Telephone Etiquette

What should you do if you answer a call and you cannot hear the caller clearly?

• Ignore the call

• Ask the caller to repeat themselves

• Hang up immediately

• Speak louder

When should you hang up the phone?

• After you’ve said goodbye

• When you’re done talking

• When you’re bored

• When you have to go to the bathroom

Which of the following is a good practice when leaving a voicemail?

• Speak too fast so you can finish quickly

• Provide your contact information and the reason for your call

• Speak in a quiet, uninterested tone

• Hang up without leaving a message

How should you start a professional call?

• “Hey, what’s up?”

• “Hello, this is [Your Name] from [Your Company/Organization]. How can I help you today?”

• “Yo!”

• “It’s me.”

If you are putting someone on hold, what is a polite thing to do?

• Just put them on hold without any explanation

• Tell them to hold on

• Let them know you are putting them on hold and thank them for waiting

• Leave them on hold without saying anything

What is the best way to handle a wrong number call?

• Hang up immediately

• Give them a hard time

• Ignore their questions

• Politely inform the caller they have reached the wrong number and offer to help if you can

What should you avoid during a phone call?

• Multitasking

• Speaking clearly

• Listening actively

• Taking notes

If you’re taking a message, what is important to include?

• The caller’s phone number

• Only the message

• Just the caller’s name

• The caller’s name, phone number, and the message

It’s okay to use slang during a professional phone call.

• True

• False

You should always speak slowly and clearly while on a call.

• True

• False