Telefonieren auf Englisch: Online-Quiz für Steuerfachangestellte

Question 1

Which of the following is the most appropriate greeting when answering a business call?

Accepted Answer

Guten Tag, [company name]

Answer

Hallo? Wer ist da?

Answer

Was kann ich für Sie tun?

Answer

[Your name] speaking

Question 2

Which of the following is NOT a valid reason to transfer a call?

Accepted Answer

The call is of a sales nature

Answer

The caller has reached the wrong department

Answer

The line is busy

Answer

The caller requests to be connected to a specific person

Question 3

Which of the following is the correct spelling of "voicemail" in German?

Accepted Answer

Voicemail

Answer

Voicemale

Answer

Voicmail

Answer

Voiszmail

Question 4

When answering a phone call professionally in English, which greeting is most appropriate?

Accepted Answer

Hello, this is [your name].

Answer

Yes, this is [your name].

Answer

Who's calling?

Answer

Good day.

Question 5

When transferring a call, what is the first step you should take?

Accepted Answer

Inform the caller that you are transferring them.

Answer

Press the transfer button.

Answer

Ask the caller to hold.

Answer

Announce the caller's name to the recipient.

Question 6

When answering a phone call for a colleague who is absent, what is the most appropriate response?

Accepted Answer

They are currently out of the office.

Answer

I don't know where they are.

Answer

They are on vacation.

Answer

They are sick.

Question 7

Which of the following is NOT a benefit of using polite language in professional telephone conversations?

Accepted Answer

Allows for faster call handling

Answer

Creates a positive impression

Answer

Shows respect for the caller

Answer

Helps resolve issues more effectively

Question 8

How can appropriate vocal cues enhance the effectiveness of telephone communication? Provide specific examples.

Accepted Answer

Appropriate vocal cues include maintaining a friendly tone, actively listening, and speaking clearly.

Answer

Non-verbal cues do not impact telephone communication.

Answer

Body language and gestures are crucial non-verbal cues in telephone conversations.

Answer

Maintaining a professional posture and avoiding distractions is essential for effective non-verbal communication over the phone.

Question 9

What is the most effective technique for prioritizing incoming phone calls?

Accepted Answer

Screening calls to determine their importance

Answer

Answering calls in the order they arrive

Answer

Using a headset to free up your hands

Answer

Following a script for standardized responses

Question 10

When taking a message, it is crucial to obtain all of the following information EXCEPT:

Accepted Answer

Caller's age

Answer

Name of the caller

Answer

Date and time of the call

Answer

Reason for the call

Question 11

Which of the following is NOT a common challenge encountered during international phone calls?

Accepted Answer

Cultural similarities

Answer

Language barriers

Answer

Time zone differences

Answer

Technical difficulties

Question 12

When leaving a voicemail message, it is essential to include all of the following EXCEPT:

Accepted Answer

Length of the message in minutes

Answer

Name and contact information

Answer

Reason for calling

Answer

Time of the call

Question 13

When screening calls, it is important to:

Accepted Answer

Ask the caller's name and purpose of the call

Answer

Transfer the call without asking any questions

Answer

Inform the caller that the person they are calling is not available and hang up.

Answer

Put the caller on hold indefinitely

Question 14

When answering a phone call in a professional setting, the most appropriate way to respond is:

Accepted Answer

Hello, this is [your name].

Answer

Who is this?

Answer

What do you want?

Answer

Please hold.

Question 15

To transfer a call to another person, the best practice is to:

Accepted Answer

Ask the caller to hold and then transfer the call.

Answer

Put the caller on hold and call the other person.

Answer

Hang up and ask the caller to call back.

Answer

Tell the caller that the person they want to speak to is not available.

Question 16

When taking a message, which of the following phrases is not commonly used?

Accepted Answer

Goodbye.

Answer

Can I take a message?

Answer

What is your name and number?

Answer

Is there anything else I can help you with?

Question 17

If you don't understand something the caller is saying, the most effective action is to:

Accepted Answer

Ask them to repeat it.

Answer

Pretend to understand and hope for the best.

Answer

Tell them you don't understand.

Answer

Hang up.

