Southwest Airlines Professional Communications Certification Practice Exam

Which of the following is an example of appropriate telephone etiquette?

1. Ignore the caller's questions

2. Use the hold button when necessary

3. Answer the phone within 10 rings

4. Talk in a loud voice

The correct answer is: Use the hold button when necessary

Using the hold button when necessary is an example of appropriate telephone etiquette because it demonstrates respect for both the caller's time and the need to manage the conversation effectively. Engaging the hold feature allows for the orderly handling of a call, especially when the person on the line needs a moment to retrieve information, consult with a colleague, or address another matter without risking the conversation's flow. This practice helps maintain a professional tone, ensuring that the caller feels acknowledged and valued, as it indicates the receiver is actively trying to provide them with the best service possible. In contrast, other options reflect poor telephone etiquette. Ignoring the caller's questions can leave them feeling unvalued and frustrated. Answering the phone within an unreasonable number of rings can demonstrate a lack of urgency or attentiveness. Speaking loudly can be considered rude and disruptive, as it may invade the space of those nearby or convey a sense of aggression.