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Test answers for Telephone Etiquette 2020

(96, CL) Last updated: February 28
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96 Answered Test Questions:

1. What is the best time to call the customer/ patient’s home?


• Do not call a patient, customer or client's home before 8:00 AM or after 9:00 PM, unless they've given you permission to do so.

• You can call them anytime you want as you need to complete your job.

• You can start calling at 6:00 AM the soonest and 11:00 PM the latest.

• Call them according to your time zone.

2. When a customer explains the reason they're calling, which would be the most confident and reassuring response to acknowledge their statement?


• "Ok. Can I have your (identifying information: i.e. phone #, order #, customer #)?

• "Let me see what I can do."

• "I understand and I can help you with that."

• "You need to speak to another department. I'll transfer you."

3. When answering a cell phone you should:


• Announce your name when taking the call.

• Don't say anything until you know who is calling.

• Answer immediately, regardless of circumstances.

• Say, "Who is this?" Before discussing anything.

4. Before hanging up the phone:


• Always end the phone call pleasantly.

• (All of these choices)

• Let the caller hang up first.

• Be sure you have answered all the caller's questions.

5. While speaking with a customer it is OK to


• Use a chat service

• Take notes

• Read articles

• Check emails

6. What should you do when you take a person off of hold:


• Tell them everyone is busy and ask if they can call back at another time.

• Tell them they would get a quicker response if they emailed their question.

• Tell them that they could find an answer with your online chat support team.

• Thank them for holding and transfer the call if appropriate.

7. When calling someone you do not know you should:


• Be familiar and friendly.

• Be courteous and professional and let the person know why you are calling.

• Ask some personal questions.

• Talk about sports as an ice breaker.

8. When leaving a voicemail you should:


• Tell the person if you don't hear from them you will call again.

• Ask the person to call you back later that night.

• Demand action immediately in a loud and angry voice.

• Speak clearly and let the person know why you called.

9. When transferring a phone call you should:


• Send the caller to voicemail.

• Transfer the call without any delay.

• Place the caller on hold and transfer the call before telling them.

• Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.

10. When you call someone with a problem you should:


• Introduce yourself and your company and state why you are calling

• Ask to speak with a manager

• Tell them to help you immediately

• Raise your voice to the first person who answers

11. How long should the phone ring before you answer while you are busy at the office?


• Answer the phone before the third ring.

• Answer the phone in the last ring, as you are busy.

• Do not answer the phone. Let it ring you can always call back.

12. When answering the phone and trying to learn who is calling you should say:


• May I ask who is calling?

• Who is this?

• I will put you through

• What is your name?

13. To place a call on hold you should:


• Transfer caller to someone else

• Tell caller to hold

• Ask if they would be willing to hold

• Just place caller on hold

14. Proper telephone etiquette:


• Is important because your boss expects it

• Is important because it is politically correct

• Is important for promoting a proper professional image of your organization

• Is not necessary because business moves too fast and time is money

15. How important is your voice inflection and tone to a customer when answering their call?


• Unimportant

• Very Important

• Undecided

• Important

16. When you answer the phone you should NOT:


• Be too friendly

• Be too helpful

• Answer too soon

• Chew gum or eat food

17. When making phone calls you should:


• Identify yourself.

• All of the above.

• Identify the purpose of your call.

• Ask to speak with the department that can help you.

18. If a customer is very upset, using profanity, and insulting you personally, what is the best approach to handling the call?


• Disconnect them without warning.

• Put them on hold without explanation and get a supervisor.

• Wait for the customer to pause, apologize if appropriate, explain you're willing to assist and if they're not satisfied with the result, you will escalate to a supervisor.

• Warn them that you'll hang up if they keep swearing or yelling.

19. Should you check back with a customer if you are keeping them on mute/hold while researching an issue that is taking longer than expected?


• If there is hold music and I explained it may take a few minutes, it shouldn't matter.

• Try to fill as much of the silence with idle chat while researching so there isn't "dead air".

• No, it's more important to focus on finding the right answer.

