Q.1: Which of the following is important when handling a business client with whom you might have a long-term relationship?
a. Make sure all the client’s needs are satisfied, i.e. ensure that you follow up on their concerns and actually get back to them.
b. See that their first concern is met, and then let the call end.
c. Ask if you can call them back if you are busy.
d. Compliment them on their choice of business partner, rather than deal with their concerns.
a. Make sure all the client’s needs are satisfied, i.e. ensure that you follow up on their concerns and actually get back to them.
b. See that their first concern is met, and then let the call end.
c. Ask if you can call them back if you are busy.
d. Compliment them on their choice of business partner, rather than deal with their concerns.
Q.2: What is Average Wait Time in an outbound telecalling process?
a. The time taken to make a sale
b. The time taken by a telecalling executive to log into the computer
c. The time between two outbound calls
d. None of the above
Q.3: Identify the misspelled word in the list below.
a. Parallel
b. Prevalent
c. Prejudice
d. Perserverance
Q.4: Complete the following sentence by choosing the correct spelling of the missing word. The annual _____________ was ruined when a family of bears stole all the hotdogs.
a. barbecue
b. barbequeue
c. barbycue
d. barbcue
Q.5: Identify the misspelled word in the list below.
a. Rhythmical
b. Reminiscence
c. Rheumatism
d. Resevoir
Q.6: What is an IVR?
a. Instant Voice Recorder
b. Interactive Voice Response
c. International Voice Recorder
d. International Voice Rights
Q.7: What is the term used for the incoming calls that are logged but not yet resolved?
a. Unresolved calls
b. Only logged calls
c. Open calls
d. Process calls
e. Pipeline calls
Q.8: Which of the following are significant skills to look for when hiring helpdesk staff?
a. Whether they can make tea or coffee for the other staff.
b. How well traveled they are in the world.
c. How polite and helpful they can be on the telephone.
d. Previous helpdesk experience, with references, in the same industry.
e. c and d
Q.9: What does ‘HTH’ mean in an email or on a message board?
a. Happy today happy
b. Hope this helps
c. Help the human
d. Happy to help
e. b and d
Q.10: Which of the following is considered polite if you have an interruption while speaking to a caller?
a. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait for five minutes, will you.
c. Got to go — I’ll call you back later.
d. Wait there, I’ll back.
Q.11: A few days back, when Pete had fever, he was taken to his uncle’s clinic, which is 6 Kilometers towards the right of his house, but his uncle was not available. So he was taken to a hospital 12 Kilometers towards the left of his house. The doctor prescribed him a medicine and the chemist shop was 1 Kilometer towards the left. The minimum distance which he had to cover to come back to his home from the chemist shop was:
a. 7 Kilometers
b. 9 Kilometers
c. 11 Kilometers
d. 13 Kilometers
Q.12: Choose the correct spelling of the word from the options below.
a. Pronounciation
b. Pronuciation
c. Pronuncitation
d. Pronunciation
Q.13: Fill in the blank with the correct option.
A cup full of stagnant water may _____ millions of micro-organisms.
a. contains
b. be contain
c. contain
d. have been containing
Q.14: Who should control the flow of conversation in a successful telesales pitch?
a. The customer
b. The teleselling agent
c. The script
d. Both a and b
Q.15: Which of the following is true regarding deleted files in Windows?
a. Once the files have been deleted, there is no way available for recovering them.
b. The last 100 files that have been deleted can be recovered.
c. The deleted files are sent to a Recycle Bin.
d. The deleted files can be recovered as long as the computer has not been switched off.
Q.16: Choose the correct spelling of the word from the options below.
a. Conscentiuos
b. Consentious
c. Conscientous
d. Conscientious
Q.17: What is the extension of a file developed in Notepad?
a. .EXE
b. .DOC
c. .TXT
d. .HTML
e. .TEXT
Q.18: What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?
a. Use their first name, it is always the friendliest option.
b. Use their last name, such as Mr. Jones or Ms. Jones.
c. Use their full name, with their first name in parentheses afterwards.
d. Use Dear X to demonstrate your uncertainty, and they will probably correct you.