Question 18

The German word for "telephone" is:

Accepted Answer

Telefon

Answer

Handy

Answer

Anruf

Answer

Nachricht

Question 19

To express gratitude after receiving a message, the appropriate phrase in German is:

Accepted Answer

Danke für Ihre Nachricht.

Answer

Bitte rufen Sie mich zurück.

Answer

Ich werde Sie weiterleiten.

Answer

Einen schönen Tag noch.

Question 20

You are expecting an important call from a client but they are not available to speak. Which of the following would be the most effective way to take a message?

Accepted Answer

Could you please leave your name, contact information, and a brief message, and I will be sure to forward it to them immediately.

Answer

Can you hold for a moment while I find a pen and paper?

Question 21

Which of the following is NOT a key element of active listening during a telephone conversation?

Accepted Answer

Interrupting the caller

Answer

Paying close attention to both verbal and non-verbal cues

Answer

Summarizing the caller's main points

Answer

Asking clarifying questions

Question 22

When transferring a call, it is important to:

Accepted Answer

Inform the caller of the extension you are transferring them to and ask if they would like to hold.

Answer

Ask the caller to wait for a few minutes before transferring them

Answer

Transfer the call without saying anything

Question 23

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

Accepted Answer

Thank you for calling. Have a pleasant day.

Answer

See you later.

Answer

I hope you have a good one.

Answer

Goodbye and take care.

Question 24

When leaving a voicemail message, it is important to:

Accepted Answer

State your name, company, purpose of the call, and contact information clearly.

Answer

Use informal language

Answer

Leave a long and detailed message

Question 25

Which of the following is NOT a benefit of using a telephone script?

Accepted Answer

Increased flexibility

Answer

Enhanced customer satisfaction

Answer

Reduced call handling time

Answer

Improved consistency

Question 26

When dealing with an angry or upset caller, it is important to:

Accepted Answer

Remain calm, be empathetic, and try to understand their perspective.

Answer

Ignore the caller's feelings

Answer

Argue with the caller

Question 27

Which of the following is a key indicator of good telephone etiquette?

Accepted Answer

Speaking clearly and at an appropriate volume

Answer

Using slang or colloquialisms

Answer

Interrupting the caller frequently

Answer

Talking over the caller

Question 28

When making an international call, it is essential to:

Accepted Answer

Use the correct country and area code

Answer

Dial the number quickly

Answer

Ignore the time difference

Answer

Speak loudly

Question 29

Welche der folgenden Informationen sollten Sie beim Telefonieren auf Englisch immer angeben?

Accepted Answer

Ihren Namen und den Grund des Anrufs

Answer

Ihr Geburtsdatum

Answer

Ihre Postleitzahl

Answer

Ihre E-Mail-Adresse

Question 30

Wie bitten Sie höflich darum, mit einer bestimmten Person verbunden zu werden?

Accepted Answer

Could I speak to [Name], please?

Answer

Is [Name] there?

Answer

I'd like to talk to [Name].

Answer

Can I talk to [Name]?

Question 31

Welches der folgenden Wörter bedeutet "zu verbinden"?

Accepted Answer

connect

Answer

answer

Answer

message

Answer

call

Question 32

Wie bitten Sie jemanden, seine Telefonnummer zu wiederholen?

Accepted Answer

Sorry, I didn't catch that. Could you repeat your phone number, please?

Answer

Could you spell your phone number?

Answer

What's your phone number again?

Answer

I didn't catch your phone number.

Question 33

Welche dieser Begrüßungen ist am Telefon angemessen?

Accepted Answer

Good morning

Answer

Yo

Answer

Bonjour

Answer

Hello there

Question 34

Wie erkundigen Sie sich höflich nach dem Namen des Anrufers?

Accepted Answer

May I have your name, please?

Answer

Can I get your contact details?

Answer

What's your name?

Answer

Who might this be?

Question 35

How do you receive a message effectively?

Accepted Answer

Could you please take a message?

Answer

Please wait.

Answer

Who's calling?

Answer

How can I help you?

Question 36

Welche Formulierung ist angemessen, um einem Anrufer mitzuteilen, dass die gewünschte Person nicht verfügbar ist?

Accepted Answer

I'm sorry, but Mr. Smith is out of the office at the moment.