• Yes, and depending how long it's taking, apologize for the delay.

20. What type of speech should you avoid using on the phone?


• All of these

• Bad language

• Slang words

• Technical words or abbreviations

21. True or False: Courtesy is as important in speaking over the phone as in talking to people face to face.


• False.

• True.

22. When ending a call you should:


• Thank the person for calling when appropriate and let the caller know you will give the supervisor the message.

• Say "goodbye" and hang up as quickly as possible.

• Put the handset down firmly.

• Promise them the supervisor will call them back.

23. Why is it important to be at your desk, ready to start taking calls at the scheduled start time of your shift?


• So I'm not considered tardy and lose my bonus.

• It is part of my annual review and I want good scores.

• If I don't and everyone else does, it makes me look bad.

• Shifts are generally scheduled to handle the amount of calls forecasted based on historical data.

24. True or False: The sound of our voice and how we use it can say a lot about us. We can show: Professional, Depression, Sleepy, Hatred, Inattentiveness, Busy, Irritation, and Positiveness.


• True

• False

25. What following information should be included when taking a phone message for some one?


• If the caller wants a return phone call. Phone number at which the caller can be reached

• Date and time of call

• Caller’s name and company name if applicable

• What the call is regarding

• (all of these)

26. True or False: Always make it a habit of receiving personal calls at work.


• False

• True

27. When making phone calls you should:


• Just say whatever comes to mind.

• Find out who to talk to before you call.

• Know the purpose of your call and plan what you have to say.

• Have a script ready but don't follow it.

28. On a standard call, what is the most appropriate way to close before hanging up?


• Ask if there is anything else you can do to assist, thank them, and "brand" the call appropriately.

• Ask if they're willing to compliment you to your supervisor if you get them on the phone.

• Tell them that is all and to have a nice day.

• Engage in small-talk.

29. What is important about your voice?


• all of the above

• tone

• speed

• volume

30. Should you tell the customer your name when first answering the call?


• Make up a name so not to give your real name.

• Yes.

• Only if they ask it.

• No, I prefer not to give my name.

31. When you recieve a call that is a wrong number you should:


• Say: "I'm sorry, you must have the wrong number. What number were you calling?"

• Just hang up.

• Laugh and say, "I do that all the time."

• Try to make a customer out the the caller.

32. It is acceptable to interrupt a customer when you have something to say.


• False

• True

33. If a customer is placing an order, despite it taking more time, why is it important to verify the item description before placing the order?


• Verifying the description of the item may make the customer realize they gave the wrong item number to fix on the spot rather than them receiving the wrong item and having to return it.

• Because customers usually miss things like the difference between o's and zero's, etc.

• I usually don't worry about it because if they provide the wrong item number, it's not my fault if they get the wrong thing.

• So I don't get blamed when the customer calls in to return the wrong item.

34. What are the essential professional components of any telephone call?


• Call back in an hour

• Please and thank you

• Hold please

35. When you are angry with someone on the phone you should:


• Take a breath and clearly and calmly tell them what you are upset about.

• Hang up.

• Ask to speak to their manager.

• Yell at them and tell them you want better service.

36. A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?


• Avoiding small talk and pushing the customer through the order process.

• Prompting a customer politely for the information you're required to obtain by asking questions and leading them through the order process, vs. waiting for them to provide it on their own.

• Trying to get a customer to finish their order despite having some buyers remorse.

• Telling a customer what you think they want to hear about a product to complete the order, despite having limited personal knowledge of it.

37. A customer on the phone can hear you smile.


• False

• True

38. If finding a solution to a problem is taking longer than expected, what should you do?


• Transfer them to someone else

• Ask them to call you back later

• Leave them on hold until you have the answer

• Check in to notify you are still working on their issue

39. When writing down phone messages you should:


• Get the phone number and first name.

• Accurately record all the callers information and the best time to call back.

• Just ask them to call back.

• Take the next phone call and remember to write the message down later.

40. A proper way to answer the phone is to:


• Say "Why are you calling?"

