How to Pass Elance Call Center Skills Test - Free Questions and Answers

Once again I am happy to bring to you information about Elance Call Center Skill Test Questions and answers. I am sure you are working hard to make your profiles look impressive to your prospective clients. As for me, I am really working hard to ensure that your profiles are fabulous. You can get in touch with me any time you need help and I will be willing to help.

About Elance Call Center Skill Test

This test is somehow similar to Odesk call center skill test, it takes 40 minutes to complete 40 multiple choice questions. The only difference is that to retake the same test with Elance it take 14 days waiting period whereas for Odesk it takes 30 days waiting period.

The syllabus for Elance call Center Skill Test is exactly the same as Odesk Call Center Skill Test which you can click to view because I want to avoid repetition in this post

In the spirit of avoiding repetion, Click on the following links for previous posts, which includes some questions which are same as those in Elance Call Center Skill Test for your complete revision before you sit for the test: -

1. Odesk Call Center Skill Test 
2. Odesk English Spelling Test
3. Elance English Spelling Test
4. Odesk Telephone Etiquette Test
5. Odesk E-mail Etiquette Test
6. Elance E-mail Etiquette Test

Elance Call Center Skill Test Questions and Answers

Question 1: To be effective, a sales presentation should have:
a. a good tone
b. a crisp pace
c. interactivity
d. smooth transitions

Question 2: A solid cute is painted green on two adjacent sides and black on the side opposite to the green side and yellow on the remaining sides. the cube is then cut into 64 small cubes of equal size. how many cubes have three sides painted?
a. 2
b. 4
c. 6
d. 8

Question 3: What does the term ' upselling' mean in an outbound scenario?
a. Trying to sell add-on products post the sale of a primary product
b. Increasing the sale of a primary product
c. An upward trend in sales
d. There is no such term

Question 4: Which of the following does the c all cycle time include?
a. closing the call and call logging.
b. Break times, lunch and when the office is closed
d. Diagnosing the problem, and providing a solution to the problem.
d. a and c
e. a and b

Question 5:  Consider the following statements:
P, Q, R are intelligent
P, S, T are hardworking
S, R, T are honest
P, Q, T are ambitions

Who among them is neither hardworking nor ambitious

a. P
b. Q
c. R
d. T

Question 6: What does 'receiving a busying signal' from a prospective client mean?
a. Resetting all computer due to an incredibly large order coming through.
b. A formal agreement by the client to buy the product. This agreement can be through phone, email or fax.
d. A request by the client to the Company to contact him about a particular product or service.
d. A comment from the client that indicates that he is considering, to whatever extent, buying your product.

Question 7: Choose the correct option for the underlines words.
Tom had a passion for toy: robots, airplanes, toy cars and guns.
a. toys. Robots
b. toys-robots
c. toys: robots
d. toys: robot,

Question 8: Which protocol (communication standard) does the World Wide Web use?
a. WWWW
b. FTP
c. IPX
d. HTTP

Question 9: Which of the following is true regarding deleted files in Windows?
a. Once the files have been deleted, there is not way available for recovering then.
b. The last 100 files that have been deleted can be recovered.
c. The deleted files are sent to a Recycle Bin
d. The deleted files can be recovered as long as the computer has not been switched off

Question 10: While commencing a sale campaign, you have been asked to talk only about the USP of the product you are promoting through tele-calling. What will you tell the prospective clients?
a. how the competition is gearing up to counter the huge popularity of the product
b. the most valuable unique advantage of the product
c. all the best feature of the product
d. The shooting sale of the product

Question 11: If the 10th of January of a Leap year falls on Saturday, the 11th of march of the same year will on a :
a. Monday
b. Wednesday
c. Thursday
d. Saturday

Send in your comments about the answers. Thanks.

How to Pass Odesk Call Center Skills Test - Free Questions and Answers

About Odesk Call Center Skill Test

This test is a very simple test and you can easily pass. However, it is good to note that simple test are easily failed and so it is important to master details before you finally decide to take it. This test is good for you if you are looking a administrative job in Odesk or Elance.

The test has 40 questions which have to be completed in 40 minutes. You can retake the test after  30 days waiting period if you are not happy with your performance.

