Telefonieren im Büro auf Englisch: Lerne effektiv mit unseren interaktiven Quizzes

Question 1

When answering a business phone call, which greeting is most appropriate?

Accepted Answer

Hello, this is [your name].

Answer

What do you need?

Answer

Who is this?

Answer

Can I assist you?

Question 2

Which of the following is an inappropriate greeting for a professional English telephone call?

Accepted Answer

What do you want?

Answer

Good morning/afternoon/evening

Answer

Hello, this is [your name]

Answer

Hi, how are you?

Question 3

When asking the caller to repeat their name, which phrase is considered most polite?

Accepted Answer

Could you please repeat your name?

Answer

What was your name again?

Answer

Sorry, I did not catch your name.

Answer

I didn't understand your name.

Question 4

When taking a message, it is important to:

Accepted Answer

Record the caller's name, phone number, and a brief summary of the message

Answer

Ask the caller to repeat their message multiple times

Answer

Inform the caller you're unable to take a message

Answer

Ignore the caller's request to leave a message

Question 5

When making an outbound call, it is essential to:

Accepted Answer

Introduce yourself and clearly state the purpose of your call

Answer

Speak rapidly to save time

Answer

Use informal language to appear friendly

Answer

Avoid leaving a voicemail if the person is unavailable

Question 6

Which phrase is appropriate for assisting a caller?

Accepted Answer

How can I assist you today?

Answer

What do you want?

Answer

I'm sorry, I can't help you.

Answer

Call back later.

Question 7

How should you handle a difficult or upset caller?

Accepted Answer

Remain calm, professional, and empathetic

Answer

Transfer the call to a supervisor immediately

Answer

Argue with the caller to prove your point

Answer

Hang up the phone to end the conversation

Question 8

Wie fragst du höflich nach dem Gesprächspartner?

Accepted Answer

Mit wem spreche ich?

Answer

Wer ist da?

Answer

Kann ich Ihre Nummer haben?

Answer

Woher rufen Sie an?

Question 9

Wie bittest du höflich darum, verbunden zu werden?

Accepted Answer

Könnten Sie mich bitte mit Herrn Müller verbinden?

Answer

Verbinden Sie mich mit Herrn Müller!

Answer

Ich möchte mit Herrn Müller sprechen.

Answer

Kann ich Herrn Müller sprechen?

Question 10

Welche der folgenden Aussagen ist keine gute Idee bei einer telefonischen Beschwerde?

Accepted Answer

Gib dem Kundendienstmitarbeiter die Schuld.

Answer

Bleib ruhig und höflich.

Answer

Formuliere deine Beschwerde klar und prägnant.

Answer

Warte geduldig auf eine Lösung.

Question 11

Which of the following phrases is the most polite way to ask a caller to wait on hold?

Accepted Answer

Please hold for a moment.

Answer

Just wait.

Answer

Shut up for a moment.

Answer

Be quiet, please.

Question 12

Which sentence is the correct way to put a caller on hold?

Accepted Answer

Please hold, I'll be right back.

Answer

I'll connect you to our main menu.

Answer

Sorry, all our operators are busy.

Answer

Please call back later.

Question 13

What is the most effective way to take a message for someone who is unavailable?

Accepted Answer

Ask for the caller's name, number, and a brief message. Politely ask if they want to leave a message.

Answer

Just tell the caller they're not here.

Answer

Put the caller on hold until the other person becomes available. Ask the caller if they're okay with waiting.

Answer

Ask the caller to call back later. Suggest a specific time if possible.

Question 14

What tone of voice should you use when speaking on the phone in a professional setting?

Accepted Answer

Clear, friendly, and respectful

Answer

Loud and assertive

Answer

Soft and timid

Answer

Sarcastic and condescending

Question 15

Which of the following is NOT a good practice when transferring a call?

Accepted Answer

Put the caller on hold without their permission.

Answer

Announce the caller's name and purpose to the recipient.

Answer

Inform the recipient that the call is coming from an external line.

Answer

Thank the caller for their patience and understanding.

Question 16

What is the purpose of using active listening skills when taking a message?

Accepted Answer

To avoid misunderstandings and ensure accuracy.

Answer

To show empathy for the caller and build rapport.