• Say "Can I help you?"

• Greet caller, identify the organization, then yourself

• Say "Hello"

41. If your voice is positive and full of energy it tells the customer:


• You have had too much coffee

• You want to help with any needs they have

• You are trying to be professional

• You just heard a good joke

42. Besides having a paper and pencil ready, why would you ask the caller for their phone number?


• In case the call gets disconnected

• in case the caller is rude, you can call him back later

• to show the caller you are polite and considerate

43. After being asked the same question by the 5th customer, what do you do?


• Hint that you have been answering this question all day

• Pretend to have to find the answer

• Act as if it were asked to you the 1st time

• Tell them "I get a lot of this"

44. Does your physical body language affect how you sound on the phone?


• Undecided

• Maybe a little

• "Definitely not, I sound the same no matter how I sit."

• Absolutely

45. What should you do before you clear a transferred call!


• Check back to make sure on-hold call is answered.

• Nothing is required, just transfer the call.

• Stay on the line to make sure transfer was complete.

46. True of false? It is okay to blind transfer a call when there are many calls in queue.


• False

• True

47. If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?


• To potentially correlate problem calls with certain order items to determine trends.

• So we know what type of a problem a customer is likely to have when they call.

• To improve marketing efforts by targeting customers who frequently place orders.

• (All of these choices)

48. When in a meeting one should NOT:


• Place your cell phone on the table so everyone can see it.

• Silence your cell phone.

• Take notes.

• Turn off your cell phone.

49. When you receive a cold call for your boss you should:


• Ask who is calling and for what purpose

• Transfer the call to your boss right away

• Set an appointment for the sales person to see your boss

• Promise to have someone call back

50. When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away, you should respond with . . .


• He/ She went to Florida for a week, may I take a message?

• I am sorry; He/ She is on vacation for two weeks. May I take a message?

• I am sorry; He/ She is not available right now. May I take a message and have him/her get back to you as soon as possible?

• Here, let me get you his/ her number and you can contact him/ her via their cell.

51. How long should someone be kept on hold?


• As long as it takes

• It depends on what they want

• 1 minute or less

• 9 minutes

52. How do you place a caller on hold?


• “Can you please hold briefly while I get your file?”

• “Would you hold while I get your file?”

• “I got to get your file, please hold on”.

• Hold on while I get your file.

53. What item(s) listed below are considered OK while answering the phone?


• chewing gum

• You shouldn't have any distractions of any kind

• smoking

• Listening to the low music in the background

54. When answering the phone you should:


• Speak loudly and slowly

• Speak in a normal tone of voice

• Keep your voice down

• Pause before saying hello

55. Why is it important to dial the correct number?


• Both are correct.

• You don’t risk disturbing others.

• You save time and confusion.

56. How closely should you hold the phone to your mouth?


• In a crook between your neck and shoulder.

• It doesn't matter as long as they can hear you.

• At least 4 inches away.

• Two finger widths away.

57. If company policy dictates that only a certain group of people are able to complete certain actions, but you know how to do it and the customer is growing impatient, should you help them anyway?


• Definitely not, it's out of my hands.

• Only if the customer sounds nice and I ask their permission.

• Adhering to company policy is important, but I might ask my supervisor's approval because I know the other group is busy.

• Yes. Helping the customer is the most important thing, regardless of what I may have been told.

58. When someone calls you with a problem and you don't know what to do you should:


• Ask them to check on the internet

• Get the callers name and problem, along with phone number, ask if you can place them on hold and find out who can help them.

• Ask them their phone number and offer to call back when you have an answer

• Say "I don't know, let me check on that." Then place them on hold.

59. When screening calls, the proper response to a request to talk to your boss is:


• He/She is unavailable to take your call

• Ok, I will put you right through

• He/She is out golfing for the day

• May I ask what this is regarding?

60. What is the most important measure of how successful the call was?


• Getting the customer off the phone as soon as possible even if it requires a callback, in order to move on to the next call.

