Here is some sample exam questions on Email Etiquette. These are normally asked on Email Etiquette interviews. and all these are multiple choice questions. [ ANSWERS NOT GIVEN HERE...YOU MAY TRY & STUDY ON IT, BEST OF LUCK!]
1. Which of the following is a good statement about time delays between e-mail exchanges?
a. Try and reply within a 24-48 hour window, but allow at least the same amount of time before sending a follow-on e-mail, if not longer.
b. Always reply within 24 hours, and expect the same from someone else.
c. Wait 36 hours before replying to any e-mail, but send a follow-on e-mail within 24 hours if you don’t hear anything.
d. Always allow a month for a reply, and return your own received e-mails within three weeks.
2. Which of the following could be considered as not being ‘virtual events,’ so you may wish to respond using a more direct reply or regular mail?
a. Weddings, funerals, engagements, birthdays.
b. After hours get-togethers.
c. Casual meetings related to school or work.
d. A local prize draw.
e. A coffee morning at a near by school.
3. What does ‘scrolling the chat screen’ in an internet chat room mean, and is it good or bad netiquette?
a. Looking further down the screen (good netiquette).
b. Scrolling down to follow the conversation as it develops (bad netiquette).c. Posting multiple, often single letter postings so the chat screen srolls very fast for all users (bad netiquette).
d. Flicking between multiple chat screen on multiple sites (neither good nor bad netiquette).
e. None of the above.
4. Which of the following is not a good practice for reacting to virus hoaxes and chain letters?
a Forwarding them to your friends, as often advised by the e-mail hoax itself.
b. Discarding or deleting them immediately.
c Considering them, and allowing them to send to your entire contacts list, for other people to decide about their authenticity.
d. Printing them out and sending hard copies to a local internet watchdog or awareness group.
5. What does ‘flaming’ or ‘to flame’ mean in the online world?
a. Flaming means delivering a strongly held opinion without holding back any emotion, often offending the person who is ‘flamed’.
b. To grow angry and increasingly upset by a message you have received.
c. To grow red in the face, embarrassed by certain online content.
d. To cause a shutdown or your computer and several others on the same network, even if by accident.
6. Which of the following is the best advice when writing a business e-mail ?
a. To use varied italics, colors and special fonts because people like to see them.
b. To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.
c. To make detailed demands in long paragraphs, with the implication of wrong doing on the part of the receiver.
d. To panic, but then recover, and decide to send the message by regular mail, as this is definitely more secure.
7. What does it mean to ‘respect somebody else’s bandwidth’?
a. To measure the width of the desktop PC in comparison to a laptop of the same brand.
b. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
c. To be conscious of how much storage space you are controlling in any given communication, since everyone only has limited space.
d. To allow them two communications for every single communication of your own.
8. Which of the following best reflects a so-called ‘Golden Rule’ of netiquette?
a. Spam your friends.
b. Remember the human (remember that a real person is receiving the message).
c. Sometimes act friendly in chat and emails.
d. Only flame your friends by accident.
e. All of the above
9.Which of the following is not a good practice for reacting to virus hoaxes and chain letters?
a. Forwarding them to your friends, as often advised by the e-mail hoax itself.
b. Discarding or deleting them immediately.
c. Considering them, and allowing them to send to your entire contacts list, for other people to decide about their authenticity.
d. Printing them out and sending hard copies to a local internet watchdog or awareness group.
10. Which of the following are important differences between face-to-face meetings and online information?
a. You are virtually invisible online, so you can get away with a lot more.
b. Your face cannot be seen, so it is harder to convey your thoughts and easier to be misunderstood online.
c. Written communication should always be more polished and formal than real life spoken communication.
d. While cursing is okay in real life, it is strictly prohibited online.
11. What is the best way to treat ‘spam’ or unsolicited e-mails?
a. Do not reply to them.
b. Delete them.
c. Transfer them to your spam folder.
d. Ignore them (if you notice them, as they are usually transfered to your spam folder automatically).
e. All of the above
12. When writing an email, it is generally a good idea for your paragraphs to be _____.
a. long
b. short
c. in a huge font making them easier to read
d. always indented
e. None of the above
13. What is the better solution than using bold or italic to emphasize meaning when e-mailing or posting online ?
a. Use capitals
b. Use color
c. Use carefully chosen words and phrases, so that the meaning is clear and not ambiguous and unlikely to cause misunderstandings.
d. Draw a picture and insert it into around the text.
e. None of the above
14. A common online symbol, what is the correct ‘emoticon’ for a regular ‘smiley face’ from the list below?
a.
b.
c. )
d. (– :
e. (-:
15. Which of the following are good tips for creating an impressive webpage ?
a. Make the content informative and entertaining, but easy to read
b. Imitate other appealing sites in terms of their visual and textual content, but do not plagiarize.
c. Test all the links to make sure they work and connect to their intended new page.
d. Edit, edit, edit to ensure there are no mistakes in the content, as factual, grammar, typographical and spelling errors look unprofessional.
e. All of the above
16. How would you abbreviate ‘Be Seeing You’ in email jargon?
a. BSU
b. BCNU
c. BCINU
d. BCINYU
e. BSNU
17. What is a very useful last thing to do before sending out any e-mail ?
a. Read the e-mail through for spelling and grammatical errors, to simplify the message if possible, and to check the recipient’s e-mail address.
b. Nothing, the quicker you send it, the quicker they will receive it.
c. Copy the e-mail at least twice into a word document, as a double precaution.
d. Check the time, so you can remember when you sent it, in case they call.
e. All of the above
18. Why is it sometimes important not to leave out the message thread, i.e. the previous messages in the e-mail chain?
a. To be polite. People expect to always see the thread.
b. To increase comprehension of the latest message, and show the history of messages that led up to this point in the exchange.
c. Because it looks like an oversight. The thread should always be there.
d. None of the above.