Answer

To speed up the process and take messages quickly.

Answer

To impress the caller with your listening abilities.

Question 17

What is the most polite way to end a phone call?

Accepted Answer

Goodbye and have a nice day. Thank you for calling.

Answer

Talk to you later. Bye.

Answer

See you around. Cheers.

Answer

Bye, gotta go. Later.

Question 18

Which of the following should you NOT do while on a conference call?

Accepted Answer

Interrupt other callers without permission

Answer

Mute your microphone when not speaking

Answer

Use clear and concise language

Answer

Summarize key points as needed and ask for clarification if required

Question 19

What is the main purpose of using a telephone script in a business setting?

Accepted Answer

To ensure consistency in customer interactions and provide guidance.

Answer

To speed up the process of taking orders and reduce errors.

Answer

To impress customers with your professionalism and knowledge.

Answer

To avoid having to think on your feet and follow a predefined structure.

Question 20

Was ist der Unterschied zwischen 'message' und 'voicemail'?

Accepted Answer

Eine Voicemail ist eine aufgezeichnete Nachricht, während eine Message eine schriftliche Nachricht ist.

Answer

Eine Message ist eine aufgezeichnete Nachricht, während eine Voicemail eine schriftliche Nachricht ist.

Answer

Es gibt keinen Unterschied zwischen Message und Voicemail.

Answer

Eine Message ist eine wichtige Nachricht, während eine Voicemail eine weniger wichtige Nachricht ist.

Question 21

Wie buchstabiert man die Telefonnummer '0172 3456789' auf Englisch?

Accepted Answer

Zero one seven two three four five six seven eight nine

Answer

O one seven two three four five six seven eight nine

Answer

Null one seven two three four five six seven eight nine

Answer

Double-O one seven two three four five six seven eight nine

Question 22

When answering a business phone call, which of the following is considered professional?

Accepted Answer

Identifying yourself and your company

Answer

Asking for the caller's name and purpose immediately

Answer

Putting the caller on hold without explanation

Answer

Asking the caller to leave a message without greeting them

Question 23

If you are unable to answer a business call immediately, what should you do?

Accepted Answer

Answer the call and apologize for the delay

Answer

Let the phone ring until it goes to voicemail

Answer

Hang up the phone and call back later

Answer

Put the caller on hold indefinitely

Question 24

Which of the following is considered a 'soft skill' important for effective telephone communication?

Accepted Answer

Active listening

Answer

Technical proficiency

Answer

Knowledge of specialized industry jargon

Answer

Fast typing speed

Question 25

When taking accurate messages, which of the following is NOT a recommended practice?

Accepted Answer

Interrupting the caller to ask clarifying questions frequently

Answer

Using a standardized message format

Answer

Repeating the message back to the caller for confirmation

Answer

Writing down the caller's information and the time of the call

Question 26

When transferring a business call, it is important to:

Accepted Answer

Inform the caller of the reason for the transfer

Answer

Put the caller on hold without explanation

Answer

Transfer the call without the caller's consent

Answer

Hang up the phone and have the caller call back

Question 27

What is a key element of effective cross-cultural telephone communication?

Accepted Answer

Understanding cultural differences in communication styles

Answer

Translating all conversations into the caller's native language

Answer

Assuming that all cultures communicate in the same way

Answer

Avoiding using nonverbal cues

Question 28

Which of these techniques demonstrates active listening?

Accepted Answer

Paraphrasing.

Answer

Interrupting.

Answer

Changing the topic.

Answer

Talking over the other person.

Question 29

What is the recommended action if you cannot answer a caller's question immediately?

Accepted Answer

Place them on hold and seek assistance from a colleague.

Answer

Inform them that you do not know the answer.

Answer

End the call and request them to call back later.

Answer

Transfer them to an automated answering system.

Question 30

Which of the following is a polite way to conclude a telephone conversation?

Accepted Answer

Thank you for your time. Have a pleasant day.

Answer

Goodbye, have a good one.

Answer

Bye, catch you later.

Answer

See ya.

Question 31

How should you respond to an agitated caller?

Accepted Answer

Remain calm and professional.

Answer

Interrupt to clarify your points.

Answer

Demand that they calm down.