Just to mention, this test has some questions from my previous posts, which includes the following links for your reference and revision before you sit for the test: -

1. Odesk English Spelling Test
2. Elance English Spelling Test
3. Odesk Telephone Etiquette Test
4. Odesk E-mail Etiquette Test
5. Elance E-mail Etiquette Test

Odesk  Call Center Skills Test Syllabus

• Spellings
• Email Etiquette and Skills
• Telephone Etiquette and Skills
• Sentence Structure
• Analytical and Logical Ability
• Help-desk Etiquette and Skills
• Computer Skills
• Outbound Sales Skills

Odesk  Call Center Skills Test  - Free Questions and Answers

Question 1: Jack and Harry share 102 marbles so that Harry has 5 times more marbles than Jack has. How many marbles does Harry have?
a. 75 marbles
b. 80 marbles
c. 67 marbles
d. 90 marbles
e. 85 marbles

Question 2: Which of the following monitor the service level performance in terms of caller information?
a. Number of calls received
b. Number of calls transferred
c. Number of calls dropped
d. Number of calls held waiting for given periods of time.
e. All of the above

Question 3: Having learned a significant amount of help-desk terminology, which of the following do you see as essentially the role of the help-desk operator?
a. solving problems and seeking customer satisfaction.
b. Getting the salaries of all who work at the help-desk increased
c. Slightly intimidating callers so that they seek their own solutions to problems
d. Deciding when and when not to help the callers, as due to necessary priorities, some callers cannot be helped at all

Question 4:  Which of the following skill sets are essential in telesales to improve conversation rates?
a. Questioning/Probing
b. Listening
c. Use of silence
d. All of the above

Question 5: Fill in the blank with the correct option.

Guitar, drums, and flutes ___________ musical instruments.
a. are examples in
b. are examples to
c. are examples of
d. is examples of

Question 6:Which of the following does the call cycle time include?
a. Closing the call, and call logging.
b. Break times, lunch and when the office is closes.
c. Diagnosing the problem, and providing a solution to the problem
d. a and c
e. a and b

Question 7: Complete the following sentence by choosing the correct spelling of the missing word.

The church members accused the cult of __________________ practices.
a. sacreligious
b. sacrelegious
c. sacrilegious
d. sacrilgious

Question 8: Choose the correct option from the following:
a. He sometimes acts a bit crazy, and his behavior in the class is often scandalous
b. He sometimes acts a bit crazy, his behavior in the class is often scandalous
c. He sometimes acts a bit crazy his behavior, in the class is often scandalous
d. He sometimes acts a bit crazy his behavior,  in the class, is often scandalous

Question 9: While making an outbound call, if you, as a telemarketing executive (TME), are not able to get the target customer, and the call is picked by a member of his/her family, what will be your next step?

a. To force the listener to listen to your pitch
b. To try and know more about the financial background of the target customer
c. To politely inquire about the best time when the target customer would be available
d. Simply to bang the phone.

Question 10: What is an IVR?
a. Instant Voice Recorder
b. Interactive Voice Response
c. International Voice Recorder
d. International Voice Rights

Question 11: What is Average Wait Time in an outbound telecalling process?
a. the time taken to make a sale
b. The time taken by a telecalling executive to log into the computer
c. The time between two outbound calls
d. None of the above

Question 12: What is Average Wait Time in an outbound telecalling process?

a. the time taken to make a sale
b. the time taken by a telecalling executive to log into the computer
c. the time between two outbound calls
d. none of the above

Question 13: What is the extension of a file developed in notepad?
a. .EXE
b. .DOC
c. .TXT
d. .HTML
e. .TEXT

Question 14: What is the missing number in the following series?

12, 144, 16, ?, 18, 324
a. 256
b. 216
c. 238
d. 234

Question 15: What things should you keep in mind while making a call?
a. not to have a blunt or unfriendly tone
b. Being attentive to the customer's needs.
c. Whether you are using your own full name of first name, whichever seems more polite in the circumstance
d. Whether you are using the customer's full name (unless you have been permitted by him to use his first name.)
e. all of the above

Question 16: Identify the misspelled word in the list below.
a. Rhythmical
b. Reminiscence
c. Rheumatism
d. Resevoir

Question 17: Fill in the blank with the correct option.

