.
13)During the course of your work, you answer a telephone call from an angry customer who has a lot to say How should you deal with the situation?
a)Simply say "sorry I have said whatever I could and hang up.
b)Raise your voice and try to reson with the customer.
c)Ask your co-worker to handle the call.
d)Ask the customer to call again after some time, and be prepared with your answer the next time he or she calls.
e)Patiently listen until the customer has made his or her extensive complaint and then begin to reason with him or her.
c)Ask your co-worker to handle the call.
d)Ask the customer to call again after some time, and be prepared with your answer the next time he or she calls.
e)Patiently listen until the customer has made his or her extensive complaint and then begin to reason with him or her.
14)In the event that you reach a sevretary when making a bussiness call (instead of the voice mail of the person you are calling)how should you address the receive?a)Ask for the person you are calling, but refuse to give your name.
b)Ask for you party's extension without offering any other information, and seem reluctant if asked.
c)Ask for the person you are calling and state you name.
d)Ask for the person your are calling and state your name and the purpose of your call.
15)Why is "Privacy" considerd one of the 7 Pillars of Telephone usage and generally important when making calls?
a)It makes the call important and secure to both parties, especially when it is a business call.
b)People like things to be private and secretive it makes them feel special like they are tricking the world
c)It's not privacy should always be secondary to communication and letting every one know as much as possible.
d)The information could be damaging if leaked into the wrong hands especially in the case of finacial or legal decisions.
e)e and d
16)Which of the following are conssiderd skillful techniques for someone learning how to use a complicated telephone system?
a)Learning all the numbers form 0-9 and various combinations for their use when dialing .b)Knowing when to cut someone off, transfer them drop the call, or otherwise pretend there is interface on the line.
c)Using a switchboard keeping people on hold transfering calls, and generally dealing with multiply callers.
d)a and b
e)All of the above.
17)Which of the following is not an active listening word that will let the party know that your are attentive to their phone call?
a)"Yes"
b)"What?"
c)"great"
d)"I see"
18)When is it acceptable to use teh silent mode on your cell phone?
a)When you do not want to disturb others around you.
b)When you are expecting an important call, and do not wish others to be interrupted.
c)When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
d)When you wish to attend a meeting or a public event, but still wish to know when you have been called or reveived a voicemail or text message.
e)All of the above.
19)Which information is not necessary for you to leave on your personal voicemail message?
a)Your name
b)The reson why you are away from the phone
c)Your social Security Number
d)Your numbere)All of the above
20)From the list below, which are the most important techniques for a positive
telephone exchange?
a)Speaking clearly and politely througout the exchange and dealing succinctly with the business concern.
b)A friendly start to the call , getting the information across as rapidly as possible followed by making sure the information is accurate as a secondary concern.
c)Trying to get through the call and onto the next user.
d)Exchange bussiness secret that may or may not help each other company (but are good storis) followed by dealing with the current business decision and ending the call firmly.
a)Speaking clearly and politely througout the exchange and dealing succinctly with the business concern.
b)A friendly start to the call , getting the information across as rapidly as possible followed by making sure the information is accurate as a secondary concern.
c)Trying to get through the call and onto the next user.
d)Exchange bussiness secret that may or may not help each other company (but are good storis) followed by dealing with the current business decision and ending the call firmly.
21)You have to call up serior executives of your company in different countries to inform them of the proposed date of an international sales confernce What is the best time to call them up?
a)During you office hours.
b)Durinig the call recipients off hours.
c)Between 9:00 A.M and 5:00 P.M
d)After you office hours
22)Which things should you keep in mind making a call?
a)Not to have a blunt or unfriendly tone.
b)Being atterntive to the customer's needs
c)Wheather you are using your own full name or first name. Whichever seems more polite in the cirumstances.
d)Wheather you are using the customer's full name (unless you have been premitted by him to use his first name)
e)All of the above.
23)If your business call to somone is unexpected, what should you do?
a)Tell them the purpose of your call you back at their convenience
b)Leave a message on the voice mail or with the receptionist and ask them to call at their convenience
c)Email them and ask what the right time for calling would be
d)Do call them but first ask if they have time before proceeding with the call.