Answer

Disconnect the call.

Question 32

When answering the phone in a professional setting, which phrase is an appropriate greeting?

Accepted Answer

Good day, you've reached [company name].

Answer

Hello, who is this?

Answer

Hey, what do you want?

Answer

Hold on a sec, I'm busy.

Question 33

Which of the following is NOT an active listening skill?

Accepted Answer

Interrupting

Answer

Asking clarifying questions

Answer

Paraphrasing

Answer

Summarizing

Question 34

When dealing with an upset or angry caller, the most effective strategy is:

Accepted Answer

Listening without interrupting and making an effort to understand their perspective

Answer

Interrupting them to explain your point of view

Answer

Putting them on hold and ignoring their concerns

Answer

Transferring them to a different department without informing them

Question 35

When transferring a phone call, the correct protocol is to:

Accepted Answer

Ask the caller if they want to be transferred and connect them if they agree

Answer

Put the caller on hold, transfer them without saying anything, and then hang up

Answer

Transfer the caller without asking them, but announce the name of the person they are being transferred to

Answer

Put the caller on hold and page the person they need to speak to without informing the caller

Question 36

What is the appropriate way to communicate with a caller who is speaking too quickly or softly?

Accepted Answer

Politely requesting that they slow down or speak louder

Answer

Interrupting them and asking them to speak more slowly

Answer

Asking them to repeat themselves until you understand

Answer

Ignoring them and hoping they will eventually speak more clearly

Question 37

Which of the following is NOT a benefit of using voicemail?

Accepted Answer

It can harm your professional reputation

Answer

It allows callers to leave messages when you are unavailable

Answer

It helps free up your time so you can focus on other tasks

Answer

It makes it easier to prioritize and track incoming calls

Question 38

Welche der folgenden Handlungen ist **unangemessen**, wenn Sie einen Anruf entgegennehmen?

Accepted Answer

Den Anrufer häufig unterbrechen

Answer

Den Anrufer freundlich begrüßen

Answer

Dem Anrufer aufmerksam zuhören

Answer

Sich höflich verabschieden

Question 39

Which salutation is most appropriate when answering an incoming phone call in a professional setting?

Accepted Answer

Good morning/afternoon, thank you for calling <Company name>.

Answer

This is <Your name>, what do you want?

Answer

May I help you?

Answer

Hello, who is this?

Question 40

How should you respond when a caller inquires about an unavailable colleague?

Accepted Answer

I'm sorry, <Colleague's name> is currently out of the office. May I take a message, or would you like to try calling back later?

Answer

He/she's not here.

Answer

I don't know where he/she is.

Question 41

What are the key benefits of employing active listening skills during a telephone conversation?

Accepted Answer

Demonstrates understanding, fosters rapport, and encourages the speaker to provide more information.

Answer

Makes the speaker feel superior.

Answer

Ends the conversation more quickly.

Question 42

Which of the following practices undermines proper telephone etiquette?

Accepted Answer

Interrupting the caller without seeking permission.

Answer

Using clear and concise language.

Answer

Maintaining a polite and respectful tone.

Answer

Speaking at an appropriate pace.

Question 43

When placing a caller on hold, what is the proper protocol to follow?

Accepted Answer

Politely ask for the caller's consent, explain the reason for the hold, and provide an estimated waiting time.

Answer

Put the caller on hold without informing them.

Question 44

What is the main purpose of leaving a voicemail message?

Accepted Answer

To convey essential information, request a response, and potentially schedule a follow-up.

Answer

To record the conversation for later reference.

Answer

To avoid having to speak to the person directly.

Question 45

Which elements are crucial for conducting successful telephone conversations?

Accepted Answer

Clear communication, active listening, and maintaining a professional demeanor.

Answer

Speaking exceptionally fast or slow.

Answer

Using complex jargon and technical terms.

Question 46

How should you conclude a professional telephone conversation appropriately?

Accepted Answer

Summarize key points, express gratitude for the caller's time, and offer assistance if required.

Answer

End the call without acknowledging the caller's input.

Answer

Hang up the phone abruptly without saying goodbye.

Question 47

When making international phone calls, what is a common mistake to avoid?

Accepted Answer

Assuming that English is universally spoken and understood.