Q.19: Choose the correct option from the following:
a. He sometimes acts a bit crazy, and his behavior in the class is often scandalous.
b. He sometimes acts a bit crazy, his behavior in the class is often scandalous.
c. He sometimes acts a bit crazy his behavior, in the class is often scandalous.
d. He sometimes acts a bit crazy his behavior, in the class, is often scandalous.
Q.20: During the course of your work, you answer a telephone call from an angry customer who has a lot to say. How should you deal with the situation?
a. Simply say “Sorry, I have said whatever I could” and hang up.
b. Raise your voice and try to reason with the customer.
c. Ask your co-worker to handle the call.
d. Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.
e. Patiently listen until the customer has made his or her complaint, and then begin to reason with him/her.
Q.21: What is a good way to begin a business call to a person whom you do not know, and who is not expecting the call?
a. Just begin talking business, he or she will realize soon enough.
b. Interweave what you are talking about with who you are, and the message will be crystal clear.
c. Spend five minutes introducing yourself before getting to the point — it will save time later.
d. Give a simple introduction of yourself followed by a sentence or two. It not only shows good phone etiquette but also allows the receiver to set the forthcoming information in context.
Q.22: Which of the following words cannot be formed by using the letters used in “POSTENTATION” ?
a. PATIENT
b. NATION
c. OTHER
d. STATION
Q.23: Which of the following sentences are appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Q.24: Why is it always good to particularize your intention behind the call?
a. It makes the communication clear, and is polite too. You cannot assume the receiver understands why you are calling them and what you expect of them.
b. It isn’t, and can be pedantic. It is better to assume that the listener has some degree of intelligence.
c. Let the caller make assumptions; otherwise it would be rude to specify details.
d. It shows them you are the boss.
Q.25: How often is it sensible to use ‘reply all’ when replying to an e-mail?
a. As often as possible, the more people know the information, the better.
b. Always, as e-mails should have at least two recipients at all times.
c. Only if the information is really relevant to everyone on the list; otherwise, it is advisable to use ‘reply all’ to the minimum.
d. You should use ‘reply all’ about twice as often as you use simply ‘reply’.
e. None of the above
Q.26: Fill in the blank with the correct option.
Guitars, drums, and flutes _____ musical instruments.
a. are examples in
b. are examples to
c. are examples of
d. is examples of
Q.27: Which of the following does the call cycle time include?
a. Closing the call, and call logging.
b. Break times, lunch and when the office is closed.
c. Diagnosing the problem, and providing a solution to the problem.
d. a and c
e. a and b
Q.28: Which of the following is right about time delays between e-mail exchanges?
a. Try and reply within 24-48 hours, but allow at least the same amount of time, if not longer, before sending a follow-on e-mail.
b. Always reply within 24 hours, and expect the same from others.
c. Wait for 36 hours before replying to any e-mail, but send a follow-on e-mail within 24 hours if you don’t hear anything.
d. Always allow a month for a reply, and reply to the e-mails received within three weeks.
Q.29: Fill in the blank with the correct option.
Usually, cartoon strips _____ in the “Leisure” section of this newspaper.
a. appear
b. appears
c. were appearing
d. did appear
Q.30: What does ‘receiving a buying signal’ from a prospective client mean?
a. Resetting all computers due to an incredibly large order coming through.
b. A formal agreement by the client to buy the product. This agreement can be through phone, e-mail or fax.
c. A request by the client to the Company to contact him about a particular product or service.
d. A comment from the client that indicates that he is considering, to whatever extent, buying your product.
Q.31: If the 10th of January of a Leap year falls on Saturday, the 11th of March of the same year will fall on a:
a. Monday
b. Wednesday
c. Thursday
d. Saturday
Q.32: Which of the following skill sets are essential in telesales to improve conversation rates?
a. Questioning/Probing
b. Listening
c. Use of silence
d. All of the above
Q.33: A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?
a. 5%
b. 20%
c. 25%
d. 40%
e. None of the above
Q.34: Complete the following sentence by choosing the correct spelling of the missing word.
The church members accused the cult of _______________ practices.
a. sacreligious
b. sacrelegious
c. sacrilegious
d. sacrilgious
Q.35: Which information is not necessary for you to leave on your personal voicemail message?
a. Your name
b. The reason why you are away from the phone
c. Your Social Security Number
d. Your number
e. All of the above
Q.36: Complete the following sentence by choosing the correct spelling of the missing word.