Usually, cartoon strips ________ in the "Leisure" section of this newspaper.
a. appear
b. appears
c. were appearing
d. did appear

Question 18: Which of the following are good initial response to the customer who is calling because they 'can't log-in'?
a. Advising the caller to log-in using a different computer even if he or she has to change location.
b. referring them to your boss after asking a few preliminary questions
c. Asking the caller to check the basics i.e. whether the password is correct, the caps lock key isn't on and the network cable isn't unplugged
d. Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them

Question 19: Identity the misspelled work in the list below.
a. Parallel
b. Prevalent
c. Prejudice
d. Perserverance

Question 20: Which of the following is the best advice when writing a business e-mail?
a. To use varied italics, colors and special fonts because people like to see them.
b. To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.
c. to make detailed demands in long paragraphs, with the implication of wrongdoing on the part of the receiver
d. To panic, but then recover, and decide to send the message by regular mail, as this is definitely more secure.

Question 21: A few day back, when Pete had fever, he was taken to his uncle's clinic, which is 6 Kilometers towards the right of his house, but his uncle was not available. So he was taken to a hospital 12 Kilometers towards the left of this house. the doctor prescribed him a medicine and the chemist shop was 1 Kilometer towards the left. The minimum distance which he had to cover to come back to his home from the chemist shop was:
a. 7 Kilometers
b. 9 Kilometers
c. 11 Kilometers
d. 13 Kilometers

Question 22:Who should control the flow of conversation in a successful telesales pitch?
a. The customer
b. The teleselling agent
c. The script
d. Both a and b

Question 23: What does the 'drop rate' on calls refer to?
a. The number of calls that falls below a certain level over a given period of time
b. the number of calls to the help-desk that are wrong numbers
c. The number of calls made rather than received by the help-desk.
d. The number of calls cut off between the caller and the help-desk, often accidentally by the help-desk system
e. None of the above

Question 24
Which of the following words cannot be formed from using the letter used in "POSTENTATION"?
a. PATIENT
b. NATION
c. OTHER
d. STATION

How to Psss Elance US Word Usage Test - Free Questions and Answers

Elance Vs Odesk US Word Usage Tests

 
If you have already taken Odesk US Word Usage test, then taking Elance test is like sitting for the same exam because most of the questions are the same.

I hate repeating myself; therefore, I would request you to see my article on How to Pass Odesk US Word Usage test for the syllabus, questions and answers. They are mostly the same and I do not want to repeat it again in this today's post. Therefore, I have only covered the questions that do no appear in Odesk US Word Usage and that is the reason why the questions are less than 40. Remember that this test have 40 multiple choice questions and take 40 minutes to complete.

Elance US Word Usage Test Free Question and Answers

Question 1:From the options below, choose the correct sequence of prepositions to complete the underlined prepositional idioms in the following sentence.

Agatha and her daughter argue _________ the neighbors constantly, but none of them seems to realize how silly it is to argue ___________ whose grass is greener.
a. about / over
b. over / at
c. with / about
d. against / about

Question 2: Which of the following similar words is the better choice when referring to something that promotes health?
a. Healthy
b. Healthful

Question 3:Which of the following similar words expresses a sense of tediousness?
a. Repetitive
b. Repetitious

Question 4: Which of the following similar prefixes generally mean "half"?
a. Bi
b. Semi

Question 5:complete the following sentence by choosing the correct sequence of words from the options below.

Sophia managed to _________ Igor's crude advances; in a huff, the _________ little man __________ down the castle wall and scooted off into the underbrush.
a. repulse / repulsive / repelled
b. rappel / repelled / repulsed
c. repel / repulsive / rappelled
d. rappel / repulsed / repelled

Question 6: The word "____________" refers to feeling satisfied with one's life, whereas the word "__________" refers to be easygoing and eager to please
a. complacent / compliant
b. complaisant / complacent
c. compliant / complaisant
d. complacent / complaisant

Question 7: Which of the following words is used to show uncertainty or a conditional statement?
a. Can
b. Could
c. Will
d. None of the above

Question 8: From the options below, choose the correct sequence of prepositions to complete the underlined prepositional idioms in the following sentence.

You may differ ______ me, but I think this gold course differs ____ our usual course
a. with / from
b. from / over
c. from / about
d. about / from

Question 9: Which of the following similar words means "to inflict a punishment or penalty in return for an unjust act"?
a. Avenge
b. Revenge
c. the words are synonyms and can be used interchangeably.