19. How often is it sensible to use ‘reply all’ when replying to an e-mail ?
a. As often as possible, the more people know the information the better.
b. Always, as e-mails should have at least two recipients at all times.
c. Only if the information is really relevant to everyone on the list, otherwise keep ‘reply all’ to a minimum.
d. You should ‘reply all’ about twice as often as you simply ‘reply’.
e. None of the above
20. What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?
a. Use their first name, it is always the friendliest option.
b. Use their last name, such as Mr. Jones or Ms. Jones.
c. Use their full name, with their first name in parentheses afterwards.
d. Use Dear X to demonstrate your uncertainty, and they will probably correct you.
21. What does ‘spamming’ mean, and is it good or bad netiquette?
a. Sending online presents or ‘spam’ to your co-workers and friends (good netiquette).
b. Sending unsolicited e-mails or communications to people online (bad netiquette).
c. Both a and b, depending on the context.
d. Same as ‘flaming’ (good netiquette).
e. Same as ‘e-mail jousting’ (bad netiquette).
21. What is a business ‘welcome page’ and how can it be useful?
a. It’s not: welcome pages are always distracting and take too long to load.
b. It can give an impression of professionalism, as well as introduce the company brand, logo and overall interests.
c. It’s the same as the home page.
d. It’s the same as the goodbye page.
e. None of the above
22.Why should you not type in all caps when writing an email?
a. Because it can be difficult to read.
b. Because it takes up more room and makes the email longer.
c. Because it is considered ‘yelling’.
d. Because it is tough on your keyboard.
e. a and c
23. What do the abbreviations ‘FWIW’ and ‘FYI’ stand for?
a. For What It’s Worth, For Your Information
b. For Why It’s War, For Your Info
c. For Whom It Worries, Forget Your Instructor
d. Future Wear Inside Walls, Fool Your Insides
e. For Whom It Worries, Fax Your Information
24. If you are chatting with someone via the instant messenger and text ‘BRB’, what have you said?
a. Been Ready Buddy
b. Been Really Busy
c. Being Really Busy
d. Be Right Back
25. Which of the following is a good statement about time delays between e-mail exchanges?
a. Try and reply within a 24-48 hour window, but allow at least the same amount of time before sending a follow-on e-mail, if not longer.
b. Always reply within 24 hours, and expect the same from someone else.
c. Wait 36 hours before replying to any e-mail, but send a follow-on e-mail within 24 hours if you don’t hear anything.
d. Always allow a month for a reply, and return your own received e-mails within three weeks.
26. What does it mean when you type an e-mail in all capitals?
a. The e-mail is important
b. The e-mail is an emergency
c. The e-mail is classified information
d. The effect is that you are shouting
27. On a social networking site, which of the following is important to consider — in a personal way – when uploading photographs?
a. How many images you can upload as fast as possible.
b. Consider the feelings and reputation of the person whose image you are uploading, especially if the image is compromising in some way.
c. Whether it is clear that you are the one uploading the images or not.
d. None of the above.
28. Which of the following is the best description of an ‘internet troll’?
a. Someone who goes trolling on the internet, moving from place to place without settling anywhere in a chat room or on a board.
b. A funny emoticon made to look like a troll.
c. Another name for a spammer.
d. Someone who participates in a message board or chat with the intention to disrupt it in some way.
29. Which of the following is the best response to sending a message that you didn’t intend to send, or sent to the wrong recipient?
a. Make a request for the e-mail to be recalled or sent back to you.
b. Race over to the recipient’s computer, especially if he or she lives or works locally, and delete the message manually.
c. Send a follow-up message explaining that the previous message was a mistake, with a brief apology and explaining that the message can be ignored.
d. Jump up and down in frustration and tear your hair.
e. All of the above
30. What are vCards and why are they sometimes distracting or difficult for the recipient?
a. vCards are online invitation cards, but the recipient often does not want to attend the event.
b. vCards are e-mail that copy in other members of your contacts list automatically, which is often not desirable.
c. vCards are electronic business cards, but they often take the form of an e-mail attachment, therefore makingevery e-mail look like it has an attachment.
d. vCards are online stationery cards used for a variety of events, and therefore business and recreational eventscan get confused.
e. None of the above
31. Which of the following could be considered as not being ‘virtual events,’ so you may wish to respond using a more direct reply or regular mail?
a. Weddings, funerals, engagements, birthdays.
b. After hours get-togethers.
c. Casual meetings related to school or work.
d. A local prize draw.
e. A coffee morning at a nearby school.
