Your Business Etiquette Score

Name:
Date:
1

In the unlikely event that you reach a receptionist or secretary when making a business call (instead of voice mail o
calling), how should you address the call taker?

a.
b.
c.
d.
2
a.
b.
c.
d.

The single most important factor in leaving a voice mail message is ______.

3
a.
b.

You should never take a business call at lunch even if co-workers lunching with you don't mind.

4
a.
b.
c.
d.

What does not need to be a consideration before you make a phone call?

5
a.
b.
c.
d.

If your business call to someone will be unexpected, what should you do?

What is not an active listening word that will let your party know you are listening while on a business phone call?

a.
b.
c.
d.
7
a.
b.
c.
d.

Why should you keep a pad and pen near the phone for use during business calls?

8
a.
b.
c.
d.

Why should you generally not answer your business phone on the first ring?

9
a.
b.

You should smile when you're on the phone it "shows" through the phone.

10
a.
b.
c.
d.

When taking a business phone call you should try to

11
a.
b.
c.
d.

Why shouldn't I type my e-mails in all caps?

12
a.
b.
c.
d.

Before sending a very large attachment, I should:

13
a.
b.
c.
d.

What is the most important thing I should do with every e-mail?

14
a.
b.
c.
d.

How quickly should I reply to e-mail?

15
a.
b.
c.
d.

Why should I use the BCC field?

16
a.
b.
c.
d.

Before e-mailing a Web site for assistance, the first step I should take is:

17
a.
b.

When making a business introduction between two people, the most important rule to remember is:

c.
d.
18
a.
b.
c.
d.

Anger is a complex emotion that occasionally surfaces in the workplace. When it does, the best way to deal with an

19
a.
b.
c.
d.

Making small talk is vital for conducting business today because it:

20
a.
b.
c.
d.

Customers who experience poor etiquette in dealing with your organization:

Total number of correct answers: __________

* Your score is : (Total number of correct answers/20)*100 : _________

Your Business Etiquette Score

unlikely event that you reach a receptionist or secretary when making a business call (instead of voice mail of the person you a
), how should you address the call taker?
Ask for the person you're calling for
Ask for your party's extension without offering any other information
Ask for the person you're calling for, state your name and purpose for calling
Ask for the person you're calling for, and state your name

ngle most important factor in leaving a voice mail message is ______.

Leave a message that's short and to the point
Humor
Leaving as much information as possible
Speaking clearly and succinctly

ould never take a business call at lunch even if co-workers lunching with you don't mind.
1
0

oes not need to be a consideration before you make a phone call?

Who you are calling
The purpose of your call
The best time to call
A brief joke to break the ice

business call to someone will be unexpected, what should you do?

Tell them the purpose of your call then ask them to call you back at their convenience
Leave a message on voice mail or with a receptionist and tell them to call at their convenience
Email them and ask what a good time for calling would be
Call them, but first ask if they have time, before proceeding with the call

s not an active listening word that will let your party know you are listening while on a business phone call?
"What?"
"Yes"
"I see"
"Great"

hould you keep a pad and pen near the phone for use during business calls?
To jot down things your party says so you remember them
To jot down notes about other things you need to do
To jot down ideas to suggest to your party
To help script your call so you don't forget anything

hould you generally not answer your business phone on the first ring?
It's rude
You don't look busy enough
You should let the phone ring through to your voice mail so you can talk at a time of your choosing
It can catch the caller off-guard

ould smile when you're on the phone it "shows" through the phone.
1
0

aking a business phone call you should try to

Be overly courteous
Talk about personal issues
Enunciate and Speak Clearly
Refer to sports to lighten the mood

houldn't I type my e-mails in all caps?

All caps insinuates you are yelling or screaming
It makes you look lazy and/or uneducated
It is a strain on your eyes, makes reading e-mail more difficult
All of the above

sending a very large attachment, I should:

Compress the file (zip it up)
Send it first thing in the morning and call to make sure it was received
Send it during week days
Compress the file, then ask first when would be the best time to e-mail it

s the most important thing I should do with every e-mail?

