Telefonische Kommunikation auf Englisch für Zahnmedizinische Fachangestellte

Question 1

When handling an upset or angry caller, which response is most appropriate?

Accepted Answer

Listen attentively, seeking to understand their perspective.

Answer

Escalate the call to your supervisor immediately.

Answer

Engage in an argument to defend your position.

Answer

Terminate the call if the caller becomes abusive.

Question 2

When answering an incoming phone call in a professional setting, which response is most appropriate?

Accepted Answer

Hello, this is [your name]. How may I assist you?

Answer

What's the reason for your call?

Answer

Who are you calling for?

Answer

May I help you with something?

Question 3

In responding to a caller who is complaining about a service, the most appropriate response is:

Accepted Answer

Thank you for your feedback. We'll look into it.

Answer

I understand your frustration, but there's nothing we can do.

Answer

Why are you being so difficult?

Answer

I'm sorry, but I'm not authorized to handle complaints.

Question 4

Which of the following phrases is the most polite way to end a phone call?

Accepted Answer

Goodbye, have a nice day!

Answer

See you later!

Answer

Talk to you soon!

Answer

Get well soon!

Question 5

The correct pronunciation of the word "appointment" over the phone is:

Accepted Answer

uh-poynt-ment

Answer

uh-poynt-muhnt

Answer

uh-poynt-munt

Answer

uh-poynt-mentt

Question 6

When communicating on the phone in Germany, it's important to be aware of which cultural difference?

Accepted Answer

Germans tend to be more formal than Americans.

Answer

Germans prefer to use first names in business settings.

Answer

Germans avoid using humor in phone conversations.

Answer

Germans speak very loudly on the phone.

Question 7

What should you do if a caller is being rude or aggressive?

Accepted Answer

Ask the caller to calm down.

Answer

Hang up the phone.

Answer

Argue with the caller.

Answer

Ignore the caller.

Question 8

What is a 'recall card'?

Accepted Answer

A card sent to patients as a reminder for their next appointment.

Answer

A card filled out by patients to record their dental concerns.

Answer

A card used to create treatment plans.

Answer

A card that helps patients clean their dentures.

Question 9

What should you do when receiving a complaint?

Accepted Answer

Listen to the complaint and try to resolve it.

Answer

Interrupt the caller and tell them they are wrong.

Answer

Call the caller back later.

Answer

Hang up the phone.

Question 10

What tone of voice should you use on the phone?

Accepted Answer

Friendly and professional.

Answer

Loud and clear.

Answer

Slow and patient.

Answer

Humorous and entertaining.

Question 11

What is the purpose of a call log?

Accepted Answer

To track and organize phone calls.

Answer

To document complaints.

Answer

To schedule appointments.

Answer

To monitor performance.

Question 12

Translate the German dental term "Terminvereinbarung" into English.

Accepted Answer

Appointment scheduling

Answer

Appointment confirmation

Answer

Appointment cancellation

Answer

Appointment reminder

Question 13

Welche Art von Anruf erfordert, dass die Person, die antwortet, ruhig und professionell bleibt, auch wenn der Anrufer wütend oder verärgert ist?

Accepted Answer

Beschwerde-Anrufe

Answer

Informationsanfragen

Answer

Terminvereinbarungen

Answer

Werbeanrufe

Question 14

Which of the following essential pieces of information should you NOT obtain when scheduling an appointment?

Accepted Answer

Dentist's availability

Answer

Patient's name

Answer

Reason for visit

Question 15

When transferring a call to a specific person, what should you do first?

Accepted Answer

Ask the caller for permission and announce the transfer.

Answer

Simply transfer the call without informing the caller.

Answer

Put the caller on hold and ask another staff member to transfer.

Question 16

Which of the following verbal cues may indicate a patient's dissatisfaction?

Accepted Answer

Long pauses and frequent interruptions

Answer

Use of positive language and enthusiastic tone

Answer

Asking clear and concise questions

Question 17

When handling a patient complaint, it is crucial to:

Accepted Answer

Listen attentively and apologize even if you are not at fault.

Answer

Be defensive and blame the patient for the issue.

Answer

Interrupt the patient and offer a solution immediately.

Question 18

Which of the following phrases is appropriate for putting a caller on hold?

Accepted Answer

Please hold while I check your appointment information.

Answer

Hang on a moment, I'll get the dentist for you.

Answer

I'm sorry, I cannot put you on hold right now.

Question 19

What is the primary benefit of active listening during phone communication?

Accepted Answer

Identifying important information and addressing the caller's concerns.

Answer

Showing the caller that you are paying attention.

Answer

Ensuring that the caller repeats themselves for clarity.

Question 20

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

Accepted Answer

Providing a personalized experience for each caller.

Answer

Ensuring consistent and professional communication.

Answer

Reducing the risk of forgetting important information.

Question 21

Which phrase is a polite way to ask a caller to wait on the phone?