32. Why is it important to be careful with formatting when sending an e-mail message?
a. It’s not – you can format in any style you like, as the recipient will find a way to understand the message.
b. Because the recipient may not be able to read certain fonts or formats on his or her computer.
c. It is polite, and looks neater, especially if you use pretty colors.
d. Sometimes computers have been known to blow up when used with the wrong fonts.
e. None of the above
33. What does ‘HTH’ mean in an email or on a message board?
a. Happy today happy
b. Hope this helps
c. Help the human
d. Happy to help
e. b and d
34. Which of the following is the best technique for sending a large e-mail attachment?
a. Just attach it and send it.
b. Email the other party directly first and make sure their connection can handle a large download.
c. Try and break it up into several smaller downloads, or ‘zip’ the file if possible.
d. Send part of it, and wait to see if they request the remaining part.
e. b and c.
35. Which of the following is the best explanation of ‘netiquette’?
a. Electronic netball practice.
b. An abbreviation for ‘internet etiquette’ or even ‘ethics on the net,’ the correct way to interact in an online setting.
c. Networking expertise, especially when off-line.
d. Online chatrooms for sophisticated Mac and PC users.
36. Why is it always good to use proper grammar and correct spelling in internet postings like message boards?
a. People who are non-native English speakers will understand your writing easily.
b. Good grammar and spelling keep ambiguity to a minimum, thereby communicating the message more clearly.
c. You do not want to be embarrassed.
d. It is good manners, and you can be proud of yourself.
e. You are always morally judged by how many typos you make.
37. When sending an e-mail, why is it a good idea to try and use the cc: field sparingly?
a. The cc: can be confusing since the recipients might not know who is supposed to act on the message.
b. Unless the recipient in the cc: field knows why they are receiving a copy of the message, he or she may not acton the message, but assume it is really only for the main recipient.
c. It can sometimes devalue the main message depending on the context, as it could be seen to depersonalize the main message.
d. All of the above
38. What is the purpose of icon-emotions or so-called ‘emoticons’ in email communication?
a. They contain important information such as credit card number.
b. They indicate that the email is urgent.
c. They are meant for fun and entertainment value.
d. They act as a signature which is added at the end of each sent mail.
39. Typing in all capitals in electronic communications means:
A. ? this message is very important.
B. ? you are shouting.
C. ? it's okay to forward this message to others.
D. ? nothing special--typing in all caps is normal.
It is OK to forward or post an email message that you received if
A. ? the message is typed in all capitals.
B. ? the author of the message has given you permission to forward or post it.
C. ? it does not contain any copyrighted material.
D. ? the author of the message hasn't marked it as confidential.
40. Before posting to a discussion group you should
A. ? read the FAQ.
B. ? find the Frequently Asked Questions (FAQ) document.
C. ? read some of the existing posts to get an idea of the tone and character of the group.
D. ? all of the above.
41. A flame is
A. ? a post or email message that expresses a strong opinion or criticism.
B. ? an expert programmer.
C. ? a person who consistently breaks the rules of Netiquette.
D. ? an online chain letter
42. The Golden Rule of Netiquette is
A. ? remember the human!
B. ? a smiley in every message.
C. ? follow the other rules of netiquette.
D. ? never flame a friend.
43. The phrase "lurk before you leap" means
A. ? send your post to the moderator via email before posting it to a discussion group.
B. ? make sure there isn't a host moderating the chat before you scroll the chat screen.
C. ? post test messages to several USENET newsgroups before posting a real message.
D. ? familiarize yourself with a discussion group before actively participating
44. Spamming is very poor Netiquette and means
A. ? sending in lines of nonsensical garbage in a chat conversation.
B. ? posting a message that contains graphic descriptions of something really gross.
C. ? spilling the juice of meat-byproducts into your keyboard.
D. ? posting or emailing unsolicited advertising messages to a wide audience
45. Knowledge and understanding of netiquette is useful because
A. ? it will help you create a positive impression on those you meet in cyberspace.
B. ? it explains some of the technical limitations of online communications.
C. ? it explains the conventions already being used by millions of cybernauts.
D. ? all of the above.
46. Appropriate content for email messages includes
A. ? anything you wouldn't mind having subpoenaed as part of a court proceeding.
B. ? anything you wouldn't mind seeing on the evening news.
C. ? anything you wouldn't mind your grandmother seeing.
D. ? All of the above
47. Include a subject line
A. ? only when you are writing an official memo.
B. ? only in personal memos.
C. ? if the person you are sending it to requires one.
D. ? in all e-mail messages
48. What does the term Netiquette mean?
Simply stated, it is network etiquette. Netiquette is a set of rules for behaving properly while online.
49. What is the Golden Rule of Netiquette?
Remember the human. Sometimes it is easy to forget that real people are out there with real feelings and egos. Be sensitive to the feelings of others.
50. Is it ok to forward or post an email message you received?
Only if the author of the message gave you permission to forward or post it.
51. What does typing an email in all caps mean?
You are shouting.
52. What does 'BRB' stand for?
Be right back. It indicates that you are temporarily distracted from the conversation.
53. What does it mean to scroll the screen when you are in a chat room?
Scrolling is when you type a single letter or symbol in the compose area and continue to push send. This disrupts the conversation of others and is usually against the rules of most chat rooms.
54. What is a flame?
A post or email message that expresses criticism or a strong opinion.
55. What does the phrase "lurk before you leap" mean?
Familiarize yourself with a discussion group before becoming an active participant. By lurking you familiarize yourself with rules, mailing lists, and the kinds of topics being discussed.
