Telefonieren auf Englisch für Pharmazeutisch-kaufmännische Angestellte

Question 1

Translate the following sentence into English: "Ich hätte gerne mit Herrn Müller gesprochen."

Accepted Answer

I would like to speak to Mr. Müller.

Answer

I would have liked to speak to Mr. Müller.

Answer

I'd like to talk to Mr. Müller.

Answer

I'm calling for Mr. Müller.

Question 2

Wie bitten Sie jemanden am Telefon höflich, leiser zu sprechen?

Accepted Answer

Könnten Sie bitte etwas leiser sprechen?

Answer

Könnten Sie bitte etwas lauter sprechen?

Answer

Könnten Sie das bitte wiederholen?

Answer

Sprechen Sie bitte etwas lauter.

Question 3

To politely interrupt a caller who is talking over you, you should:

Accepted Answer

Say 'Excuse me' and wait for a pause

Answer

Speak louder to drown them out

Answer

Hang up the phone and call back

Answer

Ignore them and continue talking

Question 4

What is the primary purpose of repeating the caller's name and number back to them?

Accepted Answer

To ensure accuracy and avoid misunderstandings

Answer

To show that you are listening

Answer

To end the conversation

Answer

To avoid making mistakes

Question 5

To leave a professional voicemail message, you should:

Accepted Answer

State your name, company, and reason for calling clearly

Answer

Speak quickly to save time

Answer

Be vague about the purpose of your call

Answer

Use slang and abbreviations

Question 6

Wie können kulturelle Unterschiede die Kommunikation am Telefon beeinflussen? Nennen Sie Beispiele.

Accepted Answer

Kulturelle Unterschiede können die Kommunikation am Telefon beeinflussen, indem sie zu Missverständnissen über Sprache, Tonfall und Gesprächsgeschwindigkeit führen.

Answer

Die Sprache ist bei allen Kulturen gleich.

Answer

Der Tonfall ist in allen Kulturen gleich.

Answer

Die Gesprächsgeschwindigkeit ist in allen Kulturen gleich.

Question 7

When answering a phone call in a professional setting, what is the appropriate greeting?

Accepted Answer

Hello, this is [your name].

Answer

Hi, [company name].

Answer

Good day, who's calling?

Answer

Yes, speaking.

Question 8

Sie arbeiten als Pharmazeutisch-kaufmännische(r) Angestellte(r) am Empfang und nehmen einen Anruf entgegen. Eine Kundin beschwert sich aufgebracht über ein Medikament. Wie reagieren Sie angemessen?

Accepted Answer

Ruhig bleiben und der Kundin zuhören, ohne sie zu unterbrechen

Answer

Die Kundin unterbrechen und ihr widersprechen

Answer

Die Kundin an einen Vorgesetzten weiterleiten

Answer

Der Kundin auflegen

Question 9

When leaving a professional voicemail, what is the most crucial aspect to consider?

Accepted Answer

Clarity and conciseness

Answer

Using informal language

Answer

Sharing excessive personal information

Answer

Repeating your name and contact details multiple times

Question 10

Which of the following is the correct way to request a callback?

Accepted Answer

Could you please call me back?

Answer

Please call me again.

Answer

When can I call you back?

Answer

I'll call you later.

Question 11

When faced with a difficult or angry caller, what is the most crucial aspect to remember?

Accepted Answer

Maintain composure and professionalism.

Answer

Engage in an argument to assert your position.

Answer

Attempt to interrupt and speak over the caller.

Answer

Terminate the call abruptly.

Question 12

Which scenario is NOT an appropriate reason to utilize a speakerphone?

Accepted Answer

When discussing confidential information.

Answer

When background noise is present.

Answer

When multiple individuals need to participate in the conversation.

Answer

When multitasking is necessary during the call.

Question 13

Which of the following tips is NOT conducive to effective telephone communication?

Accepted Answer

Raising your voice excessively to ensure the caller hears you.

Answer

Avoiding the use of slang or jargon.

Answer

Demonstrating active listening skills.

Answer

Speaking clearly at an appropriate pace.

Question 14

Welcher der folgenden Punkte ist KEIN Vorteil der Verwendung eines VoIP-Telefonsystems?

