TMA Chapter 41 Telephone Techniques
Exam Questions and Answers Graded A+
How can the MA project a pleasing telephone personality when talking to callers in
the medical office? - Correct answer-The MA should use the same volume as when
speaking in person and should speak naturally. All words should be spoken clearly
so that they are easy to understand. They should smile and exert friendliness.
Identify three ways to maintain proper body mechanics and avoid muscle strain
when spending several minutes on the telephone. - Correct answer-Sit with back
supported and the head in a neutral position. Feet should be flat on the floor or
supported on a foot stoolUsing a headset instead of propping the phone on your
shoulder reduces muscle strain.
How does the MA handle a second call when speaking to a caller on a multiline
telephone? - Correct answer-The MA puts the caller on hold and answers the
second call, then they put that caller on hold and continue helping the first caller.
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, Identify and describe four features of most telephone systems. - Correct answer-
Speed dialing allows storage of frequently called telephone numbers in the
telephone's system memory.
Call forwarding allows the forwarding of incoming calls to another telephone
number.
Call park allows a call to be placed on hold and received from another telephone.
Caller ID identifies the caller's telephone number before the telephone is answered.
How can patients get assistance for an urgent situation that occurs when the office
is closed? - Correct answer-They can get service through the answering service
provided by the clinic, which answers all the office's calls or the ones forwarded to
them through the voicemail system.
What is AIDET an acronym for, and what does each initial of the acronym stand
for? - Correct answer-Acknowledge: Acknowledge patients or other customers
promptly and greet them as the first step in building a connection
Introduce: Identify yourself and then identify the customer, especially if it is a
patient
Duration: Reduce anxiety by setting time expectations.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
Exam Questions and Answers Graded A+
How can the MA project a pleasing telephone personality when talking to callers in
the medical office? - Correct answer-The MA should use the same volume as when
speaking in person and should speak naturally. All words should be spoken clearly
so that they are easy to understand. They should smile and exert friendliness.
Identify three ways to maintain proper body mechanics and avoid muscle strain
when spending several minutes on the telephone. - Correct answer-Sit with back
supported and the head in a neutral position. Feet should be flat on the floor or
supported on a foot stoolUsing a headset instead of propping the phone on your
shoulder reduces muscle strain.
How does the MA handle a second call when speaking to a caller on a multiline
telephone? - Correct answer-The MA puts the caller on hold and answers the
second call, then they put that caller on hold and continue helping the first caller.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
, Identify and describe four features of most telephone systems. - Correct answer-
Speed dialing allows storage of frequently called telephone numbers in the
telephone's system memory.
Call forwarding allows the forwarding of incoming calls to another telephone
number.
Call park allows a call to be placed on hold and received from another telephone.
Caller ID identifies the caller's telephone number before the telephone is answered.
How can patients get assistance for an urgent situation that occurs when the office
is closed? - Correct answer-They can get service through the answering service
provided by the clinic, which answers all the office's calls or the ones forwarded to
them through the voicemail system.
What is AIDET an acronym for, and what does each initial of the acronym stand
for? - Correct answer-Acknowledge: Acknowledge patients or other customers
promptly and greet them as the first step in building a connection
Introduce: Identify yourself and then identify the customer, especially if it is a
patient
Duration: Reduce anxiety by setting time expectations.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
