KVV E-Modules

1. Telephonic etiquette refers to:

A: A) Rules of face-to-face conversation B: B) Polite and professional behavior while using the phone C: C) Writing letters D: D) Using social media

2. What is the FIRST thing you should do when making a phone call?

A: A) Start talking directly B: B) Introduce yourself politely C: C) Shout to be heard D: D) Ask unnecessary questions

3. While receiving a phone call, good etiquette is to:

A: A) Say “Hello” politely and mention your name/organization B: B) Stay silent C: C) Hang up immediately D: D) Speak rudely

4. The ideal tone of voice in a professional phone call should be:

A: A) Rude and harsh B: B) Calm, polite, and clear C: C) Angry D: D) Very low and unclear

5. Which of the following should be avoided during a phone call?

A: A) Listening carefully B: B) Interrupting the other person C: C) Speaking clearly D: D) Taking notes if needed

6. If the call gets disconnected, the proper etiquette is:

A: A) Ignore and wait B: B) Call back immediately C: C) Blame the other person D: D) Do nothing

7. While leaving a voicemail, you should:

A: A) Speak too fast B: B) Leave your name, reason for call, and contact number C: C) Stay silent D: D) Just say “call me”

8. Holding the phone too long without informing the caller is:

A: A) Good etiquette B: B) Bad etiquette C: C) Professional behavior D: D) Helpful practice

9. Which of these is a good practice during long calls?

A: A) Multitasking loudly B: B) Eating while talking C: C) Staying focused on the conversation D: D) Talking to others at the same time

10. The best way to end a professional phone call is to:

A: A) Hang up without saying anything B: B) Say “Thank you” or “Have a nice day” politely C: C) Shout goodbye D: D) Keep the caller waiting