Telefonieren im Geschäftsleben: Englisch für Verkäuferinnen

Question 1

When rescheduling a meeting in a formal business phone call, which of the following phrases is most appropriate?

Accepted Answer

Could we reschedule our meeting to a different time, please?

Answer

I'd like to change the schedule of our meeting, if possible.

Answer

Can you move our meeting to a different time?

Answer

I am unable to make it to our scheduled meeting.

Question 2

During a business phone call, which action is NOT considered active listening?

Accepted Answer

Interrupting the caller to ask questions

Answer

Paraphrasing the caller's statements

Answer

Asking clarifying questions to ensure understanding

Answer

Summarizing the key points of the conversation

Question 3

What is the primary purpose of using transition phrases in business phone calls?

Accepted Answer

To indicate the start of a new topic or section

Answer

To summarize the main points of the conversation

Answer

To show agreement or disagreement with the caller

Answer

To express gratitude or appreciation

Question 4

When a customer expresses dissatisfaction during a business phone call, how should you respond appropriately?

Accepted Answer

Listen attentively, apologize for the inconvenience, and offer a solution

Answer

Become defensive and argue with the customer

Answer

Interrupt the customer and try to fix the problem quickly

Answer

Tell the customer they are wrong

Question 5

When providing information over the phone, it is important to:

Accepted Answer

Be patient, clear, and use examples for better understanding

Answer

Speak quickly and concisely to save time

Answer

Use technical jargon and abbreviations for efficiency

Answer

Avoid asking the caller any questions

Question 6

What is the main reason for confirming information during a business phone call?

Accepted Answer

To ensure accuracy and avoid misunderstandings

Answer

To show that you are paying attention to the caller

Answer

To make the customer feel important

Answer

To waste time

Question 7

Which of the following is NOT an advantage of using a telephone script during business calls?

Accepted Answer

Provides more flexibility for handling unexpected situations

Answer

Reduces stress for the caller

Answer

Ensures consistency in the information provided

Answer

Improves customer satisfaction

Question 8

When someone on the phone is not clear, which of the following is NOT a polite way to ask them to repeat themselves?

Accepted Answer

What did you say?

Answer

Sorry, could you repeat that, please?

Answer

Excuse me, I didn't quite catch that.

Answer

Can you please say that again?

Question 9

What is the main purpose of using a call script?

Accepted Answer

To provide guidance and structure for phone conversations

Answer

To allow for memorizing the entire conversation before the call

Answer

To avoid thorough preparation before making a phone call

Answer

To make phone calls more relaxed

Question 10

Which of the following is NOT considered a common mistake to avoid in business phone conversations?

Accepted Answer

Asking questions

Answer

Using jargon or technical terms

Answer

Speaking too quickly

Answer

Interrupting the other person

Question 11

Welche der folgenden Formulierungen ist eine höfliche Art, ein Telefongespräch zu beginnen?

Accepted Answer

Guten Tag, kann ich bitte [Name des Gesprächspartners] sprechen?

Answer

Hallo, wer ist da?

Answer

Kann ich Sie sprechen?

Answer

Was geht ab?

Question 12

Welche Aussage ist falsch im Zusammenhang mit der Terminvereinbarung?

Accepted Answer

Vereinbaren Sie einen Treffpunkt.

Answer

Nennen Sie konkrete Uhrzeiten und Daten.

Answer

Zeigen Sie sich flexibel und bieten Sie Alternativen an.

Answer

Bestätigen Sie den Termin schriftlich.

Question 13

Welche der folgenden Aussagen sind wichtig, wenn Sie telefonieren?

Accepted Answer

Alle der genannten Aussagen.

Answer

Sprechen Sie deutlich und langsam.

Answer

Unterbrechen Sie Ihren Gesprächspartner nicht.

Answer

Machen Sie sich Notizen.

Question 14

Welche Aussage ist falsch in Bezug auf das aktive Zuhören?

Accepted Answer

Unterbrechen Sie Ihren Gesprächspartner regelmäßig.

Answer

Wiederholen Sie, was Ihr Gesprächspartner sagt.

Answer

Stellen Sie klärende Fragen.

Answer

Zeigen Sie Interesse durch verbale und nonverbale Signale.

Question 15

Wie bitten Sie Ihren Gesprächspartner höflich, etwas zu wiederholen?

Accepted Answer

Könnten Sie das bitte wiederholen?

