Hi !!
The answer D
Politely inform the caller that it's going to take a few minutes to find the information and put him or her on hold.
This is a courteous and respectful attitude 
Hope I helped :)
        
                    
             
        
        
        
(") are quotation marks, we use them them by quoting someone for example, in a story it would say...
"I dont want to go!" said Bob. 
(') is an apostorphe. You can use them in quotes for example
" 'I dont want to go!' said Bob." 
Here I am quoting the the Bob statement. 
The apostrophe can also be used in the ommison of letter for a word for example
~don't=do not
~won't
~wouldn't