Work in pairs. Answer the questions of the test and discuss your answers with the partner. (More than one answer is possible in most cases).

1. Which is the best way to answer the phone at work?

a) Hello!

b) Name yourself.

c) Name the department.

d) Name the company.

2. Which is the best way to answer the phone at home?

a) Say your telephone number.

b) Say the name of your town and telephone number.

c) Hello!

3. Which way would you reply when someone on the phone says “Can I speak to (your name)”?

a) That’s me!

b) Speaking!

c) Yes, I am.

4. How should Susan Banks introduce herself for the first time on the phone?

a) It’s Susan Banks.

b) I’m Susan Banks.

c) My name is Susan Banks.

5. How should Susan Banks introduce herself on the phone to someone who already knows her?

a) This is Susan Banks.

b) I’m Susan Banks.

c) It’s Susan Banks here.

6. When you ask someone to wait on the phone which of these is quite formal, which is informal, and which would you probably never say?

a) Could you hold on a minute, please?

b) Hold on!

c) Wait, please.

7. When you want to know who is calling you which of these is formal, which is informal, and which sounds rude?

a) Who’s that?

b) Who are you?

c) Who’s calling, please?

8. Which of these is the most formal way to introduce the subject of your telephone call?

a) I want to talk about the sales conference in March.

b) I’m calling in connection with the sales conference in March.

c) Let’s talk about the sales conference in March.

9. Why is it important to use “please” and “thank you” on the phone?

a) The other person can’t see your face, so you have to use these words more often to show you are being friendly and polite.

b) The British and Americans both expect it.

c) It’s not important.

10. Which of these would you say when you want to find some information on your computer while you’re on the phone?

a) Wait while I get it on my computer, please.

b) Just a moment while I get it up on the screen.

c) I’m just bringing up your details now.