Question 10: Which of the following similar words is more commonly associated with a physical reliance on something?
a. addiction
b. dependence

Question 11: Which of the following words refers to a state of immobility?
a. Stationery
b. Stationary

Question 12: From the options below, choose the correct preposition to complete the underlined prepositional idiom in the following sentence.

Fred is always willing to help out, and that's something you can bank ___________.
a. at
b. on
c. off
d. with
e. no preposition is needed

Question 13: From the options below, choose the correct preposition to complete the underlined prepositional idiom in the following sentence.

A sunny day at he beach is certainly preferable ________ to a rainy day in town

a. with
b. than
c. for
d. to
e. No preposition is needed

Question 14: Which of the following statement regarding the use of "that" and "Which" is CORRECT?

a. "Which" is used to narrow a category or identify an item that is being talked about. "That" is used to indicate something that has already been mentioned.
b. "That" is used to narrow a category or identify an item that is being talked about. "Which" is used to indicate something that has already been mentioned.

Question 15: Which of the following words means "unconcerned, bored, not interested"?
a. Disinterested
b. Uninterested
c. The words are synonyms and are completely interchangeable

Question 16: Which of the following similar words refers to something that is well-known or momentous in history?
a. Historic
b. Historical

Question 17: From the options below, choose the correct preposition to complete the underlined prepositional idiom in the following sentence.

The only way Amy will be allowed to stay in that apartment is if she promises not to infringe _______ the house rules ever again
a. on
b. about
c. upon
d. over
e. No preposition is needed

Question 18: complete the following three sentences by choosing the correct sequence of words from the options below.

1. _____________ Vernon and Veronica, Veronica is the more astute
2. The alarms went off, and the thief escaped _________  the chaos and confusion
3. Victor is the most intelligent ______ the five friends.

a. Between / among / amid
b. Among / amid / between
c. Amid / between / among
d. Between / amid / among

Question 19: From the options below, choose the correct preposition to complete the underlined prepositional idiom in the following sentence.

Vincent's mastery ____ painting has put him in a league of his own at the conservatory.
a. of
b. over
c. in
d. No preposition is needed

Question 20: Which of the following options best defines the word "friendly"?
a. Amiable
b. Amicable
c. Both words mean "friendly," but "amiable" refers to people and "amicable" refers to relationships.
d. Both words mean "friendly," but "amiable" refers to relationships  and  "amicable" refers to people.

Question 21: Which of the following words is a verb meaning " to draw out or bring forth"?
a. Illicit
b. Elide
c. Elicit
d. Illume

Question 22: complete the following sentence by choosing the correct sequence of words from the options below.

Walter wears his __________ clothes ___________, but saves his tuxedo for special occasions.
a. everyday / every day
b. every day / everyday
c. everyday / everyday
d. every day / every day

Question 23: Complete the following sentence by choosing the correct phrase from the options below.

Winning the lottery would mean the world to ___________.

a. my wife and I
b. my wife and me
c. my wife and myself
d. Either a or b may be used.
e. Either b or c may used.



If this blog is helpful to you, please contribute to it. As the author, I will be happy to hear that you have passed your test and excelled in your career in Odesk or Elance. Your contribution is the only way that you can say thank you.

How To Pass Odesk U.S. Word Usage Test - Free Questions And Answers

Odesk U.S. Word Usage Test Syllabus

Word Usage
Word Meaning
Shades of Meaning
Prepositional Idioms

About Odesk U.S. Word Usage Test 

You need to finish this test in 40 minutes, and it consists of 40 multiple choice questions. You can always retake the test after 30 days waiting period if you are not happy with your performance.

If you are serious about impressing your prospective clients, then you better take this test. This test will actually help you to differentiate between words which seem to be the same but are actually different and therefore confuses during writing. This test will definitely help you improve your writing skill and hence give you an edge when it comes to selling articles.

Odesk U.S. Word Usage Test - Free Questions And Answers

Question 1: Which of the following similar words refers to something that is lush and grows abundantly?
a. Luxuriant
b. Luxurious

Question 2: Which of the following similar words expresses a stronger sense of duty?
a. Ought
b. should

Question 3: From the options below, choose the correct preposition to complete the underlined preposition idiom in the following sentence.