Answer

Ich habe Sie nicht richtig verstanden.

Answer

Sagen Sie das nochmal.

Answer

Ich kann Ihnen nicht folgen.

Question 16

Welche der folgenden Optionen ist die höflichste Art, ein Telefongespräch zu beginnen?

Accepted Answer

Hallo, hier ist [Ihr Name]. Wie kann ich Ihnen helfen?

Answer

Werden Sie gleich Zeit haben? Ich habe eine kurze Frage.

Answer

Könnten Sie mir bitte behilflich sein?

Answer

Ich nehme an, Sie haben einen Moment Zeit?

Question 17

Welche Informationen sind in der Regel wichtig, wenn ein Termin vereinbart wird?

Accepted Answer

Datum, Uhrzeit, Ort, Thema

Answer

Datum, Uhrzeit, Teilnehmer

Answer

Uhrzeit, Ort, Teilnehmer

Answer

Thema, Ort, Teilnehmer

Question 18

Wie bittet man am Telefon höflich um Informationen?

Accepted Answer

Könnten Sie mir bitte sagen, wo ich das Formular finde?

Answer

Wo ist das Formular?

Answer

Schicken Sie mir bitte das Formular.

Answer

Ich brauche das Formular.

Question 19

Welche Aussage ist eine angemessene Art, ein Telefongespräch zu beenden?

Accepted Answer

Vielen Dank für Ihre Zeit. Auf Wiederhören.

Answer

Tschüss, bis bald.

Answer

Ich beende jetzt das Gespräch.

Answer

Ich habe keine Zeit mehr.

Question 20

Was bedeutet die Abkürzung "cc" in einer E-Mail?

Accepted Answer

Carbon Copy

Answer

Central Copy

Answer

Copied Copy

Answer

Closed Copy

Question 21

Welche der folgenden Praktiken ist vorteilhaft für die Telefonkommunikation?

Accepted Answer

Deutlich und langsam sprechen.

Answer

Den Gesprächspartner häufig unterbrechen.

Answer

Fachjargon verwenden.

Answer

Unhöflich sein.

Question 22

Welche Aussage ist eine angemessene Entschuldigung gegenüber einem Kunden?

Accepted Answer

Es tut mir leid für die Unannehmlichkeiten.

Answer

Das ist nicht meine Schuld.

Answer

Keine Sorge, es ist nicht so schlimm.

Answer

Ich kann Ihnen nicht helfen.

Question 23

Welche der folgenden Phrasen ist höflich, um ein Gespräch zu unterbrechen?

Accepted Answer

Entschuldigen Sie, darf ich Sie kurz unterbrechen?

Answer

Ich muss Ihnen jetzt ins Wort fallen.

Answer

Könnten Sie bitte aufhören zu sprechen?

Answer

Ich bin fertig.

Question 24

Welches Verhalten ist ein Hinweis auf aktives Zuhören?

Accepted Answer

Zusammenfassen, was der andere gesagt hat

Answer

Den Sprecher unterbrechen

Answer

Über das eigene Thema sprechen

Answer

Das Handy benutzen

Question 25

When answering a business call in German, you would typically say:

Accepted Answer

Guten Tag, [Ihr Name] am Apparat.

Answer

Hallo, hier ist [Ihr Name].

Answer

Bitte halten Sie, ich verbinde Sie.

Answer

Was kann ich für Sie tun?

Question 26

In a business phone call, which of the following is the most appropriate way to request to speak to a specific person?

Accepted Answer

May I speak with Mr. Smith?

Answer

Is Mr. Smith there?

Answer

Can I have Mr. Smith?

Answer

Can I get Mr. Smith?

Question 27

To schedule a meeting in a business phone call, the most suitable question to use is:

Accepted Answer

Can we schedule a meeting for next week?

Answer

Do you have an appointment next Tuesday?

Answer

Are you free to meet next Thursday?

Answer

What is your schedule like?

Question 28

When leaving a voicemail message, the most appropriate way to begin is:

Accepted Answer

Hello, this is [your name]. I am leaving a message for [person's name].

Answer

Hi, I am calling to leave a message for [person's name].

Answer

Please leave your message after the tone.

Answer

This is [your name] for [person's name]. Please call me back.