56. What does the term "Spamming" mean?
The posting of unsolicited posts to a large number of mailing lists or USENET newsgroups without regard for topical relevence. Spams are widely posted junk mail.
Friday, April 6, 2012
Thursday, March 15, 2012
Telephone Etiquette Certification (odesk Test):
Telephone Etiquette Certification (odesk Test): Discussion & Partial Questions.
Syllabus of the Test:
Cell Phone Etiquette
Interpersonal Telephone Etiquette
Positive Telephone Techniques
Negative Telephone Techniques
Rules for taking the test:
Duration:
35 minutes
Number of Questions:
35 Multiple Choice questions.
Each question has between 1 and 8 options of which 1 or more may be correct
Before going to real examination in odesk, you should know first what is Telephone Etiquette, what are the related issues in telephone etiquette? I think If you carefully study these writing you’ll score at least 3.50 in 5.00 in the test exam.
What is telephone etiquette?
“Polite response to callers. Manners are important in first impressions and often a caller's first impression of a company is with the receptionist of operator.
An individual who initiates a telephone call should always be prepared to identify them self when the call is answered, especially if the person who answers is not the person the caller intends to speak to, or if there is certainly a chance that your voice will not be recognized. In other words, it is generally considered impolite to simply ask to speak to someone else without first identifying one's self. This is true whether the call is made to a residence or a business, or when leaving a voice recorded message.
For example, when a call is answered, the caller might say "Hello, my name is Mary Todd. Is Martha there? May I speak to her?" Or "Hello Mrs Thompson, is Jack able to come to the phone?" Never start a conversation by saying "Are you Jack Burns?", because if Jack Burns doesn't know who you are, he may be wondering whether the call is friendly and if it is safe to give his name to a complete stranger.
When leaving a message on a telephone voice recorder, do not simply say "Call me" or "Call me back". Give a reason why you want that person to call you back. For example, you might say "...I want to ask what plans you have for the holiday", or "...I thought we might just catch up on things." Otherwise, without explaining the purpose of your call, you may be creating concern or worry for the other person.” Source: wiki.answers.com
“Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call. There are slightly different rules for a variety of situations. Making and receiving personal calls are not the same as making/receiving business calls. Within this set of rules there can be differences, especially for business calls where companies may want callers or receivers to say certain things.
For personal telephone etiquette, calling someone means doing several things. A caller should identify him/herself when not recognized right away. In calling a friend or relative, for instance, after the initial “Hello,” the caller should come up with a greeting and identification. “Hello/Hi this is John.” Sometimes a last name is needed if the person being called is an acquaintance or a business representative.
The next thing that is needed in telephone etiquette is a request for something, such as speaking to someone else in the house. Variations exist on this like “May I speak to Horatio,” or “Is Horatio available?” If Horatio is not available, it may be necessary to leave a brief message, but it should be one easy to right down. Sometimes the only thing necessary is to leave a phone number.
Even this simple telephone etiquette takes a while to learn. It’s a good thing to teach children, as they often don’t know it, can’t identify themselves, and won’t leave any form of concrete message. Children should also be taught how to answer a phone, and all people can benefit from the following some standard etiquette concepts, including:
• Pick up the phone promptly with a salutation like “Hello,” and not “Yeah” or “Go!”
• Be prepared to take a message and always have pencil/pen and paper handy.
• If the call is undesired, as from a solicitor, merely inform the person in an even tone that there is no interest for the product or service, say goodbye, and gently hang up.
• Alternately, screen calls and let unwanted calls go to voicemail.
Business telephone etiquette is similar in many ways to home phone calls and reception. Yet, the business should be even more vested in remaining polite, since poor phone manners can have a negative effect on business reputation. Calling out from a business is similar to a personal call. The person should begin with a greeting, identify self, and identify employer. This should then be met with a concise statement or request to speak to someone.
At this point, a message may need to be given and it should include nature of business and contact information. This isn’t always possible because, due to privacy laws, certain businesses can only talk to the person they are trying to reach. When such is the case, simply trying back later or leaving contact information may be the most a caller can do.
In receiving the business call, a businessperson also attempts to be polite, understand the caller’s needs, and take messages if required. There tends to be a code for both businesses and personal calls when claiming someone cannot come to the phone that relates to where the unavailable person is. People should not disclose the desire of the unavailable person not to speak to a caller or any private location like showers/ bathrooms/ doctors visits of that person. Instead, simple statements that the person isn’t available are enough.
Every phone call is an attempt at communication between two people; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be thwarted. In general, people are asked to keep language more standard, as opposed to using slang, to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling very well known friends, greater adherence to it is useful.”
Source: wisegeek.com
Learn more about proper telephone etiquette.
“The telephone; it is part of us. What would we do without it? It is as common as apple pie and summer sunshine. As much a part of our lives as learning to walk and talk and perhaps that is why we, at most times, give it little thought. Nonetheless, we do think about it, when we have had the experience of being treated rudely or abruptly while using this mode of communication. We bristle at the idea of someone's brusqueness to us, and most probably never take thought of the times we have shown our bad manners while speaking on the telephone.
