Upwork TELEPHONE ETIQUETTE CERTIFICATION 2016

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1. 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?
Answers:
  1. Simply say “sorry I have said whatever I could” and hang up.
  2. Raise your voice and try to reason with the customer.
  3. Ask your co-worker to handle the call.
  4. Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.
  5. Patiently listen until the customer has made his or her extensive complaint, and then begin to reason with him or her.
2. Why is it not advisable to take your cell phone into an important business meeting?
Answers:
  1. 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.
  2. Someone else may need to use your phone in the office, and if you take it in, he or she won’t have it.
  3. The opposite is true — never be more than 5 paces from your phone, and always keep it on.
  4. None of the above
3. 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?
Answers:
  1. Ask the customer for his or her social security number.
  2. Disagree with the customer.
  3. Promise that the internet speed will be double the originally promised speed.
  4. Hang up the call, or transfer the call without saying to where.
  5. None of the above
4. Which information is not necessary for you to leave on your personal voicemail message?
Answers:
  1. Your name
  2. The reason why you are away from the phone
  3. Your Social Security Number
  4. Your number
  5. All of the above
5. How can you convey to your listener that you need to discuss sensitive issues over the phone, such as the exchange of personal and protected information?
Answers:
  1. Tell them you will fax the details.
  2. Tell them you will email the details, although it might be by unsecured e-mail.
  3. Confirm with them whether it is okay to discuss such issues before discussing them.
  4. Avoid these discussions at all costs on the telephone.
6. Why is it not a good idea to always leave a lengthy voicemail message?
Answers:
  1. The message can be truncated, and therefore not communicated properly.
  2. The message may experience a long delay in reaching its destination.
  3. Part of the message may become scrambled and be harder to hear
  4. There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.
  5. All of the above
7. Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?
Answers:
  1. Taking your cell phone on a bungee jump.
  2. Taking your cell phone up a mountain.
  3. Taking your cell phone underwater, even if it is switched off.
  4. Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machinery.
8. In the event that you reach a secretary when making a business call (instead of the voice mail of the person you are calling) how should you address the receiver?
Answers:
  1. Ask for the person you are calling, but refuse to give your name.
  2. Ask for your party’s extension without offering any other information, and seem reluctant if asked.
  3. Ask for the person you are calling and state your name.
  4. Ask for the person you are calling and state your name and the purpose of your call.
9. You have to call up senior executives of your company in different countries to inform them of the proposed date of an international sales conference. What is the best time to call them up?
Answers:
  1. During your office hours.
  2. During the call recipient’s office hours.
  3. Between 9:00 A.M. and 5:00 P.M.
  4. After your office hours.
10. You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
Answers:
  1. True
  2. False
11. Which of the following sentences are appropriate when you are asking for somebody on the phone?
Answers:
  1. Yo, Mr. Jones
  2. Hello, could you please connect me to Mr. Jones?
  3. Get me Mr. Jones, please
  4. Good morning, I was wondering if I could speak to Mr. Jones?
  5. b and d
12. Which of the following is accurate in terms of how you should use your cell phone in public?
Answers:
  1. Talk as loudly as you like — some calls are important and more important than your surroundings.
  2. Use your cell phone sparingly in public, and at a low volume. People should have the option of not listening to your call.
  3. If you get upset at the call, don’t feel the need to restrain from screaming into the phone or throwing it against a wall.
  4. Whisper, even if the receiver cannot hear you properly, as you should never talk at a reasonable volume, even in public.
13. You should smile when you’re on the phone, as it can have which of the following effects?
Answers:
  1. It is an urban myth and has no real effect — the person cannot see you.
  2. It transfers into your tone of voice and can make the call more appealing.
  3. The caller can detect your grin, but not always positively.
  4. The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.
  5. None of the above
14. Which things should you keep in mind while making a call?
Answers:
  1. Not to have a blunt or unfriendly tone.
  2. Being attentive to the customer’s needs.
  3. Whether you are using your own full name or first name, whichever seems more polite in the circumstances.
  4. Whether you are using the customer’s full name (unless you have been permitted by him to use his first name).
  5. All of the above
15. Which of the following is the most polite and most sensible way of handling your cell phone, when at a public performance?
Answers:
  1. Turn the phone off as a rule, followed by ‘silent mode’ if really necessary.
  2. Place on ‘silent,’ even if you don’t expect any calls, as you may have to answer one.
  3. Keep the phone on, but the volume turned down.
  4. Leave your phone at home.
16. From the list below, which are the most important techniques for a positive telephone exchange?
Answers:
  1. Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.
  2. 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.
  3. Trying to get through the call and onto the next user.
  4. Exchanging business secrets that may or may not help each other’s company (but are good stories), followed by dealing with the currentbusiness decision, and ending the call firmly.
17. Which of the following is important when handling a business client with whom you might have a long-term relationship?
Answers:
  1. Make sure all the clients needs are satisfied, i.e. ensuring that you follow up on their concerns and actually getting back to them.
  2. Seeing that their first concern is met, and then letting the call end.
  3. Asking if you can call them back if you are busy, albeit with lunch.
  4. Complimenting them for their choice of business partner, rather than dealing with their concerns.
18. When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?
Answers:
  1. Ms.
  2. Miss
  3. Mrs.
  4. Mr.
  5. None of the above
19. Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
Answers:
  1. “Yes”
  2. “What?”
  3. “Great”
  4. “I see”
20. Why should you generally not answer your business phone on the first ring?
Answers:
  1. It is considered rude.
  2. You don’t look busy enough.
  3. It can catch the caller off-guard.
  4. You should let the phone ring through to your voice mail so you can talk at a time convenient to you.
  5. None of the above
21. You have been given charge of handling all the incoming calls in your office, but the calls are coming in too fast. What should you do?