Many would-be travelers were _____________ by the price of gas last summer.
a. flabergasted
b. flabberghasted
c. flabbergasted
d. flabbergashted
Q.37: Which of the following monitor the service level performance in terms of caller information?
a. Number of calls received.
b. Number of calls transferred.
c. Number of calls dropped.
d. Number of calls held waiting for given periods of time.
e. All of the above
Q.38: Complete the following sentence by choosing the correct spelling of the missing word.
Be sure to leave your travel __________ with the secretary so he’ll know how to reach you while you’re away.
a. itenreray
b. itinerary
c. iteneray
d. itinirary
Q.39: What does it mean to ‘respect somebody else’s bandwidth’?
a. To measure the width of the desktop PC in comparison to a laptop of the same brand.
b. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
c. To be conscious of how much storage space you are controlling in any given communication, since everyone has only limited space.
d. To allow them two communications for every single communication of your own.
e. None of the above
Q.40: What does the term ‘upselling’ mean in an outbound scenario?
a. Trying to sell add-on products post the sale of a primary product
b. Increasing the sale of a primary product
c. An upward trend in sales
d. There is no such term
a. The time taken to make a sale
b. The time taken by a telecalling executive to log into the computer
c. The time between two outbound calls
d. None of the above
Q.3: Identify the misspelled word in the list below.
a. Parallel
b. Prevalent
c. Prejudice
d. Perserverance
Q.4: Complete the following sentence by choosing the correct spelling of the missing word. The annual _____________ was ruined when a family of bears stole all the hotdogs.
a. barbecue
b. barbequeue
c. barbycue
d. barbcue
Q.5: Identify the misspelled word in the list below.
a. Rhythmical
b. Reminiscence
c. Rheumatism
d. Resevoir
Q.6: What is an IVR?
a. Instant Voice Recorder
b. Interactive Voice Response
c. International Voice Recorder
d. International Voice Rights
Q.7: What is the term used for the incoming calls that are logged but not yet resolved?
a. Unresolved calls
b. Only logged calls
c. Open calls
d. Process calls
e. Pipeline calls
Q.8: Which of the following are significant skills to look for when hiring helpdesk staff?
a. Whether they can make tea or coffee for the other staff.
b. How well traveled they are in the world.
c. How polite and helpful they can be on the telephone.
d. Previous helpdesk experience, with references, in the same industry.
e. c and d
Q.9: What does ‘HTH’ mean in an email or on a message board?
a. Happy today happy
b. Hope this helps
c. Help the human
d. Happy to help
e. b and d
Q.10: Which of the following is considered polite if you have an interruption while speaking to a caller?
a. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait for five minutes, will you.
c. Got to go — I’ll call you back later.
d. Wait there, I’ll back.
Q.11: A few days back, when Pete had fever, he was taken to his uncle’s clinic, which is 6 Kilometers towards the right of his house, but his uncle was not available. So he was taken to a hospital 12 Kilometers towards the left of his house. The doctor prescribed him a medicine and the chemist shop was 1 Kilometer towards the left. The minimum distance which he had to cover to come back to his home from the chemist shop was:
a. 7 Kilometers
b. 9 Kilometers
c. 11 Kilometers
d. 13 Kilometers
Q.12: Choose the correct spelling of the word from the options below.
a. Pronounciation
b. Pronuciation
c. Pronuncitation
d. Pronunciation
Q.13: Fill in the blank with the correct option.
A cup full of stagnant water may _____ millions of micro-organisms.
a. contains
b. be contain
c. contain
d. have been containing
Q.14: Who should control the flow of conversation in a successful telesales pitch?
a. The customer
b. The teleselling agent
c. The script
d. Both a and b
Q.15: Which of the following is true regarding deleted files in Windows?
a. Once the files have been deleted, there is no way available for recovering them.
b. The last 100 files that have been deleted can be recovered.
c. The deleted files are sent to a Recycle Bin.
d. The deleted files can be recovered as long as the computer has not been switched off.
