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: • 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: • 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.
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: • None of the above
4. Which information is not necessary for you to leave on your personal
voicemail message?
Answers: • Your Social Security Number
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: • Confirm with them whether it is okay to discuss such issues before
discussing them.
6. Why is it not a good idea to always leave a lengthy voicemail message?
Answers: • 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: • 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: • Ask for the person you are calling and state your name.
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: • During the call recipient's 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: • True