Accepted Answer

Please hold while I check that for you.

Answer

I'll get back to you shortly.

Answer

I need to put you on hold.

Answer

Wait here.

Question 22

How would you take a message for an absent colleague in English?

Accepted Answer

He is currently out of the office. Would you like to leave a message?

Answer

He is not available right now.

Answer

He is on vacation.

Question 23

Which phrase is appropriate for transferring a call?

Accepted Answer

I'll transfer you to Mr. Smith.

Answer

He is on another line.

Answer

Can you call back later?

Answer

I'm sorry, he's not here.

Question 24

Which expression is used to politely end a phone call?

Accepted Answer

Thank you for calling. Have a nice day.

Answer

See you later.

Answer

Bye-bye.

Question 25

Which term describes a call where the intended recipient is not reachable?

Accepted Answer

Missed

Answer

Incoming

Answer

Outgoing

Answer

Received

Question 26

What is the English term for the series of numbers assigned to a telephone line?

Accepted Answer

Phone number

Answer

Telephone

Answer

Call

Answer

Connection

Question 27

Which device is used for conducting a conference call?

Accepted Answer

Conference phone

Answer

Headset

Answer

Mobile phone

Answer

Landline

Question 28

How do you respond to a patient's complaint?

Accepted Answer

I apologize for the inconvenience. I will pass your feedback on to the appropriate person.

Answer

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

Answer

You'll have to speak to [supervisor's name].

Question 29

Which word do you use to request the conversation to be conducted in English?

Accepted Answer

English

Answer

Italian

Answer

French

Answer

Spanish

Question 30

What does the abbreviation "DTMF" stand for?

Accepted Answer

Dual-Tone Multi-Frequency

Answer

Direct Telephone Message Forwarding

Answer

Digital Telephone Message Format

Answer

Direct Telephone Message Feedback

Question 31

What is the purpose of the "call waiting" feature?

Accepted Answer

It allows you to answer an incoming call while you are already on another call.

Answer

It allows you to make multiple calls at the same time.

Answer

It allows you to forward calls to another phone.

Question 32

What is the main difference between a landline number and a mobile number?

Accepted Answer

A landline number is tied to a specific location, while a mobile number is not tied to any specific location.

Answer

A mobile number is more expensive than a landline number.

Question 33

Which phrase is the correct farewell for an outgoing call?

Accepted Answer

Goodbye, have a nice day.

Answer

See you later.

Answer

Thank you, call again soon.

Answer

Talk to you soon.

Question 34

Bei der Annahme eines Anrufs sind folgende Informationen wichtig:

Accepted Answer

Name des Anrufers, Grund des Anrufs, Datum und Uhrzeit

Answer

Alter und Adresse des Anrufers

Answer

Lieblingsfarbe und Haustier des Anrufers

Question 35

Welche höfliche Formulierung verwenden Sie, um einen Anruf weiterzuleiten?

Accepted Answer

Würden Sie bitte warten, während ich Ihren Anruf an [Name] weiterleite?

Answer

Bitte warten Sie, bis ich Lust habe, Sie weiterzuleiten.

Answer

Einen Moment, ich schicke Sie weg.

Question 36

Wie vereinbaren Sie höflich einen Termin auf Englisch?

Accepted Answer

Ich hätte gerne einen Termin am [Datum] um [Uhrzeit].

Answer

Kann ich einen Termin machen?

Answer

Wann haben Sie Zeit für einen Termin?

Question 37

Welche Floskel eignet sich bei der Bearbeitung von Beschwerden?

Accepted Answer

Ich verstehe Ihre Enttäuschung.

Answer

Das ist Ihr Problem.

Answer

Was wollen Sie jetzt von mir?

Question 38

Wie unterbrechen Sie einen Anrufer höflich auf Englisch?

Accepted Answer

Entschuldigung, darf ich Sie kurz unterbrechen?

Answer

Kannst du nicht ruhig sein?

Answer

Halt die Klappe, ich will reden.

Answer

Ich habe keine Zeit für Ihr Geschwätz.

Question 39

Welche Formulierung ist angemessen, um einen Anruf abzuschließen?

Accepted Answer

Vielen Dank für Ihren Anruf. Auf Wiederhören.

Answer

Ich kann es kaum erwarten, wieder von Ihnen zu hören.

Answer

Hoffentlich höre ich nie wieder von Ihnen.

Answer

Tschüss, ich bin froh, Sie los zu sein.

Question 40

Wie lautet die englische Übersetzung für "Rückruf"?

Accepted Answer

Callback

Answer

Replay

Answer

Response

Answer

Rewind

Question 41

Welche der folgenden Aussagen beschreibt aktives Zuhören?

Accepted Answer

Zusammenfassen der要点 des Anrufers

Answer

Sich ablenken lassen und nicht auf den Anrufer achten

Answer

Den Anrufer unterbrechen, um eigene Fragen zu stellen

Question 42

Welches ist der Zweck einer telefonischen Nachverfolgung?