The tendency to be short and curt to salespersons is common. The feeling that they are, in fact, invading our privacy is a widespread notion and the fist inclination is to cut them off with a positive projection of irritation. Perhaps supposing this will discourage any return calls, "wish on!" Treating those person who call pitching a product without kindness, solves nothing and makes no validity, so why not include them in you simple and polite response, "no thank you, have a good day," "good-bye." This response is much less apt to raise your blood pressure and reduce your feelings of guilt later, for incivility over the telephone.
Correct way to answer the telephone:
The proper way to answer the telephone is "hello." On the other hand, simply answering "yes" is a curt and inappropriate response. The person making the call draws a very quick conclusion, and that is, to think of that person as cold and aloof, and hesitate to communicate readily.
At times, someone other than the head of the house will answer the telephone. If that person is asked, "may I speak to Mr. ________ please," the response should be, "one moment please, I will get him for you." If the head of household is not available the response should be, "I am sorry, Mr. _____ is not available at this time, may I take a message?" This is simply a form of good manners, whatever form it may be expressed, thoughtfulness for the feelings of others. This person may be calling to offer a new job with great pay and benefits, who's to know! What would he or she think if the answer to the question, "is Mr. _____ home please," would be an abrupt "no." This response would reflect negatively, on the actual person being called.
Making telephone calls:
Think about what time it is, when placing a call. You would not want to call when there is the possibility that person may be asleep. For example on a work morning before 7:00 a.m. would not be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and remember to avoid calls around the usual period most people will be eating. Courtesy is expected when using the telephone just as if you are talking in person.
Give your name when the telephone is answered, before asking for the person you are requesting.
Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number," never just hang-up. Express your apology, letting them know you have dialed a wrong number. To avoid disturbing another person unnecessarily dial carefully and make sure you can see the dial pad.
When speaking, think of the way you sound. Make sure you enunciate you words clearly and precisely. It is embarrassing to be asked to repeat what you are saying. Your voice reflects your courtesy, since that person on the other end of the line cannot see your facial expressions your "tone of voice" will need to express this.
Basic Good Manners, Telephone Tips:
* Let the telephone ring a reasonable length of time. It is frustrating to just get to the telephone and hear a dial tone.
* If you dial a number that is wrong, apologize, promptly and hang-up.
* Calling a business at or very near closing time is to say the least un-thoughtful. When it is time to go home, after a long day, do not delay them.
* State your name when placing a call. The game of "guess who this is" may not play very well to a busy friend.
* When speaking to anyone who is working and time is of the essence, make your call informative and short.
*Dial carefully and in proper lighting to avoid calling a wrong number and in-conveniencing others.”
Source: essortment.com
Telephone Etiquette Tips:
“1. Ask the caller, "May I know who I am speaking to?"
2. Avoid unnecessary jargon and acronyms in your conversations.
3. Use the caller's name in your conversation.
4. Practice good listening skills.
5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
6. Before placing a caller on hold, ask their permission first and thank them.
7. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
8. Do not forget to return the call as you promised.
9. Do not permit the phone to ring into the office more than three times.
10. Always use a pleasant, congenial and friendly tone.
11. Never interrupt the person while he/she is talking to you.
12. Never engage in an argument with a caller.
13. Do not handle an unhappy caller's concern openly at the check-in and check-out desk.
14. Do not make it a habit of receiving personal calls at work.
15. Do not answer the phone if you are eating or chewing gum.
16. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
17. Learn how to handle several callers simultaneously with ease and grace.
18. Return calls promptly that have been left on voice mail and voicemail.
19. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
20. Do not ever leave a message with someone else or on an voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
21. Always make collection calls in private and away from the patient flow or public areas.
22. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
24. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful.
25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.)
26. When you take a call, turn away from your computer, desk, and other work. Don't allow other distractions to take your attention away from the caller.
27. Always have something available to write with.
28. Answer calls by the second or third ring.
29. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.
30. Use a "telephone voice" in which you control your volume and speed. Speak clearly.
31. Be enthusiastic and respectful.
32. If there is a problem, be concerned, empathetic, and apologetic.
33. Thank the caller for calling. Ask them to call again.
34. Never eat, drink, or chew gum while you are on a call.
These were some tips on telephone etiquette. It is important that you remember these while conversing with someone over the phone. Not only would it help to present yourself in a better way, but it will also ensure that you put across yourself positively.”
Source: buzzle.com/articles/telephone-etiquette-tips.html
20 Business Telephone Etiquette Tips for customer service:
“1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
2. Before placing a caller on hold, ask their permission first and thank them.
3. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
4. Do not forget to return the call as you promised.
5. Do not permit the phone to ring into the office more than three times.
6. Always use a pleasant, congenial and friendly tone.
7. Never interrupt the person while he/she is talking to you.
8. Never engage in an argument with a caller.
9. Do not handle an unhappy caller's concern openly at the checkin/checkout desk.
10. Do not make it a habit of receiving personal calls at work.
11. Do not answer the phone if you are eating or chewing gum.
12. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
13. Learn how to handle several callers simultaneously with ease and grace.
14. Return calls promptly that have been left on voice mail and ansafones.
15. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
16. Do not ever leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
17. Always make collection calls in private and away from the patient flow or public areas.
18. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
20. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.”