Question 29

The term 'conference call' refers to:

Accepted Answer

A phone call with multiple participants

Answer

A video call with multiple participants

Answer

A meeting where multiple people are present

Answer

A call where everyone speaks at the same time

Question 30

When confirming information during a business phone call, the most professional way to do so is:

Accepted Answer

To confirm, the appointment is for 10am?

Answer

So, the meeting is at 10am tomorrow?

Answer

Are we meeting tomorrow at 10?

Answer

Is it correct that the meeting is at 10?

Question 31

Which of the following is NOT an advantage of using video conferencing in business communication?

Accepted Answer

Lack of flexibility

Answer

Enhanced communication through visual cues

Answer

Time and cost savings

Answer

Increased productivity

Question 32

In English, how do you convey 'I am calling from ...'?

Accepted Answer

I am calling from ...

Answer

I am to call from ...

Answer

I call from ...

Answer

I am to be called from ...

Question 33

Which question is not suitable for gathering information?

Accepted Answer

How are you?

Answer

What is your name?

Answer

What are you interested in?

Answer

What do you think?

Question 34

In English, how do you spell the word 'Rufnummer'?

Accepted Answer

Rufnummer

Answer

Telefonnummer

Answer

Handynummer

Answer

Durchwahl

Question 35

Welche Begrüßung ist für ein geschäftliches Telefonat angemessen?

Accepted Answer

Guten Morgen, [Firmenname].

Answer

Kann ich bitte mit [Name] sprechen?

Answer

Hallo, wie geht es Ihnen?

Answer

Hallo, kann ich Ihnen helfen?

Question 36

Wie reagieren Sie auf eine Anfrage nach einer Person, die nicht erreichbar ist?

Accepted Answer

[Name] ist derzeit nicht im Büro. Möchten Sie eine Nachricht hinterlassen?

Answer

Ich kann Ihnen nicht helfen.

Answer

Die Person ist nicht da.

Question 37

Wie verabschieden Sie sich höflich in einem geschäftlichen Telefonat?

Accepted Answer

Vielen Dank für Ihren Anruf. Auf Wiederhören.

Answer

Wir hören voneinander.

Answer

Tschüss, bis bald.

Answer

Ich wünsche Ihnen noch einen schönen Tag.

Question 38

Welcher Ausdruck vermittelt Dringlichkeit in einem geschäftlichen Telefonat?

Accepted Answer

Es ist sehr wichtig, dass ich [Person] noch heute erreiche.

Answer

Ich würde mich freuen, wenn Sie mich zurückrufen.

Answer

Würden Sie mir bitte mitteilen, wann [Person] verfügbar ist?

Question 39

Wie bitten Sie höflich um eine Wiederholung einer Aussage?

Accepted Answer

Entschuldigung, könnten Sie das bitte wiederholen?

Answer

Ich habe Sie nicht verstanden.

Answer

Sprechen Sie bitte langsamer.

Answer

Könnten Sie mir das schriftlich geben?

Question 40

Wie reagieren Sie angemessen auf eine Bitte um Wiederholung?

Accepted Answer

Natürlich, ich wiederhole das gerne.

Answer

Ich habe keine Zeit dafür.

Answer

Was haben Sie nicht verstanden?

Answer

Ich kann das nicht noch einmal sagen.

Question 41

Welcher Ausdruck wird verwendet, um ein Angebot anzunehmen?

Accepted Answer

Das Angebot nehme ich gerne an.

Answer

Ich werde Sie darüber informieren, wenn ich mich entschieden habe.

Answer

Ich bin interessiert, aber ich muss noch darüber nachdenken.

Answer

Ich muss das mit meinem Chef besprechen.

Question 42

Wie bitten Sie höflich um eine Klärung?

Accepted Answer

Könnten Sie das bitte etwas genauer erklären?

Answer

Ich verstehe nicht, was Sie meinen.

Answer

Könnten Sie mir ein Beispiel geben?

Answer

Ich brauche mehr Informationen.

Question 43

What is the correct way to initiate a business telephone conversation?

Accepted Answer

Good morning/afternoon, [Company Name]. This is [Your Name] speaking.

Answer

Can I speak to [Person's Name], please?

Answer

Hello, this is [Your Name].

Question 44

How do you schedule an appointment?

Accepted Answer

Would you be available to meet on [Date] at [Time]?

Answer

I need to meet with you about [Topic].

Answer

Can you meet me at [Time]?

Question 45

What information do you need to leave a message?

Accepted Answer

Name, phone number, and reason for the call.