Accepted Answer

Zuverlässigkeit

Answer

Kosteneffizienz

Answer

Mobilität

Answer

Skalierbarkeit

Question 15

Which phrase is commonly used to inquire about the caller's identity?

Accepted Answer

May I inquire as to who is calling, please?

Answer

What is your name, please?

Answer

Could you provide your phone number?

Answer

How can I assist you?

Question 16

How should you respond when asked to hold on the line?

Accepted Answer

Certainly. I will place you on hold.

Answer

I am not inclined to wait.

Answer

I will return your call shortly.

Answer

What is the purpose of your request?

Question 17

How can you indicate to the caller that you are struggling to comprehend their speech?

Accepted Answer

I apologize, could you kindly repeat that?

Answer

Can you speak up, please?

Answer

What did you say?

Answer

I do not understand.

Question 18

What is the appropriate tone of voice for answering a business phone?

Accepted Answer

Professional and courteous

Answer

Whispering and secretive

Answer

Loud and assertive

Answer

Casual and relaxed

Question 19

When requesting the caller to spell their name, which phrase should you use?

Accepted Answer

Could you spell that for me, please?

Answer

Can you give me your name again?

Answer

What are the letters in your name?

Question 20

In a professional setting, which action should be avoided when dealing with an irate caller?

Accepted Answer

Engaging in an argument

Answer

Apologizing for any inconvenience

Answer

Offering a solution to their concern

Answer

Listening attentively to their issue

Question 21

When initiating a telephone conversation, which salutation demonstrates the highest level of politeness?

Accepted Answer

Good day, my name is [Your Name]. How may I assist you?

Answer

Who's calling, please?

Answer

Hello, what do you want?

Question 22

To take a message for someone who is unavailable, the most appropriate phrase to use is:

Accepted Answer

Can I take a message?

Answer

I need to talk to him directly.

Answer

Is he not present?

Answer

Who's speaking?

Question 23

When you need to ask someone to repeat what they said, the most polite way to do so is:

Accepted Answer

Could you please repeat that?

Answer

I didn't understand what you said.

Answer

What?

Question 24

To politely interrupt someone during a conversation, the most appropriate phrase to use is:

Accepted Answer

Excuse me, may I interrupt you for a moment?

Answer

Is it okay if I say something?

Answer

Hold on, I have a question.

Answer

I have something important to say.

Question 25

Which of the following is essential for effective telephone communication?

Accepted Answer

Clarity, conciseness, and politeness

Answer

Excessive speed, unnecessary details, and directness

Answer

Loud volume, frequent pauses, and emotional expressions

Answer

Slang, technical jargon, and personal anecdotes

Question 26

When you need to transfer a call to a colleague, the most appropriate way to do so is:

Accepted Answer

May I transfer you to [Colleague's Name]? They're currently on another call.

Answer

I don't know where they are.

Answer

Can you call back later?

Question 27

To conclude a telephone conversation professionally, the most appropriate phrase to use is:

Accepted Answer

Thank you for your call. Have a pleasant day.

Answer

You can hang up now.

Answer

I don't have time for this anymore.

Question 28

Wie bitten Sie jemanden höflich, langsamer zu sprechen?

Accepted Answer

Könnten Sie bitte etwas langsamer sprechen?

Answer

Sprechen Sie nicht so schnell.

Answer

Ich kann Ihnen nicht folgen.

Question 29

Welche der folgenden Angaben gehört NICHT zu den Vorteilen der telefonischen Kommunikation?

Accepted Answer

Nonverbale Kommunikation

Answer

Schneller Kontakt

Answer

Kostengünstig

Question 30

Wie fragen Sie höflich nach dem Namen einer Person, wenn Sie ihn nicht verstanden haben?

Accepted Answer

Entschuldigung, könnten Sie mir Ihren Namen noch einmal nennen?

Answer

Wie ist Ihr Name?

Answer

Wer sind Sie?

Question 31

Which of the following is the correct way to answer the phone in a professional setting in German?

Accepted Answer

Guten Tag, hier ist [Ihr Name].

Answer

Hallo, wer ist da?

Answer

Ja, bitte?

Answer

Was möchten Sie?

Question 32

Which of the following is NOT a common reason for a miscommunication on the phone?

Accepted Answer

Clear pronunciation

Answer

Background noise

Answer

Cultural differences

Answer

Language barriers

Question 33

How do you say 'Could you repeat that, please?' in German?