• Adhering exactly to the script given to you, whether or not it is appropriate for the reason or the tone of the call.

• Professionally resolving the customer's reason for calling within a reasonable amount of time.

• How happy the customer sounded.

61. All of the following are ways a salesperson can make a good impression on the phone, EXCEPT:


• taking adequate time

• placing the caller on hold

• making adequate preparation

• showing courtesy and respect

62. When answering a cell phone you should:


• Cover your mouth while talking.

• Be aware of your speaking volume.

• Talk as loudly as possible so the caller can hear you.

• Talk as quietly as possible so other people don't hear you.

63. When you answer the phone your voice should be:


• Uninterested and distant

• Inhuman and robotic

• Pleasant and Happy

• Business-like and to the point

64. If you have to spend a large amount of time trying to help a customer only to find it has to go to another department, should you cold transfer the call and let them re-explain the situation or warm transfer and tell the other department what you've found thus far before connecting the customer?


• Cold transfer the call so not to take up the customer's time.

• It makes no difference, I can't resolve the situation for the customer.

• Warm transfer so you can forewarn your co-worker that the customer isn't very nice.

• It is best for the customer and the co-worker receiving the call to supply as much information as possible to avoid rework.

65. When you make a call that is a wrong number you should:


• Apologize and state the number you were calling.

• Ask if whoever you called can help you.

• Ask them to look up the correct number for you.

• Just hang up.

66. How do you answer the phone at the office?


• Hello this is Jane, Please hold.

• “Thank you for calling ABC company. This is Jane. How may I assist you?”

• Hello this is Jane, “what are you calling for?”

• “ABC Company, Jane here, Hello?”

67. When calling a company you should:


• Be prepared to tell a friendly story

• Talk to anyone, just get your problem resolved.

• Make your conversations brief and to the point.

• If the person you are calling is not available just say: "I'll call back later."

68. How do you hang up a call?


• Hang up before the caller does, as this shows that you are busy at the office.

• “Please do not call back again. Thank you.” Then hang up.

• Let the caller hang up first. This shows the caller that you aren’t in a hurry to get off the phone with them.

69. When you successfully transfer a call, you should:


• Answer the next call

• Just hang up

• Stay on the line and announce your transfer to the caller

• Get off the phone as quickly as possible

70. When using a headset you should:


• Be aware of what the customer can hear in the background

• Speak louder

• Hold the microphone away from your mouth

• Put the customer on speaker phone

71. When receiving calls it is important to:


• Be aware of the timezone.

• Speak in an inviting voice.

• Get through each call as quickly as possible.

• Look your best.

72. After a long day on the phones and you see the next call, what do you do?


• Make an effort to answer as if it were your first call

• Recognize you are burnt out

• Take a break, let it go back to queue

• Let your Manager know you can't answer the call

73. If your phone rings in the middle of a meeting you should:


• Take the call if it is more important than your meeting.

• Look at who is calling to decide whether or not to take it.

• Silence your cell phone and listen to voice messages later.

• Answer the phone only if it is family.

74. When taking a customer's credit card information, why is it important to be thorough in verifying it?


• Because the slightest mis-entry can cause the card to come back as declined.

• There are a lot of numbers on credit cards

• Credit card fraud is a serious issue.

• A lot of my customers are elderly and have a hard time reading their card.

75. When you need to transfer a call to another person, you should:


• Ask permission from caller to transfer the call

• Say, "I can't help you, but I will transfer you to someone who can"

• Say, "I am transferring you"

• Ask caller to call back at a different time

76. When you leave a message in someone’s voicemail, what is most important?


• Request a call back

• Say your phone number

• Say the date and time

77. When busy and answering the phone you should:


• Give one word answers.

• Talk slowly and clearly.

• Speak as fast as possible.

• Ask them to call back at another time.

78. When you have a person on speaker phone you should:


• Let them know they are speakerphone.

• Speak clearly.

• Let them know who else is in the room.