Source: ustomerservicemanager.com/20-business-telephone-etiquette-tips.htm
Odesk Telephone Etiquette Certification recent questions:
Question:
Why is 'Privacy' considered one of the 7 Pillars of Telephone usage, and generally important when making calls?
a. It makes the call important and secure to both parties, especially when it is a business call.
b. People like things to be private and secretive - it makes them feel special, like they are tricking the world.
c. It's not - privacy should always be secondary to communication and letting everyone know as much as possible.
d. The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.
e. a and d
Question:
When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?
a. Ms.
b. Miss
c. Mrs.
d. Mr.
e. None of the above
Question:
When is it acceptable to use the 'silent' mode on your cell phone?
a. When you do not want to disturb others around you.
b. When you are expecting an important call, and do not wish others to be interrupted.
c. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
d. 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.
e. All of the above
Question:
Which of the following is probably the worst way to end a business call?
a. "Don't call us, we'll call you."
b. "Thanks for your time. Not."
c. "See ya in the next life."
d. Just hang up.
e. They are all equally bad.
Question:
Which of the following should be considered while leaving a voice mail message?
a. Leaving a message that is short and to the point.
b. Being polite and giving a sense of what is expected in return.
c. Leaving as much information as possible, relatively briefly.
d. Speaking clearly and succinctly.
e. All of the above
Question:
Why is it not a good idea to always leave a lengthy voicemail message?
a. The message can be truncated, and therefore not communicated properly.
b. The message may experience a long delay in reaching its destination.
c. Part of the message may become scrambled and be harder to hear
d. There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.
e. All of the above
Question:
What does 'screening your calls' mean?
a. 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.
b. Applying a safety cover to your cell phone, often a transparent plastic cover called a 'screen'.
c. 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.
d. Deleting all the missed calls, received calls and dialled numbers from your cell phone.
Question:
Which of the following sentences are appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Question:
Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
a. "Yes"
b. "What?"
c. "Great"
d. "I see"
Question:
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?
a. Tell them you will fax the details.
b. Tell them you will email the details, although it might be by unsecured e-mail.
c. Confirm with them whether it is okay to discuss such issues before discussing them.
d. Avoid these discussions at all costs on the telephone.
Question:
Which of the following is considered polite if you have an interruption while speaking to a caller?
a. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait 5 minutes, will you.
c. Got to go — I'll call you back later.
d. Wait there, I'll back.
Question:
You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
a. True
b. False
c. Irrelevant issue for cell phones
d. You should always personalize the call before talking business, even if just telling a joke.
e. None of the above
Learn more about telephone etiquette: Visit following links to know more :
Business Phone Etiquette
Get Voicemail, Automated Attendants and Phone Features Working For You
http://operationstech.about.com/od/businesstelephonesystems/tp/PhoneEtiquetteHUB.htm
How to Improve Your Telephone Etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_0
How to Improve Business Telephone Etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_1
What is the definition of telephone etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_2
What are the do's of telephone etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_3
Why telephone etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_4
How to Practice Telephone Manners in Business Etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_5
Syllabus of the Test:
Cell Phone Etiquette
Interpersonal Telephone Etiquette
Positive Telephone Techniques
Negative Telephone Techniques
Rules for taking the test:
Duration:
35 minutes
Number of Questions:
35 Multiple Choice questions.
Each question has between 1 and 8 options of which 1 or more may be correct
Before going to real examination in odesk, you should know first what is Telephone Etiquette, what are the related issues in telephone etiquette? I think If you carefully study these writing you’ll score at least 3.50 in 5.00 in the test exam.
What is telephone etiquette?
“Polite response to callers. Manners are important in first impressions and often a caller's first impression of a company is with the receptionist of operator.
An individual who initiates a telephone call should always be prepared to identify them self when the call is answered, especially if the person who answers is not the person the caller intends to speak to, or if there is certainly a chance that your voice will not be recognized. In other words, it is generally considered impolite to simply ask to speak to someone else without first identifying one's self. This is true whether the call is made to a residence or a business, or when leaving a voice recorded message.
For example, when a call is answered, the caller might say "Hello, my name is Mary Todd. Is Martha there? May I speak to her?" Or "Hello Mrs Thompson, is Jack able to come to the phone?" Never start a conversation by saying "Are you Jack Burns?", because if Jack Burns doesn't know who you are, he may be wondering whether the call is friendly and if it is safe to give his name to a complete stranger.
When leaving a message on a telephone voice recorder, do not simply say "Call me" or "Call me back". Give a reason why you want that person to call you back. For example, you might say "...I want to ask what plans you have for the holiday", or "...I thought we might just catch up on things." Otherwise, without explaining the purpose of your call, you may be creating concern or worry for the other person.” Source: wiki.answers.com
“Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call. There are slightly different rules for a variety of situations. Making and receiving personal calls are not the same as making/receiving business calls. Within this set of rules there can be differences, especially for business calls where companies may want callers or receivers to say certain things.
For personal telephone etiquette, calling someone means doing several things. A caller should identify him/herself when not recognized right away. In calling a friend or relative, for instance, after the initial “Hello,” the caller should come up with a greeting and identification. “Hello/Hi this is John.” Sometimes a last name is needed if the person being called is an acquaintance or a business representative.
The next thing that is needed in telephone etiquette is a request for something, such as speaking to someone else in the house. Variations exist on this like “May I speak to Horatio,” or “Is Horatio available?” If Horatio is not available, it may be necessary to leave a brief message, but it should be one easy to right down. Sometimes the only thing necessary is to leave a phone number.
