Telefonieren auf Englisch: Lernen Sie die Grundlagen der englischen Telefonkommunikation

Question 1

If taking a message for someone who's out of the office, what information must you include?

Accepted Answer

Caller's name, phone number, and message

Answer

Caller's name and call purpose

Answer

Caller's phone number and call time

Answer

Caller's name, affiliation, and message summary

Question 2

Which behavior is considered poor telephone etiquette?

Accepted Answer

Eating or drinking while on the phone

Answer

Using a clear and professional tone

Answer

Avoiding interruptions

Answer

Checking for understanding regularly

Question 3

What does the abbreviation 'ETA' stand for in a telephone conversation?

Accepted Answer

Estimated Arrival Time

Answer

Estimated Time of Appointment

Answer

Expected Time of Arrival

Answer

Estimated Time of Action

Question 4

Which of the following is NOT a typical reason for making a business call?

Accepted Answer

To socialize with colleagues

Answer

To schedule a meeting

Answer

To exchange information

Answer

To ask for advice

Question 5

What is the purpose of active listening in telephone conversations?

Accepted Answer

To demonstrate understanding and engagement

Answer

To interrupt the speaker and ask questions

Answer

To avoid having to repeat information

Answer

To show that you are not interested in the conversation

Question 6

What is the most appropriate way to end a business phone call?

Accepted Answer

Thank you for your time. Goodbye.

Answer

See you later.

Answer

Have a nice day.

Answer

I'll call you back.

Question 7

Welche Technik kann Missverständnisse aufgrund von Sprachbarrieren während eines Telefonats verringern?

Accepted Answer

Das Gesagte mit eigenen Worten wiederholen

Answer

Gesten und Mimik einsetzen

Answer

Lauter sprechen

Answer

Das Gespräch beenden

Question 8

Welche Strategie ist bei Geschäftstelefonaten am hilfreichsten, um eine für beide Seiten akzeptable Lösung zu finden?

Accepted Answer

Dem Gesprächspartner zuhören und seinen Standpunkt verstehen

Answer

Nur die eigenen Forderungen stellen

Answer

Den Gesprächspartner mit Drohungen oder Druck beeinflussen

Answer

Den Gesprächspartner häufig unterbrechen

Question 9

Welche dieser Aussagen ist KEINE gängige Phrase, die am Telefon verwendet wird?

Accepted Answer

Ich habe mich verwählt.

Answer

Könnten Sie das bitte wiederholen?

Answer

Ich habe das leider nicht verstanden.

Answer

Könnten Sie bitte lauter sprechen?

Question 10

Welche dieser Fragen ist NICHT geeignet, um Informationen von einem Anrufer zu erhalten?

Accepted Answer

Wie alt sind Sie?

Answer

Wie ist Ihr Name?

Answer

Von welcher Firma rufen Sie an?

Answer

Was ist der Grund für Ihren Anruf?

Question 11

During a business phone call, which approach is most effective for addressing objections or resistance?

Accepted Answer

Listening attentively and seeking clarification

Answer

Interrupting the caller to assert authority

Answer

Using confrontational language to force agreement

Answer

Ignoring objections and continuing with your plan

Question 12

How do you introduce yourself on the phone in English?

Accepted Answer

My name is...

Answer

I am calling from...

Answer

Can I speak to...?

Answer

Is this the right number for...?

Question 13

Welche der folgenden Begrüßungen ist im Englischen am angemessensten für ein Geschäftstelefonat?

Accepted Answer

Good morning/afternoon/evening. This is [Name] from [Company].

Answer

Guten Tag, ich bin [Name].

Answer

Hi, this is [Name].

Answer

Hello, my name is [Name].

Question 14

Wie geben Sie eine Nachricht für einen abwesenden Kollegen auf Englisch weiter?

Accepted Answer

Mr./Ms. [Name] is not available at the moment. May I take a message?

Answer

Mr./Ms. [Name] ist abwesend. Möchten Sie eine Nachricht hinterlassen?

Answer

Mr./Ms. [Name] ist gerade nicht da. Hinterlassen Sie eine Nachricht.

Question 15

Welche Informationen sind wesentlich, wenn Sie einem Kollegen eine Nachricht auf Englisch übermitteln?

