The Office Phone Etiquette Quiz will test your knowledge of a variety of business phone etiquette topics.
1. If you are in a peer's office and you answer the phone for them, it is inappropriate to say "who's calling please".
a. Trueb. False
2. In the unlikely event that you reach a receptionist or secretary when making a business call (instead of voice mail of the person you are calling), how should you address the call taker?
a. Ask for the person you're callingb. Ask for your party's extension without offering any other information
c. Ask for the person you're calling for, state your name and purpose for calling
d. Ask for the person you're calling for, and state your name
3. The single most important factor in leaving a voice mail message is ------.
a. Leave a message that's short and to the pointb. Humor
c. Leaving as much information as possible
d. Speaking clearly and succinctly
4. You should never take a business call at lunch even if co-workers lunching with you don't mind.
a. Trueb. False
5. What does not need to be a consideration before you make a phone call?
a. Who you are callingb. The purpose of your call
c. The best time to call
d. A brief joke to break the ice
6. You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
a. Trueb. False
7. If you need to discuss sensitive issues over the phone (including exchanges of personal and protected information) how should you handle it with your phone companion?
a. Tell them you'll fax the informationb. Confirm with them it's OK to discuss before discussing it
c. Tell them you'll email it
d. Avoid these discussions at all costs on the telephone
8. It is said you should make business calls during the time of day most people are freshest to receive them. When is this?
a. 8 a.m. to 10 a.m.b. 10 a.m. to noon
c. 1 to 3 p.m.
d. 3 to 5 p.m.
9. If your business call to someone will be unexpected, what should you do?
a. Tell them the purpose of your call then ask them to call you back at their convenienceb. Leave a message on voice mail or with a receptionist and tell them to call at their convenience
c. Email them and ask what a good time for calling would be
d. Call them, but first ask if they have time, before proceeding with the call
10. What is not an active listening word that will let your party know you are listening while on a business phone call?
a. "What?"b. "Yes"
c. "I see"
d. "Great"
11. Why should you keep a pad and pen near the phone for use during business calls?
a. To jot down things your party says so you remember themb. To jot down notes about other things you need to do
c. To jot down ideas to suggest to your party
d. To help script your call so you don't forget anything
12. The 7 "P"s of business phone etiquette should include (among other topics) preparation, purpose, and what else?
a. Practiceb. Privacy
c. Packaging
d. Pinpointing
13. Why should you generally not answer your business phone on the first ring?
a. It's rudeb. You don't look busy enough
c. You should let the phone ring through to your voice mail so you can talk at a time of your choosing
d. It can catch the caller off-guard
14. You should smile when you're on the phone; it "shows" through the phone.
a. Trueb. False
15. What information is not necessary for you to leave on your personal voice mail?
a. The reason you're away from the phoneb. Today's date
c. Your name
d. Your title