Answers:
  1. Take the calls after a delay, during which time some disappear, so that you spread them out more.
  2. Ask your co-worker to handle the calls while you go for a long lunch.
  3. Set the phone to record all incoming calls, so you can deal with them later.
  4. Discuss the problem with your supervisor.
22. Which of the following is probably the worst way to end a business call?
Answers:
  1. “Don’t call us, we’ll call you.”
  2. “Thanks for your time. Not.”
  3. “See ya in the next life.”
  4. Just hang up.
  5. They are all equally bad.
23. Which of the following is considered polite if you have an interruption while speaking to a caller?
Answers:
  1. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
  2. Wait 5 minutes, will you.
  3. Got to go — I’ll call you back later.
  4. Wait there, I’ll back.
24. If your business call to someone is unexpected, what should you do?
Answers:
  1. Tell them the purpose of your call and ask them to call you back at their convenience
  2. Leave a message on the voice mail or with the receptionist and ask them to call at their convenience
  3. Email them and ask what the right time for calling would be
  4. Do call them, but first ask if they have time before proceeding with the call.
25. Which of the following is a good idea to keep with you at all times on the phone?
Answers:
  1. Your lunch
  2. A pen and some paper
  3. Safety pins or staples
  4. An additional caller to overhear the call
  5. All of the above
26. Why is it always good to particularize your intention behind the call?
Answers:
  1. It makes the communication clear, and is polite too – do not assume the receiver understands why you are calling them and what you expect of them.
  2. It isn’t, and can be pedantic. It is better to assume that the listener has some degree of intelligence.
  3. Let the caller make assumptions, otherwise it would be rude to specify details.
  4. It shows them you are the boss.
27. Which of the following should be considered while leaving a voice mail message?
Answers:
  1. Leaving a message that is short and to the point.
  2. Being polite and giving a sense of what is expected in return.
  3. Leaving as much information as possible, relatively briefly.
  4. Speaking clearly and succinctly.
  5. All of the above
28. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?
Answers:
  1. Learning all the numbers from 0-9, and various combinations for their use when dialing.
  2. Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line.
  3. Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.
    a and b
  4. All of the above
29. What does ‘screening your calls’ mean?
Answers:
  1. 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.
  2. Applying a safety cover to your cell phone, often a transparent plastic cover called a ‘screen’.
  3. Making a list of all the calls you’ve received in the last month, in order to calculate if your cell phone bill is accurate or not.
  4. Deleting all the missed calls, received calls and dialled numbers from your cell phone.
30. At what time during the day should you try not to make business calls?
Answers:
  1. 7 a.m. to 9 a.m.
  2. 7 p.m. to midnight
  3. 1 p.m. to 3 p.m.
  4. 3 p.m. to 5 p.m.
  5. a and b
31. Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?
Answers:
  1. Having stickers all over your phone.
  2. Having a dangling key chain.
  3. Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.
  4. Having a brightly colored phone that lights up when it rings.
  5. None of the above
32. Which of these factors does not need to be considered before you make a phone call?
Answers:
  1. The person whom you’re calling.
  2. The purpose of your call.
  3. A brief joke to break the ice.
  4. The best time to call.
  5. None of the above
33. When is it acceptable to use the ‘silent’ mode on your cell phone?
Answers:
  1. When you do not want to disturb others around you.
  2. When you are expecting an important call, and do not wish others to be interrupted.
  3. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
  4. When you wish to attend a meeting or a public event, but still wish to know when you have been called or received a voicemail or text message.
  5. All of the above
34. What is ‘cell phone tag’?
Answers:
  1. A playground game where kids chase each other and ‘tag’ the next person who then chases the other kids.
  2. A series of missed calls between two people, whether calls are returned but again the person is not available, are said to be ‘playing cell phone tag.’
  3. The price tag on a cell phone in a shop, whether used or new.
  4. The chip inside the phone that can be replaced, or transferred between compatible networks.
35. Why is ‘Privacy’ considered one of the 7 Pillars of Telephone usage, and generally important when making calls?
Answers:
  1. It makes the call important and secure to both parties, especially when it is a business call.
  2. People like things to be private and secretive – it makes them feel special, like they are tricking the world.
  3. It’s not – privacy should always be secondary to communication and letting everyone know as much as possible.
  4. The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.
    a and d
36. What will happen if you waffle, mumble or speak generically to your listener?
Answers:
  1. The message may not be understood correctly, and confusion may occur.
  2. He or she will lose attention and generally reflect poorly on the caller.
  3. You make the job of communication harder for both of you.
  4. They will probably have to call you back to clarify what is expected.
  5. All of the above
37. How do you speak to someone in a business relationship whom you do not know well?
Answers:
  1. Try and discuss personal matters as it will help you to get to know them — ask about their family, weekends, hobbies.
  2. Keep the conversation polite but business-like, as professionalism is important at all times, until you know them better.
  3. A combination of jokes and business commands.
  4. Grovel a little bit, so they can feel powerful in the business relationship.
38. What is a good way to begin a business call to a person whom you do not know, and who is not expecting the call?
Answers:
  1. Just begin talking business, he or she will realize soon enough.
  2. Interweave what you are talking about with who you are, and the message will be crystal clear.
  3. Spend 5 minutes introducing yourself before getting to the point — it will save time later.
  4. A simple introduction followed by a sentence or two not only shows good phone etiquette, but allows the receiver to set the forthcoming information in context.
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