Telephone Call Handling

Froggy Jumps

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About this activity

Etiquette and efficiency on calls

Created by

Mark Younge

Guyana

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Froggy Jumps Telephone Call HandlingOnline version Etiquette and efficiency on calls by Mark Younge 1 What is the first step when answering a call in a professional setting? a Ask for their company email b Greet the caller with a clear hello and your name c Put the caller on hold immediately 2 Which phrase best shows politeness when you need to transfer a call? a “I don’t know who can help you.” b “Wait a moment.” c “I’ll transfer you to the right person.” 3 How should you confirm important information received over the phone? a Repeat back key details to the caller b End the call quickly to save time c Ask them to email it later 4 What is a good practice to ensure clear communication on a call? a Speak at a moderate pace and enunciate b Use slang and abbreviations c Speak as fast as possible 5 When a caller asks for a callback, what should you do? a Note the request and call back as promised b Ask them to email instead c Ignore the request if busy 6 Which action helps manage a busy line professionally? a Offer to take a message and call back b Put the caller on hold without update c Hang up and ask them to call later 7 How should you handle confidential information shared over the phone? a Keep it discreet and confirm the purpose before sharing b Record it for quality check without consent c Discuss with others openly 8 What tone is ideal for customer-facing calls? a Sarcastic and brisk b Apathetic and indifferent c Polite, patient, and helpful 9 What should you do if you don’t understand the caller’s name? a Guess and proceed b Ask them to email the name later c Ask them to spell it clearly 10 Why is summarizing a call important? a To show you listened without acting on it b To end the call faster c To confirm actions and next steps

Froggy Jumps

Telephone Call HandlingOnline version

Etiquette and efficiency on calls

by Mark Younge

What is the first step when answering a call in a professional setting?

Ask for their company email

Greet the caller with a clear hello and your name

Put the caller on hold immediately

Which phrase best shows politeness when you need to transfer a call?

“I don’t know who can help you.”

“Wait a moment.”

“I’ll transfer you to the right person.”

How should you confirm important information received over the phone?

Repeat back key details to the caller

End the call quickly to save time

Ask them to email it later

What is a good practice to ensure clear communication on a call?

Speak at a moderate pace and enunciate

Use slang and abbreviations

Speak as fast as possible

When a caller asks for a callback, what should you do?

Note the request and call back as promised

Ask them to email instead

Ignore the request if busy

Which action helps manage a busy line professionally?

Offer to take a message and call back

Put the caller on hold without update

Hang up and ask them to call later

How should you handle confidential information shared over the phone?

Keep it discreet and confirm the purpose before sharing

Record it for quality check without consent

Discuss with others openly

What tone is ideal for customer-facing calls?

Sarcastic and brisk

Apathetic and indifferent

Polite, patient, and helpful

What should you do if you don’t understand the caller’s name?

Guess and proceed

Ask them to email the name later

Ask them to spell it clearly

Why is summarizing a call important?

To show you listened without acting on it

To end the call faster

To confirm actions and next steps

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Telephone Call Handling

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Telephone Call HandlingOnline version

by Mark Younge

What is the first step when answering a call in a professional setting?

Which phrase best shows politeness when you need to transfer a call?

How should you confirm important information received over the phone?

What is a good practice to ensure clear communication on a call?

When a caller asks for a callback, what should you do?

Which action helps manage a busy line professionally?

How should you handle confidential information shared over the phone?

What tone is ideal for customer-facing calls?

What should you do if you don’t understand the caller’s name?

Why is summarizing a call important?

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