Answer

Mr. Smith is busy.

Answer

You can't reach Mr. Smith now.

Answer

Mr. Smith is not here.

Question 37

Welche dieser Schlussformeln ist für ein Telefongespräch angemessen?

Accepted Answer

Thank you for calling. Have a good day.

Answer

Bye-bye.

Answer

Take care.

Answer

See you later.

Question 38

Was bedeutet die englische Redewendung "Can you speak up, please"?

Accepted Answer

Könnten Sie bitte etwas lauter sprechen?

Answer

Könnten Sie das bitte wiederholen?

Answer

Verstehe ich Sie richtig?

Answer

Könnten Sie bitte langsamer sprechen?

Question 39

Welche Informationen sind bei der Weiterleitung eines Anrufs unbedingt erforderlich?

Accepted Answer

Name und Rückrufnummer des Anrufers

Answer

Name der Abteilung des Anrufers

Answer

Uhrzeit des Anrufs

Answer

Grund des Anrufs

Question 40

When answering a phone call in English, what is the appropriate phrase to use?

Accepted Answer

Hello, this is ...

Answer

Hola, soy ...

Answer

Guten Tag, hier spricht ...

Answer

Bonjour, c'est ...

Question 41

What is the most appropriate request to put a caller on hold?

Accepted Answer

Could you please hold for a moment?

Answer

Wait here.

Answer

Don't go anywhere.

Answer

Hang on a sec.

Question 42

Which closing phrase is suitable for a formal phone conversation?

Accepted Answer

Thank you for calling. Have a good day.

Answer

See you later.

Answer

Talk to you soon.

Answer

Bye-bye.

Question 43

What is a primary benefit of using a telephone script?

Accepted Answer

Ensures consistent and professional communication.

Answer

Creates a more personal conversation

Answer

Saves time on calls

Answer

Eliminates the need for training

Question 44

What is the main purpose of active listening in a telephone conversation?

Accepted Answer

Demonstrates engagement and aids comprehension.

Answer

Makes the conversation faster

Answer

Impresses the caller

Answer

Avoids distractions

Question 45

Which factor can be a common distraction during a phone call?

Accepted Answer

Background noise

Answer

A clear headset

Answer

A well-lit room

Answer

A supportive chair

Question 46

The most effective way to manage an irate caller is to:

Accepted Answer

Maintain composure and listen attentively.

Answer

Disregard and hang up on them.

Answer

Become defensive and engage in arguments.

Answer

Interrupt and attempt to provide explanations.

Question 47

When answering an incoming call, the appropriate greeting in English is:

Accepted Answer

Hello, this is [Your Name].

Answer

Hello, you have the wrong number.

Answer

Hi there, how are you?

Answer

Can I help you?

Question 48

To offer assistance when receiving a phone call, the correct phrase to use is:

Accepted Answer

How may I help you?

Answer

Who is this calling?

Answer

What is it that you need?

Answer

Could you please hold?

Question 49

When leaving a voicemail message, it is essential to include:

Accepted Answer

Your name, the purpose of your call, and your contact information.

Answer

A detailed description of the matter.

Answer

Your company's name and address.

Question 50

In the telephony context, "CRM" stands for:

Accepted Answer

Customer Relationship Management

Answer

Call Recording Machine

Answer

Call Routing Mechanism

Answer

Customer Referral Management

Question 51

Welche der folgenden Begrüßungsformeln ist im geschäftlichen Telefonverkehr in Deutschland nicht üblich?

Accepted Answer

Hi there, this is [Ihr Name]

Answer

Grüß Gott, am Apparat ist [Ihr Name]

Answer

Hallo, Sie sind verbunden mit [Ihr Name]

Answer

Guten Tag, hier spricht [Ihr Name]

Question 52

Sie möchten einen Kunden unter der Ihnen vorliegenden Nummer anrufen, diese ist aber ständig besetzt. Was können Sie tun?

Accepted Answer

Zu einem späteren Zeitpunkt erneut anrufen

Answer

Eine SMS mit dem Anliegen schreiben

Answer

Den Kunden über soziale Medien kontaktieren

Answer

Eine E-Mail schreiben und das Anliegen dort schildern

Question 53

Welche der folgenden Anredeformen ist bei einem unbekannten Anrufer im geschäftlichen Telefonverkehr angemessen?

