Telephone Etiquette Quiz

Example Questions From the Test

• 1Before ending a routine scheduling call, what is the best closing practice?
  • End the call once the appointment appears in the calendar.
  • Summarize the agreed details, explain any next step, invite final questions, and close courteously.
  • Repeat the office’s entire cancellation policy, regardless of the caller’s needs.
  • Ask the caller to phone again later to confirm that the appointment was saved.
• 2Someone reports receiving a voicemail that appears intended for another patient. What is the most appropriate response?
  • Ask the recipient to repeat the entire voicemail so you can identify the patient.
  • Confirm the intended patient’s name and explain why the office called them.
  • Apologize without confirming anyone’s patient status, gather only necessary details, and report the incident under office policy.
  • Ask the recipient to delete the message and take no further action.
• 3You are assisting a patient at the reception desk when the telephone rings. What is the best way to balance both interactions?
  • Answer the phone and continue the full call while the in-person patient waits.
  • Ignore the telephone until every in-person task is complete.
  • Acknowledge the in-person patient, answer promptly if possible, and ask the caller’s permission before placing them briefly on hold.
  • Ask the in-person patient to answer the telephone while you finish the paperwork.