24)What will happen if you waffle, mumble or speak generically to your listenr?
a)The message may not be understood correctly and confusion may occur.
b)He or she will attention and generally reflect poorly on the caller.
c)You make the job of communication harder for both of you.
d)They will probably have to call you back to clarify what expected.
e)All of the above.
25)How can you convery to your listener that you need to discuss sensitive issues over the phone, such as the exchange of personal and protected information?a)Tell them you will fac the details
b)Tell them you will email the details although it might be by unsecured email.
c)Confirm with them wheather it is okay to discuss such issues befor discussing them.
d)Avoid these discussions at all costs on the telephone.
26)Which of the following sentences are apporpiate when you are asking for somebody on the phone?
a)Yo, Mr. Jones
b)Hello, could you please connect me to Mrr.Jones?
c)Get me Mr. Jones, please
d)Good moring, I was Wondering if I could speak to MR. jones?
27)Which of the following should be considered while leaving a voice mail message?a)Leaving a message that is short and to the point
b)Being polite and giving a sense of what is expected in return.
c)Leaving as much information as possible relatively briefly.
d)Speaking clearly and succinctly
e)All of the above.
28)What does 'screenig your calls' mean?
a)Choosing which calls to answer and which not to answer, based on the name or number (or absence of a number) that shows up when about to receive the call.
b)Applying a safety cover to your cell phone, often a tranparent plastic cover called a screen.
c)Making a list of all the calls you've recevied in the last month in order to calculate if you cell phone bill is accurate or not.
d)Deleting all the missed calls, received calls and dialled numbers form your cell phone.
29)What is good way to begin a business call to a preson whom you do not knowm and who is not expecting the call?
a)Just begin talking business, her or she will realize soon enough.
b)Interweave what you are talking about with who you are and the message will be crystal clear.
c)Spend 5 minutes introducing yourself before getting to the point ___ it will save time later.
d)A simple introduction followed by a sentence or two not shows good phone etiquette but allows the reveiver to set the forthcoming information in context.
30)Why is it always good to particularize your behind the call?
a)It makes the communication clear, and is polite too do not assume the receiver understand why upi are calling them and what you expect pf tje,/
b)It is'nt and can be pedantic. It is better to assume that the listener has some degree of intelligence.
c)Let the caller make asumptions otherwise it would be rude to specify details.
d)It shows them you are the boss.
31)Which of the following is considered polite if you have an interruption while speaking to a caller?
a)Excuse me for a moment please I will be back in a matter of seconds. Is that Okay?
b)Wait 5 minutes will you.
c)Got to go _ I'll call you back later.
d)Wait there I'll back
c)Got to go _ I'll call you back later.
d)Wait there I'll back
32)Which of the following is accurate in terms of how you should use your cell phone in public?
a)Talk as loudly as you like___ some calls are impotant than your surroundings.
b)Use your cell phone sparingly in public, and at a low volume People should have the option of not listening to your call.
c)If you get upset at the call, don't feel the need to restrain form screaming into the phone or throwing it against a wall.
d)Whisper, even if the receiver cannot hear you property, as you should nerver talk at a reasonable volume, even in public.
33)Why should you generally not answer your bussiness phone on the fist ring?
a)It is considerd rude.
b)You don't look busy enough.
c)It can catch the caller off-guard
d)You should let the phone ring through to your voice mail so you can talk at a time convernient to you.
e)None of the above
34)Which of the following is the most polite and most sensible way of handing your cell phone. when at a public perfomance?
a)Turn the phone off as a rule, followed by slient mode if really necessary.
b)Place on silent even if you don't expect any calls as you may have to answer one.
c)Keep the phone on , but the volume turned down.
d)Leave your phone at home.
35)Which of the following the worst way to end a business call?
a)"Don't call us, we'll call you."
b)Thanks for your time Not.
c)See ya in the next life.
d)Just hang up.
e)They are all equally bad.
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