Accepted Answer

Könnten Sie das bitte wiederholen?

Answer

Ich habe Sie nicht verstanden.

Answer

Sprechen Sie bitte lauter.

Question 34

How do you say 'I'm sorry, but I can't take your call right now' in German?.

Accepted Answer

Es tut mir leid, aber ich kann Ihren Anruf im Moment nicht entgegennehmen.

Answer

Ich bin gerade beschäftigt.

Answer

Bitte rufen Sie später wieder an.

Question 35

Which of the following is a recommended practice for effective telephone communication?

Accepted Answer

Speak clearly and at a moderate pace.

Answer

Interrupt frequently to ask questions.

Answer

Use slang and colloquialisms when appropriate.

Answer

Multitask while on the phone.

Question 36

When answering a business phone call, which salutation is considered the most courteous?

Accepted Answer

Guten Tag, hier spricht [Ihr Name].

Answer

Was wollen Sie?

Answer

Hallo, wer ist da?

Answer

Ja, bitte?

Question 37

You need to leave a message for a colleague who is not available. Which of the following is the most appropriate way to do so?

Accepted Answer

Könnten Sie ihm bitte ausrichten, dass...

Answer

Richten Sie ihm aus, dass...

Answer

Ich wollte nur Bescheid geben, dass...

Answer

Sagen Sie ihm, dass...

Question 38

You are in a meeting and need to transfer a call. Which of the following phrases is the most appropriate?

Accepted Answer

Einen Moment bitte, ich verbinde Sie.

Answer

Kann ich Ihnen helfen?

Answer

Bitte halten Sie einen Moment.

Answer

Ich muss Sie weiterverbinden.

Question 39

Which of the following is the most appropriate way to end a telephone conversation?

Accepted Answer

Vielen Dank für Ihren Anruf. Auf Wiederhören.

Answer

Tschüss, bis bald.

Answer

Bis zum nächsten Mal.

Answer

Mach's gut.

Question 40

When making a phone call, which of the following is the most appropriate way to initiate the conversation?

Accepted Answer

Guten Tag, mein Name ist [Ihr Name].

Answer

Mit wem spreche ich?

Answer

Ich bin [Ihr Name], wie kann ich Ihnen helfen?

Answer

Hallo, hier ist [Ihr Name].

Question 41

You need to speak to a colleague who is currently unavailable by phone. Which of the following is the most appropriate way to leave a message?

Accepted Answer

Könnten Sie ihm bitte ausrichten, dass ich angerufen habe und zurückgerufen werden möchte?

Answer

Sagen Sie ihm bitte, dass ich angerufen habe.

Answer

Ich wollte nur Bescheid geben, dass ich angerufen habe.

Question 42

Sie möchten einen Anruf tätigen, wissen aber nicht, mit wem Sie sprechen. Welcher Satz ist am besten geeignet, um sich vorzustellen?

Accepted Answer

„Guten Tag, mein Name ist [Ihr Name]. Mit wem spreche ich bitte?

Answer

„Ich bin [Ihr Name], wie kann ich Ihnen helfen?

Answer

„Hallo, hier ist [Ihr Name].

Question 43

Sie möchten einen Anruf tätigen und werden mit der falschen Person verbunden. Welcher Satz ist am besten geeignet, um die richtige Person anzufordern?

Accepted Answer

„Entschuldigung, ich glaube, ich bin falsch verbunden. Könnten Sie mich bitte mit [Name der Person] verbinden?

Answer

„Hallo, hier ist [Ihr Name]. Ich habe die falsche Nummer gewählt.

Question 44

Sie möchten ein Telefongespräch führen, verstehen aber den Akzent des Anrufers nicht. Welcher Satz ist am besten geeignet, um dies höflich mitzuteilen?

Accepted Answer

„Entschuldigung, ich verstehe Ihren Akzent nicht ganz. Könnten Sie bitte etwas langsamer sprechen?

Answer

„Was haben Sie gesagt?

Answer

„Ich kann Sie nicht verstehen.

Question 45

Wie tätigen Sie einen Anruf auf Englisch?

Accepted Answer

„Good morning, may I speak to [person's name], please?

Answer

„Guten Tag, hier ist [your name].

Answer

„Hello, is [person's name] there?