Spell check, use full sentence structure and use proper grammar
Have a nice greeting: Hi, Hello, etc.
Have a proper sign off: Sincerely, etc.
All of the above

uickly should I reply to e-mail?

As soon as I can; no longer than 24-48 hours
When I get around to it
I don't have to reply
Doesn't matter

hould I use the BCC field?

So I can send copies of business e-mail to my friends without my boss knowing
To keep my e-mail looking clean
To respect my contact's privacy
So I can send copies to anyone I want

e-mailing a Web site for assistance, the first step I should take is:
Double check my e-mail address is correct
Get all my questions together and only send one e-mail
Make a reasonable effort to ensure the info I seek is not already covered on the site
All of the above

making a business introduction between two people, the most important rule to remember is:
Say your own name before introducing the two people
Use the name of the most important person first in the introduction
Repeat the names of the people involved in the introduction twice so theyll remember each others names and their proper
pronunciation of those names
Introduce yourself

s a complex emotion that occasionally surfaces in the workplace. When it does, the best way to deal with anger is to:
Train yourself to deal with anger and dont express it during working hours
Speak your mind regularly so it doesnt build up
Find outlets for your anger such as a walk during lunch, journaling, counting to ten.
Shout at the customer

small talk is vital for conducting business today because it:

Gives people an insight into your character
Creates rapport with people
Kill time
(a) and (b)

mers who experience poor etiquette in dealing with your organization:

Usually do not complain
Usually will not do business with you again
Will tell others of their bad experience
(b) and (c)

er of correct answers: __________

is : (Total number of correct answers/20)*100 : _________

1. In the unlikely event that you reach a receptionist or secretary when making a business call (instead of voice mail of the perso
address the call taker?
d. Ask for the person you're calling for, and state your name
2. The single most important factor in leaving a voice mail message is ______.
a.Leave a message that's short and to the point

(OR)

d. Speaking clearly and succinctly

3. You should never take a business call at lunch even if co-workers lunching with you don't mind.
b.TRUE
4. What does not need to be a consideration before you make a phone call?
d.A brief joke to break the ice
5. If your business call to someone will be unexpected, what should you do?
d.Call them, but first ask if they have time, before proceeding with the call
6. What is not an active listening word that will let your party know you are listening while on a business phone call?
a."What?"
7. Why should you keep a pad and pen near the phone for use during business calls?
a.To jot down things your party says so you remember them

(OR)

c. To jot down ideas to suggest to your party

8. Why should you generally not answer your business phone on the first ring?
Correct Answer: d. It can catch the caller off-guard
9. You should smile when you're on the phone it "shows" through the phone.
b.TRUE
10. When taking a business phone call you should try to
c.Enunciate and Speak Clearly
11. Why shouldn't I type my e-mails in all caps?
d.All of the above
12. Before sending a very large attachment, I should:
a.Compress the file (zip it up)
13. What is the most important thing I should do with every e-mail?
d.All of the above
14. How quickly should I reply to e-mail?
a.As soon as I can; no longer than 24-48 hours
15. Why should I use the BCC field?
c.To respect my contact's privacy
16. Before e-mailing a Web site for assistance, the first step I should take is:
c.Make a reasonable effort to ensure the info I seek is not already covered on the site
17. When making a business introduction between two people, the most important rule to remember is:
a.Use the name of the most important person first in the introduction

18. Anger is a complex emotion that occasionally surfaces in the workplace. When it does, the best way to deal with anger is to:
c. Find outlets for your anger such as a walk during lunch, journaling, counting to ten.
19. Making small talk is vital for conducting business today because it:
(a) and (b)
20. Customers who experience poor etiquette in dealing with your organization:
(b) and (c)

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d
a or d
b
d
d
a
a or c
d
b
c
d
a
d
a
c
c
a
c
a and b
b and c

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d
a or d
b
d
d
a
a or c
d
b
c
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a
d
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c
a and b
b and c