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CMA Foundation · Fundamentals of Business Laws and Business Communication · Features of Effective Business Communication

Which of the following is the best example of good telephone etiquette in a business setting?

Answering promptly, stating the company name and your own name, and asking permission before placing the caller on hold is good telephone etiquette. It shows courtesy and professionalism. Delaying answers, holding side conversations or ending abruptly without summarising create a poor impression of the organisation.

  1. AAnswering promptly, stating the company name and your name, and asking before putting the caller on holdCorrect
  2. BAnswering after many rings to appear busy and important
  3. CContinuing a side conversation while the caller speaks
  4. DEnding the call without summarising so as to save time

Explanation

Good telephone etiquette includes prompt answering, a clear greeting with identification, and courtesy such as asking permission before placing a caller on hold. The other choices show discourtesy or inattention that harm the firm's image.

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