Question 46

Wie hinterlassen Sie eine Nachricht auf Englisch?

Accepted Answer

„Hello, this is [your name]. I'm calling to leave a message for [person's name]. Please call me back at [your phone number].

Answer

„I'm sorry, [person's name] is not available.

Question 47

Wie gehen Sie mit schwierigen Gesprächspartnern um?

Accepted Answer

„Bleiben Sie ruhig und höflich und versuchen Sie, die Situation zu deeskalieren.

Answer

„Legen Sie einfach auf.

Answer

„Werden Sie laut und fordern Sie Respekt.

Question 48

Welche dieser Aussagen ist keine gute Telefon-Etikette?

Accepted Answer

„Während des Gesprächs essen.

Answer

„Laut und deutlich sprechen.

Answer

„Sich höflich verabschieden.

Answer

„Aktives Zuhören.

Question 49

Wie fragen Sie nach dem Namen einer Person, die Sie am Telefon nicht kennen?

Accepted Answer

„May I ask who's calling, please?

Answer

„Wer ist da?

Answer

„Wie heißen Sie?

Answer

„What's your name?

Question 50

Was bedeutet die Abkürzung "FYI" im Telefonkontext?

Accepted Answer

„For your information

Answer

„For your interest

Answer

„Follow your instructions

Answer

„For your inquiry

Question 51

Which of these phrases is used to create a positive atmosphere during a phone conversation?

Accepted Answer

It's a pleasure to speak with you.

Answer

Can you repeat that, please?

Answer

I understand your concern.

Answer

I'm sorry for the inconvenience.

Question 52

Which statement describes professional phone etiquette?

Accepted Answer

Speak slowly and clearly, pausing to allow the other person to understand.

Answer

Interrupt the other person frequently.

Question 53

What is the main purpose of an answering machine?

Accepted Answer

To receive and forward messages when the caller is unavailable.

Answer

To play music for callers on hold.

Answer

To automatically answer and transfer calls.

Question 54

You receive a call from a customer asking for a specific product that is out of stock. What is the best response?

Accepted Answer

I'm sorry, but we are currently out of stock. Would you like me to check when we might have it available again?

Answer

We are out of stock. Please call back later.

Answer

We don't have that. Goodbye.

Question 55

You need to leave a message for a colleague who is unavailable. What information should you include in the message?

Accepted Answer

Your name, the reason for calling, and the best time to reach you back.

Answer

Your name and contact information.

Answer

Just your name and the reason for calling.

Question 56

Which of the following is a professional way to start a phone call with a potential client?

Accepted Answer

Good morning/afternoon. My name is [Your name] from [Company name].

Answer

Hi, is this [Name]?

Answer

Hello, I'm calling to sell you something.

Question 57

You are on the phone with an angry customer. How should you respond?

Accepted Answer

Listen calmly, acknowledge their concerns, and offer to help resolve the issue.

Answer

Argue with them and defend your company's actions.

Answer

Hang up the phone.

Question 58

Which phrase is the most professional way to end a phone call?

Accepted Answer

Thank you for your time. Goodbye.

Answer

See you later.

Answer

Okay, bye.

Answer

Later.

Question 59

You are taking a call from a colleague who needs to be transferred to another department. What should you do?

Accepted Answer

Ask for their name and the department they need to reach. Put them on hold briefly while you connect them.

Answer

Tell them to call the other department directly.

Question 60

You need to ask for clarification during a phone call. Which phrase is the most appropriate?

Accepted Answer

Could you please repeat that?

Answer

Huh?

Answer

I don't understand.

Answer

What?

Question 61

What is the most important thing to remember when answering a business phone call?

Accepted Answer

Be polite and professional.

Answer

Answer quickly.

Answer

Identify yourself and the company.

Answer

Speak clearly.

Question 62

You are taking a call from a customer who is complaining about a product. What should you avoid?

Accepted Answer

Interrupting the customer or dismissing their concerns.

Answer

Asking for their name and contact information.

Answer

Offering a solution to their problem.

Question 63

Which of the following is a good strategy for dealing with a difficult phone call?

Accepted Answer

Stay calm and speak slowly and clearly.

Answer

Raise your voice.

Answer

Immediately transfer the call to someone else.

Answer

Try to intimidate the caller.