Answer

Adjusting your tone of voice to match the target culture.

Answer

Checking the time difference between the two locations.

Answer

Being respectful of cultural differences.

Question 48

What is a significant advantage of using a headset while making phone calls?

Accepted Answer

It enables multitasking and improves audio quality by reducing background noise.

Answer

It eliminates the need for taking notes.

Answer

It allows for more comfortable phone conversations.

Answer

It gives a more professional appearance.

Question 49

What is the most professional way to answer a business phone call?

Accepted Answer

Good morning/afternoon, [company name], [your name] speaking.

Answer

Yes?

Answer

Speaking.

Answer

Hello, this is [your name].

Question 50

Which of these actions is LEAST helpful when dealing with a difficult caller?

Accepted Answer

Interrupting the caller.

Answer

Offering a solution or compromise.

Answer

Remaining calm and professional.

Answer

Apologizing for any inconvenience.

Question 51

Why is active listening important during a phone call?

Accepted Answer

It shows the caller you understand their message and are engaged in the conversation.

Answer

It makes you sound more confident.

Answer

It allows you to quickly finish the call.

Question 52

Which statement is NOT true about using clear and concise language on the phone?

Accepted Answer

It can lead to misunderstandings.

Answer

It helps everyone understand each other.

Answer

It makes the conversation more professional.

Answer

It saves time.

Question 53

What is the best tone of voice to use on a professional phone call?

Accepted Answer

Friendly and respectful.

Answer

Loud and commanding.

Answer

Sarcastic and dismissive.

Answer

Monotone and bored.

Question 54

What is a helpful technique for taking notes during a phone call?

Accepted Answer

Using abbreviations and symbols to save time.

Answer

Avoiding taking notes and relying on your memory.

Answer

Writing down every word the caller says.

Answer

Only taking notes if the caller speaks very slowly.

Question 55

What is the correct way to put a caller on hold?

Accepted Answer

Ask for their permission and explain why you need to put them on hold.

Answer

Telling them to call back later.

Answer

Putting them on hold without saying anything.

Answer

Only putting them on hold for a few seconds.

Question 56

When should you transfer a call to another person?

Accepted Answer

When you can't answer the caller's question or help them with their request.

Answer

When you are busy with something else.

Answer

When the caller is being rude or demanding.

Question 57

You answer the phone in your office. What is the most appropriate way to greet the caller?

Accepted Answer

Good morning/afternoon. This is [your name] speaking. How can I help you?

Answer

Hey, what's up?

Answer

Hello.

Question 58

A caller asks for your colleague, Mr. Schmidt, who is currently out of the office. How do you respond?

Accepted Answer

I'm sorry, Mr. Schmidt is not available at the moment. Can I take a message?

Answer

I don't know where he is.

Answer

He's not here. Call back later.

Question 59

You need to ask the caller to repeat their phone number. What is the most polite way to do this?

Accepted Answer

Could you please repeat your phone number? I didn't quite catch it.

Answer

What's your number again?

Answer

Say your number again, please.

Question 60

You need to transfer a call to another department. What phrase is appropriate to use?

Accepted Answer

Please hold, I'll transfer you to the [department name].

Answer

Wait a second, I'm transferring you.

Answer

Go to the [department name], they can help you.

Question 61

You need to leave a message for a colleague. What information should you include in your message?

Accepted Answer

Your name, the date and time of the call, the reason for the call, and your contact information.

Answer

Just your name and the reason for the call.

Answer

Your name, your phone number, and a quick message.

Question 62

You receive a call from a customer who is very angry. How should you respond?

Accepted Answer

Acknowledge their frustration and try to understand their concerns.

Answer

Ignore their anger and continue with your conversation.

Answer

Tell them to calm down.

Question 63

You need to ask the caller to hold. What is the most appropriate way to do this?

Accepted Answer

Please hold, I'll be back with you in a moment.

Answer

Wait a minute.

Answer

Don't hang up.

Answer

Hold on.

Question 64

You are ending a phone conversation. What is the most appropriate way to say goodbye?

Accepted Answer

Thank you for calling. Goodbye.

Answer

Have a nice day.

Answer

See you later.

Answer

Bye.