• (All of these choices)

79. The proper steps to follow during the initial 10-15 seconds of a phone call is to:


• Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose

• Answer call on 5th or 6th ring and say "please hold"

• Answer and ask who is calling

• Don't answer the call. Let it go directly to voicemail

80. When setting up your cell phone you should:


• Never set up the voicemail.

• Have the ring loud and distinctive so everyone knows it is your phone.

• Choose a normal, non-disruptive ring tone.

• Always have it on vibrate.

81. What is the correct procedure to follow when placing the customer on hold?


• Just simply put the customer on hold

• Tell the client, "just a moment"

• Don't put the customer on hold, simply put him on mute

• Ask permission from the client, provide the reason are you putting him on hold, and provide timeframe

82. When the caller is calling for your boss and he or she is not available for personal reasons, you should:


• Tell them that they are out for a long lunch.

• Tell them they are having family problems.

• Offer to take a message or see if you or anyone else can help them.

• Tell them they are on vacation.

83. When taking a message you should get what information:


• All of the above

• Best call back number

• What the call is regarding

• Name and time of call

84. When the telephone rings you should:


• Place call on hold without answering

• Answer by the 5th ring

• Let it go to voicemail

• Answer by the 3rd ring

85. When receiving feedback on a call by a supervisor or quality assurance representative, what is the most important rule of thumb?


• Listen actively, be willing to accept both positive and constructive feedback, clarify if there are questions, and apply beginning with your next call.

• Disregard the contructive feedback and focus only on the positives.

• Stand your ground if they give constructive feedback because you're only doing what you learned in training.

• Tell them you appreciate their feedback, but disagree and continue doing things your way.

86. Should you ever refer to a customer by their first name?


• Maybe if you've been talking a while and you feel like you've built a rapport with them.

• It depends on company policy and if you've asked the customer's permission.

• Always. It's more personal.

• Definitely not, even if they insist.

87. If you receive permission to transfer a call:


• Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

• Transfer the call immediately and get on to your next task

• Place caller on hold and transfer them when you have the chance

• Ask the caller to hold while you find the right person to talk to

88. When using a headset you should NOT:


• Be conscious of confidentiality

• Make sure the headphone is working correctly

• Talk to others while on the phone with the client

• Be conscious of other conversations in your office

89. Why is it important to try to search for a customer's information to verify vs. ask them to provide it?


• To make sure their address hasn't changed.

• I don't want to seem as if I'm rushing a customer

• It takes less time to verify customer information rather than asking them for it new everytime.

• Sometimes I don't feel like searching for a customer's information because the system is slow.

90. If you want a problem solved that day, when you call you should:


• Call first thing in the morning, even before business hours.

• Call right at 5 oclock so people will be motivated to help.

• Email them.

• Call well before the close of business.

91. Always keep the phone ____ from your mouth.


• Two inches

• Two-finger widths

• Not really important

• Really close

92. How to sound professional on the phone?


• Refrain from using a speaker phone.

• Try smiling while you talk as this will brighten the character of your voice, even if you don't feel cheerful.

• Practice your greeting until you can say it naturally and professionally.

• Everything is correct.

• Refrain from interrupting the person on the phone.

93. Many executives have two telephone numbers for the following reasons:


• One number may be private for close family and friends and to make outgoing calls

• So if one number doesn't work the other one will

• So they can be reached by anyone twice as easily

• One number is designated as "internal only" so they can talk to other co-workers

94. If the person who is being asked for does not want to be disturbed, but the call is important, you should:


• Take a message and promise to get back to them

• Put them through immediately

• Ask if someone else can help them

• Know the company procedures for this type of call and then use your own judgement

95. How should you acknowledge a customer when you're asking them to verify information?


• Don't ask them to verify. Instead, read it all to them and have them tell you if it's correct.

• Saying "Ok" to transition to the next question quickly.

• "Thank you" each time they do.

• Wait until they've verified everything, then thank them.

96. Generating interest by the way you raise or lower your voice describes which of the following communication skills?


• enunciation

• tone of voice

• inflection

• pitch