Even this simple telephone etiquette takes a while to learn. It’s a good thing to teach children, as they often don’t know it, can’t identify themselves, and won’t leave any form of concrete message. Children should also be taught how to answer a phone, and all people can benefit from the following some standard etiquette concepts, including:
• Pick up the phone promptly with a salutation like “Hello,” and not “Yeah” or “Go!”
• Be prepared to take a message and always have pencil/pen and paper handy.
• If the call is undesired, as from a solicitor, merely inform the person in an even tone that there is no interest for the product or service, say goodbye, and gently hang up.
• Alternately, screen calls and let unwanted calls go to voicemail.
Business telephone etiquette is similar in many ways to home phone calls and reception. Yet, the business should be even more vested in remaining polite, since poor phone manners can have a negative effect on business reputation. Calling out from a business is similar to a personal call. The person should begin with a greeting, identify self, and identify employer. This should then be met with a concise statement or request to speak to someone.
At this point, a message may need to be given and it should include nature of business and contact information. This isn’t always possible because, due to privacy laws, certain businesses can only talk to the person they are trying to reach. When such is the case, simply trying back later or leaving contact information may be the most a caller can do.
In receiving the business call, a businessperson also attempts to be polite, understand the caller’s needs, and take messages if required. There tends to be a code for both businesses and personal calls when claiming someone cannot come to the phone that relates to where the unavailable person is. People should not disclose the desire of the unavailable person not to speak to a caller or any private location like showers/ bathrooms/ doctors visits of that person. Instead, simple statements that the person isn’t available are enough.
Every phone call is an attempt at communication between two people; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be thwarted. In general, people are asked to keep language more standard, as opposed to using slang, to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling very well known friends, greater adherence to it is useful.”
Source: wisegeek.com
Learn more about proper telephone etiquette.
“The telephone; it is part of us. What would we do without it? It is as common as apple pie and summer sunshine. As much a part of our lives as learning to walk and talk and perhaps that is why we, at most times, give it little thought. Nonetheless, we do think about it, when we have had the experience of being treated rudely or abruptly while using this mode of communication. We bristle at the idea of someone's brusqueness to us, and most probably never take thought of the times we have shown our bad manners while speaking on the telephone.
The tendency to be short and curt to salespersons is common. The feeling that they are, in fact, invading our privacy is a widespread notion and the fist inclination is to cut them off with a positive projection of irritation. Perhaps supposing this will discourage any return calls, "wish on!" Treating those person who call pitching a product without kindness, solves nothing and makes no validity, so why not include them in you simple and polite response, "no thank you, have a good day," "good-bye." This response is much less apt to raise your blood pressure and reduce your feelings of guilt later, for incivility over the telephone.
Correct way to answer the telephone:
The proper way to answer the telephone is "hello." On the other hand, simply answering "yes" is a curt and inappropriate response. The person making the call draws a very quick conclusion, and that is, to think of that person as cold and aloof, and hesitate to communicate readily.
At times, someone other than the head of the house will answer the telephone. If that person is asked, "may I speak to Mr. ________ please," the response should be, "one moment please, I will get him for you." If the head of household is not available the response should be, "I am sorry, Mr. _____ is not available at this time, may I take a message?" This is simply a form of good manners, whatever form it may be expressed, thoughtfulness for the feelings of others. This person may be calling to offer a new job with great pay and benefits, who's to know! What would he or she think if the answer to the question, "is Mr. _____ home please," would be an abrupt "no." This response would reflect negatively, on the actual person being called.
Making telephone calls:
Think about what time it is, when placing a call. You would not want to call when there is the possibility that person may be asleep. For example on a work morning before 7:00 a.m. would not be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and remember to avoid calls around the usual period most people will be eating. Courtesy is expected when using the telephone just as if you are talking in person.
Give your name when the telephone is answered, before asking for the person you are requesting.
Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number," never just hang-up. Express your apology, letting them know you have dialed a wrong number. To avoid disturbing another person unnecessarily dial carefully and make sure you can see the dial pad.
When speaking, think of the way you sound. Make sure you enunciate you words clearly and precisely. It is embarrassing to be asked to repeat what you are saying. Your voice reflects your courtesy, since that person on the other end of the line cannot see your facial expressions your "tone of voice" will need to express this.
Basic Good Manners, Telephone Tips:
* Let the telephone ring a reasonable length of time. It is frustrating to just get to the telephone and hear a dial tone.
* If you dial a number that is wrong, apologize, promptly and hang-up.
* Calling a business at or very near closing time is to say the least un-thoughtful. When it is time to go home, after a long day, do not delay them.
* State your name when placing a call. The game of "guess who this is" may not play very well to a busy friend.
* When speaking to anyone who is working and time is of the essence, make your call informative and short.
*Dial carefully and in proper lighting to avoid calling a wrong number and in-conveniencing others.”
Source: essortment.com
Telephone Etiquette Tips:
“1. Ask the caller, "May I know who I am speaking to?"