Answer

Reason for the call and email address.

Answer

Name and email address.

Answer

Phone number and reason for the call.

Question 46

How do you politely ask someone to speak more slowly?

Accepted Answer

Could you please speak a little slower?

Answer

Repeat that, please.

Answer

I can't understand you.

Answer

Slow down.

Question 47

What information should you include when scheduling an appointment with a customer?

Accepted Answer

Date, time, location, and purpose of the meeting.

Answer

Customer's name and contact details.

Answer

Date and time.

Answer

Location and purpose of the meeting.

Question 48

What type of information should you avoid giving out over the phone?

Accepted Answer

Personal information such as social security number or bank account details.

Answer

Name and address.

Answer

Phone number.

Question 49

In a professional business phone call, how should you introduce yourself?

Accepted Answer

Hello, this is [Your Name] from [Company Name].

Answer

Hey, it's [Your Name].

Answer

Good morning, [Company Name] speaking.

Question 50

When a customer calls with a complaint, the best response is:

Accepted Answer

I understand your frustration. I'll do my best to assist you.

Answer

What seems to be the problem?

Answer

I'm sorry, but that's not our fault.

Question 51

To transfer a call to a colleague, the proper way to do so is:

Accepted Answer

Please hold while I transfer you to my colleague, [Colleague's Name].

Answer

Can you wait while I find someone to help you?

Answer

I'll just put you on hold for a moment.

Question 52

In a business phone conversation, which tone of voice is inappropriate?

Accepted Answer

Casual and informal

Answer

Clear and professional

Answer

Enthusiastic and upbeat

Answer

Friendly and polite

Question 53

Before receiving an important phone call, it's essential to:

Accepted Answer

Gather necessary information, review notes, and practice active listening.

Answer

Write down all the questions you want to ask.

Answer

Take a break to relax and clear your mind.

Question 54

An advantage of email over the phone for business communication is:

Accepted Answer

It creates a written record of the conversation.

Answer

It allows for more personal interaction.

Answer

It is faster and more efficient.

Answer

It is more secure.

Question 55

During a conference call with multiple participants, to ensure everyone can be heard, you should:

Accepted Answer

Speak clearly, avoid interrupting others, and listen attentively.

Answer

Use a speakerphone to amplify your voice.

Answer

Talk over others to ensure your points are heard.

Question 56

When receiving a voicemail message, the most important details to capture are:

Accepted Answer

Name of the caller, contact information, and key message.

Answer

Background noise.

Answer

Time and date of the message.

Answer

Overall tone of the message.

Question 57

To suggest a specific meeting time, which phrase would be appropriate?

Accepted Answer

Would Wednesday at 10 am work for you?

Answer

Are you available on Monday?

Answer

What time suits you?

Answer

Can you make it next Friday?

Question 58

A client inquires about a product you offer. To confirm their request, which statement would be most appropriate?

Accepted Answer

Let me clarify. You're interested in our latest line of printers, is that correct?

Answer

Are you sure about that?

Answer

Did you say printers or scanners?

Question 59

You need to transfer a call to a different department. Which phrase would be most professional to use?

Accepted Answer

Please hold. I'll connect you to our sales department.

Answer

Just a moment. Someone will be with you.

Answer

I can't transfer your call.

Question 60

A client expresses interest in receiving more information about your products. Which response would be most appropriate?

Accepted Answer

Certainly. I can send you a brochure that provides more details.

Answer

I'm not sure if we have any brochures.

Answer

You can find more information on our website.

Question 61

When concluding a business phone call, which statement is considered polite and professional?

Accepted Answer

Thank you for calling. Have a great day.

Answer

See you later.

Answer

Talk to you soon.

Answer

Okay, bye.

Question 62

If you're unable to answer a client's question immediately, which response would be most appropriate?

Accepted Answer

I'll need to verify that information. I'll call you back as soon as I have an answer.

Answer

Can you call back later?

Answer

I don't have that information.

Question 63

When taking a message for a client who is unavailable, which information is most important to obtain?

Accepted Answer

Could you please spell your last name and provide me with your contact number?

Answer

Can you repeat your message?

Answer

What's your first name?

Question 64

What is the primary purpose of leaving a voicemail message?

Accepted Answer

To inform callers of your availability and provide instructions on how to reach you.

Answer

To share personal updates.

Answer

To entertain callers.