We've noticed that the new horse has a predilection _______ judging over bales of hay.
a. With
b. for
c. to
d. of
e. No preposition is needed

Question 4: Which of the following similar words generally has a negative connotation?

a. Childlike
b. Childhood
c. Childish

Question 5: Which of the following similar words is more associated with influencing beliefs or understandings?

a. Persuade
b. Convince

Question 6:Complete the following sentence by choosing the correct word from the options below.

Abigail had just reached the ___________ scene of the play when the theater suddenly went dark.

a. Climatic
b. Cliched
c. Climactic

Question 7:Which of the following similar words is used to refers to a perennial disease of a region or population?
a. Pandemic
b. Endemic
c. Epidemic

Question 8: From the options below, choose the correct preposition to complete the underlined prepositional idiom in the following sentence.

Griffin swore up and down that his comment has been meant __________ a compliment.

a. as
b. for
c. to
d. No preposition is needed

Question 9: Which of the following statements is correct?

a. The word "continuous" refers to something that occurs constantly, uninterrupted, or without a break, while "continually" refers to something that is frequently repeated.
b.The word "continually" refers to something that occurs constantly, uninterrupted, or without a break, while "continuous" refers to something that is frequently repeated.
c. The words " continuous" and "continually"are synonyms are are interchangeable.
d. The word "continually" does not exist in American English usage

Question 10: Complete the following sentence by choosing the correct word from the options below.

My parrot _______________ have won the talent contest if I had entered him in time.
a. may
b. must
c. might
d. mightn't

Question 11: From the options below, choose the correct sequence of prepositions to complete the underlines prepositional idioms in the following sentence.

We simply cannot decide whether to trade __________ our car for a new model, as our neighbors suggested, trade it ______ their houseboat.
a. in/as
b. for/in
c. in/for
d. for/on

Question 12: The word "_________" refers to something that is immoral, improper, or incorrect,

whereas the word "__________" refers to something that is unjust, unfair, or unsanctioned by law.
a. wrong / wrongful
b. wrongful / wrong
c. the two words are completely interchangeable

Question 13:  Which of the following words means "once every two years"?
a. Annual
b. Biennial
c. Semiannual

Question 14: The word "_____" means to convey an additional, nuanced meaning of a word, whereas the word "_________"  specifies the literal meaning of a word or phrase.
a. denote / connote
b. connote / denote

Question 15: Which of the following words is most commonly used as a verb meaning "to produce a change in"?
a. affect
b. effect

Question 16:Which of the following words mean"to inform or notify"?
a. Appraise
b. Appease
c. Apprise
d. Appall

Question 17:From the options below, choose the correct sequence of prepositions to complete the underlined prepositional idioms in the following sentence.

Martin couldn't tell if Maude was shivering ______the cold or shivering _____ the thought of walking home alone through the cemetery.
a. at / from
b. from / from
c. for / at
d. from / at

Question 18:Complete the following sentence by choosing the correct word from the options below.

Amanda was adamant about having no ______________ than three hundred people at her wedding, but also insisted on having much ___________ space for silly dances
a. less / fewer
b. less / less
c. fewer / fewer
d. fewer /less
e. both b and d may be used
f. Both a and c may be used

Question 19:Which of the following words means "difficult to comprehend"?

a. Abstruse
b. Obdurate
c. Obtuse
d. Absurd

Question 20:Which of the following similar words is used to describe one's negative feelings and antipathy for something?

a. adverse
b. averse

Question 21: Which of the following words means "separate, unconnected, or distinct"?
a. Discreet
b. Secrete
c. Discrete

Question 22:Which of the following words would be most appropriate when referring to a vessel's ability to hold or contain something?

a. Ability
b. Capability
c. Capacity

Question 23:Select the correct meaning of the adjective "noisome."
a. Making much noise
b. Noxious or offensive
c. Boring

Question 24:Which of the following similar words is more commonly associated with secretly working together to plot a misdeed?
a. Conspire
b. Connive

Question 25:Complete the following sentence by choosing the correct word from the options below.

The heard of gazelles successfully ___________ the wild cheetahs. 
a. alluded
b. eluded
c. illuded

Question 26: Complete the following sentence by choosing the correct word from the options below.

Pauline will ____________ arrive late so she can make a grand entrance.
a. doubtless
b. doubtlessly
c. undoubted

Question 27: Which of the following words is often associated with money?
a. Disperse
b. Disburse
c. Dispense

Question 28:Complete the following sentence by choosing the correct sequence of words from the options below.