Accepted Answer

Sehr geehrte/r [Anrufer]

Answer

Guten Tag [Anrufer]

Answer

Du [Anrufer]

Answer

Hallo [Anrufer]

Question 54

Sie hinterlassen eine Nachricht auf dem Anrufbeantworter eines Kunden. Was sollten Sie dabei unbedingt beachten?

Accepted Answer

Sprechen Sie langsam und deutlich, nennen Sie Ihren Namen und Ihre Kontaktdaten.

Answer

Hinterlassen Sie keine Kontaktdaten, damit der Kunde Sie nicht zurückrufen kann.

Answer

Sprechen Sie schnell und leise, damit die Nachricht kurz ist.

Question 55

Sie möchten einen eingehenden Anruf entgegennehmen. Wie gehen Sie vor?

Accepted Answer

Nehmen Sie den Hörer ab und begrüßen Sie den Anrufer höflich.

Answer

Warten Sie, bis der Anrufer auflegt und rufen Sie dann zurück.

Answer

Drücken Sie die Anrufannahme-Taste und legen Sie dann den Hörer auf.

Question 56

Welche der folgenden Formulierungen ist eine höfliche Art, um ein Telefonat zu beenden?

Accepted Answer

Vielen Dank für Ihren Anruf. Auf Wiederhören.

Answer

Tschüss, bis bald.

Answer

Ich muss jetzt auflegen. Bye.

Answer

Das war's dann. Schönen Tag noch.

Question 57

Sie haben einen Anruf verpasst und möchten den Anrufer zurückrufen. Welche Informationen sollten Sie aus der Nachricht des Anrufers entnehmen, bevor Sie zurückrufen?

Accepted Answer

Name, Grund des Anrufs, Kontaktdaten

Answer

Name des Lieblingsessens

Answer

Wettervorhersage

Answer

Sternzeichen

Question 58

Welche der folgenden Aussagen zur Verwendung von Handys am Arbeitsplatz ist richtig?

Accepted Answer

Handys sollten während der Arbeitszeit nur für berufliche Zwecke verwendet werden.

Answer

Handys sollten am Arbeitsplatz immer ausgeschaltet sein.

Answer

Handys können am Arbeitsplatz jederzeit für private Zwecke genutzt werden.

Question 59

Sie führen ein Telefongespräch mit einem Kunden, der wütend und aufgebracht ist. Wie gehen Sie mit dieser Situation angemessen um?

Accepted Answer

Bleiben Sie ruhig und professionell, hören Sie dem Kunden zu und versuchen Sie, die Situation zu beruhigen.

Answer

Werden Sie auch wütend und schreien Sie den Kunden an.

Question 60

How should you answer a phone call in a professional setting in German?

Accepted Answer

Guten Tag, hier spricht ...

Answer

Ja, bitte?

Answer

Hallo, wer ist da?

Answer

Bitte warten Sie einen Moment.

Question 61

Which German phrase expresses 'I'm sorry, I can't hear you clearly.'?

Accepted Answer

Es tut mir leid, ich kann Sie nicht gut verstehen.

Answer

Könnten Sie das bitte wiederholen?

Answer

Sprechen Sie bitte etwas lauter.

Answer

Die Verbindung ist schlecht.

Question 62

How would you transfer a call in German?

Accepted Answer

Ich verbinde Sie mit ...

Answer

Ich schicke Ihnen die Nummer.

Answer

Bitte halten Sie.

Question 63

What is the German phrase for 'Please leave a message after the tone.'?

Accepted Answer

Bitte sprechen Sie nach dem Signalton Ihre Nachricht.

Answer

Ich bin leider nicht erreichbar.

Answer

Hinterlassen Sie bitte eine Nachricht.

Question 64

How would you leave a message in German?

Accepted Answer

Hiermit hinterlasse ich folgende Nachricht: ...

Answer

Ich rufe Sie später wieder an.

Answer

Ich bin leider nicht erreichbar.

Answer

Bitte rufen Sie mich zurück unter ...