2. Avoid unnecessary jargon and acronyms in your conversations.
3. Use the caller's name in your conversation.
4. Practice good listening skills.
5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
6. Before placing a caller on hold, ask their permission first and thank them.
7. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
8. Do not forget to return the call as you promised.
9. Do not permit the phone to ring into the office more than three times.
10. Always use a pleasant, congenial and friendly tone.
11. Never interrupt the person while he/she is talking to you.
12. Never engage in an argument with a caller.
13. Do not handle an unhappy caller's concern openly at the check-in and check-out desk.
14. Do not make it a habit of receiving personal calls at work.
15. Do not answer the phone if you are eating or chewing gum.
16. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
17. Learn how to handle several callers simultaneously with ease and grace.
18. Return calls promptly that have been left on voice mail and voicemail.
19. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
20. Do not ever leave a message with someone else or on an voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
21. Always make collection calls in private and away from the patient flow or public areas.
22. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
24. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful.
25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.)
26. When you take a call, turn away from your computer, desk, and other work. Don't allow other distractions to take your attention away from the caller.
27. Always have something available to write with.
28. Answer calls by the second or third ring.
29. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.
30. Use a "telephone voice" in which you control your volume and speed. Speak clearly.
31. Be enthusiastic and respectful.
32. If there is a problem, be concerned, empathetic, and apologetic.
33. Thank the caller for calling. Ask them to call again.
34. Never eat, drink, or chew gum while you are on a call.
These were some tips on telephone etiquette. It is important that you remember these while conversing with someone over the phone. Not only would it help to present yourself in a better way, but it will also ensure that you put across yourself positively.”
Source: buzzle.com/articles/telephone-etiquette-tips.html
20 Business Telephone Etiquette Tips for customer service:
“1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
2. Before placing a caller on hold, ask their permission first and thank them.
3. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
4. Do not forget to return the call as you promised.
5. Do not permit the phone to ring into the office more than three times.
6. Always use a pleasant, congenial and friendly tone.
7. Never interrupt the person while he/she is talking to you.
8. Never engage in an argument with a caller.
9. Do not handle an unhappy caller's concern openly at the checkin/checkout desk.
10. Do not make it a habit of receiving personal calls at work.
11. Do not answer the phone if you are eating or chewing gum.
12. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
13. Learn how to handle several callers simultaneously with ease and grace.
14. Return calls promptly that have been left on voice mail and ansafones.
15. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.
16. Do not ever leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
17. Always make collection calls in private and away from the patient flow or public areas.
18. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.
19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
20. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.”
Source: ustomerservicemanager.com/20-business-telephone-etiquette-tips.htm
Odesk Telephone Etiquette Certification recent questions:
Question:
Why is 'Privacy' considered one of the 7 Pillars of Telephone usage, and generally important when making calls?
a. It makes the call important and secure to both parties, especially when it is a business call.
b. People like things to be private and secretive - it makes them feel special, like they are tricking the world.
c. It's not - privacy should always be secondary to communication and letting everyone know as much as possible.
d. The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.
e. a and d
Question:
When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?
a. Ms.
b. Miss
c. Mrs.
d. Mr.
e. None of the above
Question:
When is it acceptable to use the 'silent' mode on your cell phone?
a. When you do not want to disturb others around you.
b. When you are expecting an important call, and do not wish others to be interrupted.
c. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
d. 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.
e. All of the above
Question:
Which of the following is probably the worst way to end a business call?
a. "Don't call us, we'll call you."
b. "Thanks for your time. Not."
c. "See ya in the next life."
d. Just hang up.
e. They are all equally bad.
Question:
Which of the following should be considered while leaving a voice mail message?
a. Leaving a message that is short and to the point.
b. Being polite and giving a sense of what is expected in return.
c. Leaving as much information as possible, relatively briefly.
d. Speaking clearly and succinctly.
e. All of the above
Question:
Why is it not a good idea to always leave a lengthy voicemail message?
a. The message can be truncated, and therefore not communicated properly.
b. The message may experience a long delay in reaching its destination.
c. Part of the message may become scrambled and be harder to hear
d. There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.
e. All of the above
Question:
What does 'screening your calls' mean?
a. 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.
b. Applying a safety cover to your cell phone, often a transparent plastic cover called a 'screen'.
c. 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.
d. Deleting all the missed calls, received calls and dialled numbers from your cell phone.
Question:
Which of the following sentences are appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Question:
Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
a. "Yes"
b. "What?"
c. "Great"
d. "I see"
Question:
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?
a. Tell them you will fax the details.
b. Tell them you will email the details, although it might be by unsecured e-mail.
c. Confirm with them whether it is okay to discuss such issues before discussing them.
d. Avoid these discussions at all costs on the telephone.
Question:
Which of the following is considered polite if you have an interruption while speaking to a caller?
a. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait 5 minutes, will you.
c. Got to go — I'll call you back later.
d. Wait there, I'll back.
Question:
You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
a. True
b. False
c. Irrelevant issue for cell phones
d. You should always personalize the call before talking business, even if just telling a joke.
e. None of the above
Learn more about telephone etiquette: Visit following links to know more :
Business Phone Etiquette
Get Voicemail, Automated Attendants and Phone Features Working For You
http://operationstech.about.com/od/businesstelephonesystems/tp/PhoneEtiquetteHUB.htm
How to Improve Your Telephone Etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_0
How to Improve Business Telephone Etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_1
What is the definition of telephone etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_2
What are the do's of telephone etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_3
Why telephone etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_4
How to Practice Telephone Manners in Business Etiquette?
http://www.ask.com/questions-about/Telephone-Etiquette#anc_5
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