Telephone Skills
Authored by Sarah Williams
English
11th Grade
CCSS covered
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25 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the appropriate way to answer a business phone call?
"Hey, what's up?"
"Hello, this is [Your Name] from [Company Name], how can I help you?"
"Yo, talk to me."
"Speak."
Tags
CCSS.L.1.6
CCSS.L.3.6
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which of the following phrases is most appropriate for politely interrupting someone on the phone?
"Wait a minute!"
"Hold on!"
"Excuse me, may I say something?"
"Stop talking!"
Tags
CCSS.L.1.6
CCSS.L.3.6
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the best response if you did not understand what the caller said?
"What?"
"Can you repeat that, please?"
"Speak up!"
"Never mind."
Tags
CCSS.L.1.6
CCSS.L.3.6
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which of the following is an example of good telephone etiquette?
Eating while talking
Speaking clearly and politely
Using slang and jargon
Interrupting the caller frequently
Tags
CCSS.L.1.6
CCSS.L.3.6
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If you need to transfer a call to another department, what should you say?
"I can't help you, call someone else."
"Please hold while I transfer your call to the appropriate department."
"Just a second, I'll get someone else."
"I don't know, let me find out."
Tags
CCSS.L.1.6
CCSS.L.3.6
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which of the following is a common telephone vocabulary term for ending a call?
Hang up
Pick up
Dial
Ring
Tags
CCSS.RI.9-10.4
CCSS.RI.9-10.4
CCSS.RI.11-12.4
CCSS.RI.7.4
CCSS.RI.8.4
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
In a telephone conversation, what does the term "hold the line" mean?
To disconnect the call
To wait on the phone
To transfer the call
To speak louder
Tags
CCSS.RI.9-10.4
CCSS.RI.9-10.4
CCSS.RI.11-12.4
CCSS.RI.7.4
CCSS.RI.8.4
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