Customers put off by bad phone etiquette can switch to the competition at the flick of a finger. Take this test-or have a friend make a “mystery call”-to see how your telephone effectiveness stacks up.

1. How many rings before someone answers your phone? a) five rings or less b) three rings or less c) fewer than three rings

After two rings, callers are wondering what’s going on. Your phone should be answered in-person by the second ring or by voice-mail by the fourth ring.

2. How do you greet the caller? a) “Hello.” b) “(company name only)” c) “(last name only)” d) “Good afternoon, this is (your full name), may I help you?”

Each has flaws. A, B, and C are abrupt and don’t provide enough information. D is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus, you’re forced to check the clock to see if it’s before or after noon. Try, “Thank you for calling ABC Trucking. This is John.” If you’re taking a call that’s transferred to you, then identify yourself as you wish to be addressed.

3. How long does it take before a person on hold feels annoyed? a) two minutes b) 30 seconds c) one minute, or d) 17 seconds

The right answer is 17 seconds. The exception is when the greeter explains why the caller is being asked to hold and provides an estimated time for the call to be taken. Being told how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellphone callers. Offer the caller the option of either holding or hanging up and having their call returned within a brief, specific time period.

Above all, never put a caller on hold without asking for permission first. Putting customers on hold without their consent is a sure-fire formula to lose customers.

4. You’re on the phone when a visitor walks in. Who gets priority? The visitor. He made the effort to show up in person. Interrupt the call, and the quickest way to get his attention is to use the caller’s name. “George, someone just walked in, will you please hold for a moment?” Wait for his consent, then greet the visitor. Tell him you’ll be a moment, and wrap-up your telephone conversation. If you’re talking to customer in person when the phone rings, ask someone else to answer the phone, or use voice mail. Abandoning customers to answer the phone is downright rude.

5. When receiving a call for a co-worker, how should you respond? a) “Susan’s gone, so I’ll have to take a message.” b) “Susan’s still at lunch. Can I take a message?” c) “Susan should be back soon. Could you call back in 15 minutes”

The right answer? “None of the above.” Here’s why:

a) The statement, “I’ll have to take a message,” makes it sound like an inconvenient chore. Instead, change two words: “I’ll be happy to take a message.” You don’t work any harder, but you convey the impression of someone with a terrific customer service attitude.

b) It’s irrelevant that Susan is at lunch. The caller might be thinking, “That’s a long time to be at lunch!” It’s also irrelevant whether your co-worker is “in a meeting” or “with a customer” or “busy.” Simply put, “Susan is not available right now.” Follow that up with a helpful, “I’d be happy to take a message for her.”

c) Asking a caller to phone back later gives the impression that you’re too lazy or disorganized to take a message. This gives a potential customer a great excuse to call your competitor.