Not only was Marlon's handwriting practically _____, but the story was so dull and convoluted that I also found it  ____________.
a. unreadable / illegible
b. legible / readable
c. illegible / unreadable

Question 29: Of the following similar words, which implies a movement?
a. on
b. on to
c. onto

Question 30:Complete the following sentence by choosing the correct word from the options below.

Martha has a real __________ for writing ballads and odes
a. flare
b. flair
c. flayer

Question 32:When referring to tow distinct things, which of the following words means “the second of the two”?

a. Former

b. Later

c. Latter

d. Penultimate

Question 33:From the options below, choose the correct sequence of prepositions to complete the underlines prepositional idioms in the following sentence.

My supervisor cannot abide ____ anyone who comes in late or who doesn’t abide ___ his rules

a. with / by

b. No preposition needed / by

c. by / with

d. by / No preposition needed

Question 34:Complete the following sentence by choosing the correct sequence of words from the options below.

Horace knew he’d walked into a ________ trap when he opened the door to nothing but a __________ silence.

a. deadly / deathly

b. deathly / deadly

c. deadly / deafly

Question 35: Complete the following sentence by choosing the correct sequence of words from the options below.

Due to Alistair’s _______ nature, our weekend at his home wasn’t as ________ as we had hoped.

a. restive / restful

b. restful / restive

c. restful  / restless

d. restless  / restive

Question 36: The following related words have similar meanings but varying degrees of negative connotation. Which list from the options below best represents these words from least negative to most negative?

a. Illicit / Unlawful / Illegal / Criminal

b. Criminal / Illicit / Unlawful / Illegal

c. Unlawful / Illegal / Illicit / Criminal

d. Unlawful / Criminal / Illicit / Illegal

Question 37: Complete the following sentence by choosing the correct phrase from the options below.

________________, I have enclosed our sales brochure and product information pamphlets.

a. Per your request

b. As per your request

c. As you requested

d. As per the request you recently made

Question 38:Which of the following similar words is most commonly used to describe a feature that makes a person, place, or a thing easy to pick out from others?

a. Distinguishable

b. Distinguished

c. Distinctive

Question 39:Complete the following sentence by choosing the correct word from the options below.

By carefully studying the clues, the detective ______ that the minister’s sons was the culprit.

a. induced

b. deduced

c. adduced

Question 40:Which of the following words mean “to excite, arouse, or offend”?

a. Peak

b. Peek

c. Pique 

How to Pass Odesk Telephone Etiquette Test 2012 - Free Questions and Answers

About Odesk Telephone Etiquette Test

You have been provided with 35 minutes to complete 35 multiple choice questions.
If you are not happy with your scores, you can retake the test after 30 days waiting period.

Odesk Telephone Etiquette Test Syllabus

• Interpersonal Telephone Etiquette
• cell Phone Etiquette
• Positive Telephone Techniques
•  Negative Telephone Techniques

Odesk Telephone Etiquette Test Free Questions and Answers

Question 1:When you addressing a woman and are unsure of her marital status, which of the following titles should you use?
a. Ms.
b. Miss
c. Mrs.
d. Mr.
e. None of the above

Question 2: What will happen if you waffle, mumble or speak generically to your listener?
a. The message many not be understood correctly, and confusion may occur
b. He or she will lose attention and generally reflect poorly on the caller
c. You make the job of communication harder for both of you
d. They will probably have to call you back to clarify what is expected
e. All of the above

Question 3:Why is it not advisable to take you cell phone into an important business meeting ?
a. It is rude if it rings and you are with a client or it rings during an important company meeting, especially if you answer it
b. Someone else may need to use your phone in the office, and if you take it in, he or she won't have it
c.The opposite is true - never be more than 5 paces from your phone, and always keep it one.
None of the above

Question 4:Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?
a. "Yes"
b. "What?"
d.. "Great"
e. "I see"

Question 5:Which of the following sentences re appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jone, Please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d

Question 6: How can you convey to your listener that you need to discuss sensitive issues over the phone, such as exchange of personal and protected information?
a. Tell them you will fax the details
b. Tell them you will email the details, although it might be by unsecured e-mail
c. Confirm with them which it is okay to discuss such issues before discussing them
d. Avoid these discussions at all cost on the telephone

Question 7: What is a 'cell phone tag"?
a. a playground game where kids chase each other and 'tag' the next person who then chases the other kids.
b. A series of missed calls between two people, whether calls are returned but again the person is not available, are said to be 'playing cell phone tag.'
c. The price tag on a cell phone in a shop, whether used or new.
d. The clip inside the phone that can be replaced, or transferred between compatible networks.