Accepted Answer

Sicherstellen, dass der Anrufer zufrieden ist und Maßnahmen ergriffen wurden

Answer

Den Anrufer zu belästigen

Answer

Den Anrufer zu bitten, einen weiteren Termin zu vereinbaren

Question 43

Welche Telefontechnik vermittelt ein positives und professionelles Image?

Accepted Answer

Während des Gesprächs lächeln

Answer

Während des Gesprächs Hintergrundmusik laufen lassen

Answer

Während des Gesprächs essen

Answer

Während des Gesprächs sich strecken und gähnen

Question 44

Welche Begrüßungsformel ist im beruflichen Telefonkontakt korrekt?

Accepted Answer

Good morning, [Ihr Name] speaking. How may I assist you?

Answer

Hello, [Ihr Name] here. What do you want?

Answer

Dzień dobry, hier ist [Ihr Name]. Was kann ich für Sie tun?

Question 45

Welche Verabschiedungsformel ist im beruflichen Telefonkontakt üblich?

Accepted Answer

Thank you for calling. Goodbye.

Answer

That's all for today. Have a nice day.

Answer

Bye-bye, see you soon.

Answer

Cheers, speak to you later.

Question 46

Wie formulieren Sie eine höfliche Beschwerde?

Accepted Answer

I'm not satisfied with the service I received.

Answer

This is unacceptable.

Answer

I think you are wrong.

Answer

I demand a refund.

Question 47

Welche Formulierung verwenden Sie, um höflich zu unterbrechen?

Accepted Answer

Excuse me, but...

Answer

Let me finish.

Answer

Stop talking.

Answer

I have a question.

Question 48

Wie bitten Sie höflich um Wiederholung?

Accepted Answer

Could you repeat that, please?

Answer

Speak louder.

Answer

What did you say?

Answer

I didn't get that.

Question 49

Welche Informationen benötigen Sie, um eine Person zu erreichen?

Accepted Answer

Name und Abteilung

Answer

Alter und Geschlecht

Answer

Geburtsdatum und Wohnort

Answer

Hobbys und Interessen

Question 50

Wie beenden Sie ein Gespräch höflich?

Accepted Answer

Thank you for your time. Goodbye.

Answer

That's it for today.

Answer

I have to go now.

Question 51

Welche Formulierung verwenden Sie, um um Geduld zu bitten?

Accepted Answer

Please bear with me.

Answer

Wait a minute.

Answer

Hold on.

Answer

Don't rush me.

Question 52

What is the most professional way to answer the phone in a dental office?

Accepted Answer

Good morning/afternoon, this is [your name] from [dental practice name].

Answer

Dental office, how can I help you?

Answer

Hello.

Question 53

You need to transfer a call to another department. How do you politely ask the caller to hold?

Accepted Answer

Would you like to hold while I connect you with [department name]?

Answer

Hold on a sec.

Answer

I'll put you on hold.

Question 54

A patient calls to reschedule their appointment. How do you confirm the new date and time?

Accepted Answer

So, you'd like to reschedule your appointment for [date] at [time]? Is that correct?

Answer

Okay, I'll reschedule you for [date] at [time].

Answer

No problem, just let me know when you're free.

Question 55

A patient calls to complain about the service they received. What's the first step in handling their complaint?

Accepted Answer

Listen attentively and acknowledge their concerns.

Answer

Apologize immediately.

Answer

Offer a solution right away.

Answer

Explain why the service wasn't satisfactory.

Question 56

What phrase expresses understanding and empathy during a complaint?

Accepted Answer

I understand how frustrating this must be for you.

Answer

That's not my fault.

Answer

Just calm down.

Answer

It's not a big deal.

Question 57

You need to ask a patient for their contact information. What is a polite way to do so?

Accepted Answer

Could you please provide me with your phone number and email address so we can keep you updated?

Answer

What's your contact information?

Answer

Give me your number.

Question 58

What is the best way to confirm an appointment with a patient?

Accepted Answer

Please confirm that your appointment is scheduled for [date] at [time]. We look forward to seeing you then.

Answer

You're all set for [date] at [time].

Answer

I've booked you for [date] at [time].

Question 59

A patient is asking for information about a specific treatment. You are not qualified to provide that information. What should you do?

Accepted Answer

Offer to connect them with the appropriate person, such as the dentist or hygienist.

Answer

Tell them you don't know.

Answer

Guess the answer.

Answer

Ignore the question.

Question 60

You need to leave a message for a patient. What should you include in the message?

Accepted Answer

Your name, the dental practice name, your contact information, and the reason for calling.

Answer

Assume they will understand.

Answer

Just leave a brief message.

Question 61

How do you politely end a phone conversation with a patient?

Accepted Answer

Thank you for calling, have a nice day. Please don't hesitate to contact us if you have any questions.

Answer

Okay, I'll talk to you later.

Answer

Bye.