Accepted Answer

Name des Anrufers, Grund des Anrufs, Rückrufnummer

Answer

Rückrufnummer, Anliegen des Anrufers, E-Mail-Adresse des Anrufers

Answer

Name des Anrufers, Zeit des Anrufs, Anliegen des Anrufers

Answer

Name des Anrufers, Grund des Anrufs, Name des Kollegen

Question 16

What is the most appropriate greeting when answering a business call in English?

Accepted Answer

Good morning/afternoon, [Company name], [Your name] speaking. How may I help you?

Answer

Hello, this is [Your name].

Answer

Hi, what's up?

Question 17

You are on the phone with Ms. Smith, but she is unavailable. What is a polite way to ask when she will be back?

Accepted Answer

Could you please tell me when Ms. Smith might be available?

Answer

I'd like to speak to Ms. Smith. When will she be back?

Answer

When is she coming back?

Question 18

You are on a call and the connection is bad. How do you politely ask the caller to repeat themselves?

Accepted Answer

I'm sorry, could you please repeat that? The line is not very clear.

Answer

What?

Answer

I can't hear you, speak louder.

Question 19

You need to schedule a meeting with a client. What is the most professional way to propose a time?

Accepted Answer

Would Tuesday at 10 am work for you?

Answer

I'm free on Tuesday, what about you?

Answer

We should meet on Tuesday.

Answer

Are you free on Tuesday?

Question 20

A caller wants to leave a message for a colleague. What is a suitable response?

Accepted Answer

Certainly, please leave your name and message and I'll pass it on.

Answer

Who is it for?

Answer

Okay, tell me.

Question 21

What is a polite way to end a business call in English?

Accepted Answer

Thank you for calling. Have a good day.

Answer

Talk to you later.

Answer

Bye.

Answer

See you.

Question 22

You need to transfer a call. How would you let the caller know?

Accepted Answer

Please hold while I connect you to Ms. Smith's office.

Answer

I'll just put you through.

Answer

Wait a moment.

Question 23

A caller wants to leave a message for a colleague who is unavailable for an extended period. How do you politely decline to take the message?

Accepted Answer

I'm afraid [colleague's name] is out of the office until [date]. Would you like to leave a message or perhaps I can assist you with something else?

Answer

They are not here, sorry.

Question 24

Which of the following greetings is commonly used in English phone conversations?

Accepted Answer

Good morning/afternoon

Answer

Guten Morgen/Nachmittag

Answer

Hello

Answer

How are you?

Question 25

How can you introduce yourself on the phone in English?

Accepted Answer

My name is [Name]

Answer

This is [Name]

Answer

I am [Name]

Answer

[Name] speaking

Question 26

Which of the following phrases is used to ask for a call back?

Accepted Answer

Could you please call me back?

Answer

Can you return my call?

Answer

Would you mind calling me back?

Answer

Please call me back.

Question 27

How can you schedule an appointment in English?

Accepted Answer

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

Answer

Do you have time on [Date] at [Time]?

Answer

Are you free on [Date] at [Time]?

Answer

Is [Date] at [Time] convenient for you?

Question 28

Which of the following information is important when leaving a message in English?

Accepted Answer

Name, phone number, reason for calling

Answer

Name, email address, reason for calling

Answer

Phone number, email address, message

Answer

Name, address, time of call

Question 29

How can you ask to be connected to someone in English?

Accepted Answer

Could I speak to [Name] please?

Answer

Is [Name] available, please?

Answer

Can I talk to [Name], please?

Answer

I'd like to speak with [Name], please.

Question 30

Which of the following phrases is used to end a conversation?

Accepted Answer

Thank you for calling

Answer

Thanks for the call.

Answer

Thank you for your time

Answer

Goodbye

Question 31

How can you say goodbye politely in English?

Accepted Answer

Goodbye

Answer

See you later

Answer

Have a nice day

Answer

Take care

Question 32

Which of the following phrases is used to signal that you didn't understand something?

Accepted Answer

I'm sorry, could you repeat that?

Answer

What did you say?

Answer

I didn't understand.

Answer

Could you say that again, please?

Question 33

How can you politely interrupt someone in English?

Accepted Answer

Excuse me, but could I just add...

Answer

Can I say something?

Answer

Hold on a second, I have a question.

Answer

Sorry to interrupt, but...

Question 34

What is the appropriate greeting for a business phone call in English?

Accepted Answer

Good morning, Marketing Department. This is Peter.

Answer

Could I speak to Peter, please?

Answer

Hello, this is Peter speaking.