Question 8: Why is "Privacy' considered one of the 7 Pillar of Telephone usage, and generally important when making calls?

a. It makes the call important and secure to both parties, especially when it is a business call.
b. People like things to be private and secretive- it makes them feel special, like they are tricking the world
c.It's no - privacy should always be secondary to communication and letting everyone know as much as possible
d. The information is damaging if leaked into the wrong hands, especially in the case of financial or legal decisions
e. a and d

Question 9: Which of the following is considered polite if you have an interruption while speaking to a caller?
a. excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait 5 minutes, will you
c. Got to go - I'll call you back later
d. Wait there, I'll be back

Question 10: Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?
a. Taking you cell phone on a bungee jump
b. Taking your cell phone up a mountain
c. Taking your cell phone underwater, even if it is switched off
d. Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machine

Question 11:Which of these factors does not need to be considered before you make a phone call?
a. The person whom you're calling.
b. The purpose o your call
c. A brief joke to break the ice
d.  The best time to call
d. None of the above

Question 12: Which information is not necessary for you to leave on your personal voice-mail message?
a. Your name
b.The reason why you are away from the phone
c. Your Social Security Number
d. Your number 
e. All of the above

Question 13: You should smile when you're on the phone, as it can have which of the following effects?
a. It is an urban myth and has no real effect - the person cannot see you.
b. It transfers into your tone of voice and can make the call more appealing.
c. The caller can detect your grin, but not always positively.
d. The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.
e. None of the above

Question 14: If your business call to someone is unexpected, what should you do?
a. Tell them the purpose of your call and ask them to call you back at their convenience
b. Leave a message on the voice mail or with the receptionist and ask them to call a their convenience.
c. Email them and ask what the right time for calling would be
d. Do call them, but first ask if they have time before proceeding with the call.

Question 15: What is a good way to begin a business call to a person whom you do not know, and who is not expecting the call?
a. Just begin talking business, he or she will realize soon enough
b. Interweave what you are talking about with who you are, and the message will be crystal clear.
c. Spend 5 minutes introducing yourself before getting tot he point - it will save time later.
d.  A simple introduction followed by a sentence or two not only show good phone etiquette, but allow the receiver to set the forthcoming information in context.

Question 16: A company employee call the help desk of an Internet service provider to report that the speed of the Internet is below the promised speed. Which of the following should the person not do first?
a. Ask the customer for his or her social security number
b. Disagree with the customer
c. Promise that the Internet speed will be double the originally promised speed
d. Hang up the call, or transfer the call without saying to where
e. All of the above 

Question 17:Which of the following is a good idea to keep with you at all times on the phone?
a. Your lunch
b. A pen and some paper
c. Safety pins or staples
d. An additional caller to overhear the call
e. All of the above

Question 18: What does 'screening your calls' mean?
a. choosing which calls to answer, and which not to answer, based on the name or number (or absence of a number) that shows up when to receive the call
b. Applying a safety cover to your cell phone, often a transparent plastic cover called a 'screen.'
c. Making a list of all the calls you've received in the last month in order to calculate if your cell phone bill is accurate or not
c. Deleting all the missed calls, received calls and dialed numbers from your cell phone.

Question 19:You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.
a. True
b. False
c. Irrelevant issue for cell phones
d. You should always personalize the call before talking business, even if just telling a joke.
e. None of the above

Question 20: During the course of your work, you answer a telephone from an angry customer who has a lot to say. How would you deal with the situation.
a. Simply say "sorry  I have said whatever I could" and hang up.
b. Raise your voice and try to reason with the customer.
c. Ask your co-worker to handle the call.
d. Ask the customer to call again after some time, and be prepared with your answers the next time or he or she calls.
e. Patiently listen until the customer has made his or her extensive complaint, and then begin to reason with him or her.

