Assessment (continued)

a. made only on your personal cell phone

b. avoided except for emergencies

c. made when you are at your desk but not busy

d. none of these choices

Your answer, b, is correct. When you're at work, you're supposed to be working, not handling personal matters.

a. louder

b. softer

c. more distant

d. slower and clearer

Your answer, d, is correct. To make sure you can be understood by people of various backgrounds, speak slowly and clearly.

a. easily abused

b. important and helpful

c. properly used only with the caller's permission

d. all of these choices

Your answer, d, is correct. While "hold" is an important and helpful telephone feature, it is easily abused. Always ask the caller's permission beforehand.

a. hang up as quickly as possible so you can take the next call

b. wait for six seconds of silence and then hang up

c. hang up after you hear the "click" indicating that the other person has hung up

d. take a deep breath to prepare for the next call

Your answer, c, is correct. Hang up only after you are sure the caller is finished. To be safe, wait for the final "click."

a. an apology for missing the call

b. the name of a supervisor to contact in your absence

c. a detailed explanation of why you are away from your phone

d. all of these choices

Your answer, a, is correct. An informative voice mail greeting should include your name and title, an apology for missing the call, and the best times and methods to reach you.