Answer

Hi there, Peter here.

Question 35

How do you politely introduce yourself in an English phone call?

Accepted Answer

This is Peter Müller.

Answer

Peter Müller, please.

Answer

I'm Peter.

Answer

My name is Peter Müller.

Question 36

Which phrase is used to schedule an appointment in English?

Accepted Answer

Would you be available on Tuesday at 10 am?

Answer

Could we meet on Tuesday at 10 am?

Answer

Can you meet on Tuesday at 10 am?

Answer

I need to schedule a meeting for Tuesday at 10 am.

Question 37

How do you effectively deliver a message in English?

Accepted Answer

Could you please tell Mr. Smith that I called?

Answer

Please tell Mr. Smith I'll call him back.

Answer

Please let Mr. Smith know I called.

Answer

Mr. Smith called.

Question 38

What is an appropriate way to end a business phone call in English?

Accepted Answer

Thank you for your time. Goodbye.

Answer

Cheers.

Answer

Bye bye.

Answer

See you later.

Question 39

How do you politely ask to be connected in an English phone call?

Accepted Answer

Could you please connect me to the Sales Department?

Answer

I need to be connected to the Sales Department.

Answer

Can I get the Sales Department, please?

Question 40

What is important to be clearly understood during a phone call in English?

Accepted Answer

Speak clearly and at a moderate pace.

Answer

Use many technical terms.

Answer

Whisper to sound professional.

Answer

Speak as fast as possible.

Question 41

How do you politely respond to a call when you are not the right person?

Accepted Answer

I'm sorry, I'm not the right person to help you. Can I connect you to someone who can?

Answer

I don't know.

Answer

You have the wrong number.

Question 42

What technique can you use to avoid misunderstandings in an English phone call?

Accepted Answer

Repeat important information.

Answer

Speak very loudly.

Answer

Interrupt your caller frequently.

Answer

Use many abbreviations.

Question 43

Which phrase is an appropriate response to a polite request for a call back?

Accepted Answer

I'll be happy to call you back.

Answer

No problem.

Answer

Sure, I'll do that.

Answer

I'll try my best.

Question 44

You answer the phone and a colleague asks for Mr. Smith.  What do you say?

Accepted Answer

I'm sorry, he's not available at the moment. Can I take a message?

Answer

Mr. Smith is busy. Please call back later.

Answer

You want Mr. Smith? He's not here.

Question 45

You need to schedule a meeting with a client. What is the best way to phrase your request?

Accepted Answer

Would it be possible to schedule a meeting next week to discuss the project?

Answer

I need to meet with you next week to talk about the project.

Answer

Can we have a meeting next week to discuss the project?

Question 46

Which phrase is the most appropriate way to ask for someone's name on the phone?

Accepted Answer

Could you please tell me your name?

Answer

Tell me your name.

Answer

Who is this?

Answer

What is your name?

Question 47

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 your call, and a phone number where you can be reached.

Answer

Your name and a brief summary of the message.

Answer

The date and time of your call.

Question 48

You are answering a phone call for your boss. What is the most professional way to answer?

Accepted Answer

Good morning/afternoon. [Boss's name]'s office. This is [Your name] speaking.

Answer

Hello, how can I help you?

Answer

Hello, this is [Boss's name].

Question 49

What is the most appropriate way to end a phone call?

Accepted Answer

Thank you for your time. Goodbye.

Answer

Okay, bye.

Answer

See ya!

Answer

I'll talk to you later.

Question 50

You are expecting a phone call from a client. What should you do to prepare for the call?

Accepted Answer

Review the client's file and prepare notes on the relevant information.

Answer

Have a pen and paper ready.

Answer

Make sure your phone is charged.

Question 51

You need to transfer a caller to another department. What phrase should you use?

Accepted Answer

One moment, please. I'll transfer you to the [department name].

Answer

Hold on, I'll connect you.

Answer

I'll put you through.

Question 52

What is the best way to confirm the spelling of someone's name over the phone?

Accepted Answer

Could you please spell that for me?

Answer

How do you spell that?

Answer

What is your name again?

Answer

Can you spell that out?

Question 53

Which of these phrases is NOT appropriate for asking for clarification during a phone conversation?

Accepted Answer

What are you talking about?

Answer

Could you explain that again?

Answer

I'm sorry, I didn't catch that.

Answer

Could you repeat that, please?