Question 21:Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?
a. Learning all the numbers from 0-9, and various combinations for their use when dialing.
b. Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line
c. Using the switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.
d. a and b
e. All of the above

Question 22:  From the list below, which are the most important techniques for a positive telephone exchange?
a. Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.
b. A friendly start to the call, getting the information across as rapidly as possible, followed by making sure the information is accurate as a secondary concern
c. Trying to get through the call and onto the next user
d. Exchanging business secrets that may or may not help each other's company (but are good stories), followed by dealing with the current business decision, an ending the call firmly.

Question 23: When is it acceptable to use the 'silent' mode on your cell phone?
a. When you do not want to disturb others around you
b. When you are expecting an important call and do not wish others to be interrupted
c. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever your are.
d. When you wish to attend a meeting or a public event, but still wish to know when you have been called or received a voicemail or text message.
e. All of the above

Question 24: Which of the following is probably the worst way to end a business call?
a. "Don't call us, we'll call you."
b. "Thanks for your time. Not."
c. "See ya in the next life."
d. Just hand up
e. They are all equally bad

Question 25:You have to call up senior executives of your company in different countries to inform them of the proposed date of an international sales conference. What is the best time to call them up?
a. During your of ice hours.
b. During the call recipient's office hours
c. Between 9.00 A.M. and 5.00 P.M.
d. After your office hours

Question 26: At what time during the day should you try not to make business calls?
a. 7 a.m. to 9 a.m.
b. 7 p.m. to midnight
c. 1 p.m. to 3 p.m.
d. 3 p.m. to 5 p.m.
e. a and b

Question 27:Why is it always good to particularize your intention behind the call?
a. It makes the communication clear, and is polite too - do not assume the receiver understands why you are calling them and what you expect of them.
b. It isn't, and can be pedantic. It is better to assume that the listener has some degree of intelligence.
c. Let the caller make assumptions, otherwise it would be rude to specify details.
d. It show them you are the boss

Question 28:Which of the following is important when handling a business client with whom you might have a long-term relationship?
a. Make sure all the clients needs are satisfied, i.e. ensuring that you follow up on their concerns and actually getting back to them..
b. Seeing that their first concern is met, and then letting the call end.
c. Asking if your can call them back if you are busy, albeit with lunch.
d. Complimenting them for their choice of business partner, rather than dealing with their concerns.

Question 29: Why should you generally not answer your business phone on the first ring?
a. It is considered rude
b. You don't look busy enough
d. It can catch the caller off-guard
d. You should let the phone ring through to your voice mail so you can talk at a time convenient to you.
e. None of the above

Question 30: Which of the following is the most polite and most sensible way of handling your cell phone, when at a public performance?
a. Turn the phone off as a rule, followed by 'silent mode' if really necessary.
b. Place on 'silent,' even if you don't expect any calls, as you may have to answer one.
c. Keep the phone on, but the volume turned down.
d. Leave your phone at home

Question 31:Which of the following is accurate in terms of how you should use your cell phone in public?
a. Talk as loudly as you like - some calls are important and more important than your surroundings.
b. Use your cell phone sparingly in public, and a low volume. People should have the option of not listening to your call
d. If you get upset at the call, don't feel the need to restrain from screaming into the phone or throwing it against a wall
e.  Whisper, even if the receiver cannot hear you properly, as you should never talk at a reasonable volume, even in public

Question 32: Which of the following should be considered while leaving a voice mail message?
a. Leaving a message that is short and to the point.
b. Being polite and giving a sense of what is expected in return.
c. Leaving as much information as possible, relatively briefly.
d. Speaking clearly and succinctly
e. All of the above

Question 33: How do you speak to someone in a business relationship whom you do not know well?
a. Try and discuss personal matters as it will help you to get to know them- ask about their family, weekends, hobbies.
b. Keep the conversation polite but business-like, as professionalism is important at all time, until you know them better.
c. A combination of jokes and business commands.
d. Grovel a little bit, so they can feel powerful in the business relationship.

Question 34: Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?
a. Having stickers all over your phone.
b. Having a dangling key chain
c. Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.
d. Having  a brightly colored phone that lights up when it rings
e. None of the above

Question 35:Why is it not a good idea to always leave a lengthy voice-mail message?
a. The message can be truncated, and therefore not communicated properly.
b. The message may experience a long delay in reaching its destination
c. Part of the message may become scrambled and be harder to hear
d. There is risk of the message not being recorded at all, as it is a greater challenge for cell phone recording technology
e. All of the above

 Please send in your comments about the answers. Thanks.