Q.16: Choose the correct spelling of the word from the options below.
a. Conscentiuos
b. Consentious
c. Conscientous
d. Conscientious
Q.17: What is the extension of a file developed in Notepad?
a. .EXE
b. .DOC
c. .TXT
d. .HTML
e. .TEXT
Q.18: What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?
a. Use their first name, it is always the friendliest option.
b. Use their last name, such as Mr. Jones or Ms. Jones.
c. Use their full name, with their first name in parentheses afterwards.
d. Use Dear X to demonstrate your uncertainty, and they will probably correct you.
Q.19: Choose the correct option from the following:
a. He sometimes acts a bit crazy, and his behavior in the class is often scandalous.
b. He sometimes acts a bit crazy, his behavior in the class is often scandalous.
c. He sometimes acts a bit crazy his behavior, in the class is often scandalous.
d. He sometimes acts a bit crazy his behavior, in the class, is often scandalous.
Q.20: During the course of your work, you answer a telephone call from an angry customer who has a lot to say. How should you deal with the situation?
a. Simply say “Sorry, I have said whatever I could” and hang up.
b. Raise your voice and try to reason with the customer.
c. Ask your co-worker to handle the call.
d. Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.
e. Patiently listen until the customer has made his or her complaint, and then begin to reason with him/her.
Q.21: What is a good way to begin a business call to a person whom you do not know, and who is not expecting the call?
a. Just begin talking business, he or she will realize soon enough.
b. Interweave what you are talking about with who you are, and the message will be crystal clear.
c. Spend five minutes introducing yourself before getting to the point — it will save time later.
d. Give a simple introduction of yourself followed by a sentence or two. It not only shows good phone etiquette but also allows the receiver to set the forthcoming information in context.
Q.22: Which of the following words cannot be formed by using the letters used in “POSTENTATION” ?
a. PATIENT
b. NATION
c. OTHER
d. STATION
Q.23: Which of the following sentences are appropriate when you are asking for somebody on the phone?
a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d
Q.24: Why is it always good to particularize your intention behind the call?
a. It makes the communication clear, and is polite too. You cannot assume the receiver understands why you are calling them and what you expect of them.
b. It isn’t, and can be pedantic. It is better to assume that the listener has some degree of intelligence.
c. Let the caller make assumptions; otherwise it would be rude to specify details.
d. It shows them you are the boss.
Q.25: How often is it sensible to use ‘reply all’ when replying to an e-mail?
a. As often as possible, the more people know the information, the better.
b. Always, as e-mails should have at least two recipients at all times.
c. Only if the information is really relevant to everyone on the list; otherwise, it is advisable to use ‘reply all’ to the minimum.
d. You should use ‘reply all’ about twice as often as you use simply ‘reply’.
e. None of the above
Q.26: Fill in the blank with the correct option.
Guitars, drums, and flutes _____ musical instruments.
a. are examples in
b. are examples to
c. are examples of
d. is examples of
Q.27: Which of the following does the call cycle time include?
a. Closing the call, and call logging.
b. Break times, lunch and when the office is closed.
c. Diagnosing the problem, and providing a solution to the problem.
d. a and c
e. a and b
Q.28: Which of the following is right about time delays between e-mail exchanges?
a. Try and reply within 24-48 hours, but allow at least the same amount of time, if not longer, before sending a follow-on e-mail.
b. Always reply within 24 hours, and expect the same from others.
c. Wait for 36 hours before replying to any e-mail, but send a follow-on e-mail within 24 hours if you don’t hear anything.
d. Always allow a month for a reply, and reply to the e-mails received within three weeks.
Q.29: Fill in the blank with the correct option.
Usually, cartoon strips _____ in the “Leisure” section of this newspaper.
a. appear
b. appears
c. were appearing
d. did appear
Q.30: What does ‘receiving a buying signal’ from a prospective client mean?
a. Resetting all computers due to an incredibly large order coming through.
b. A formal agreement by the client to buy the product. This agreement can be through phone, e-mail or fax.
c. A request by the client to the Company to contact him about a particular product or service.
d. A comment from the client that indicates that he is considering, to whatever extent, buying your product.
Q.31: If the 10th of January of a Leap year falls on Saturday, the 11th of March of the same year will fall on a:
a. Monday
b. Wednesday
c. Thursday
d. Saturday
Q.32: Which of the following skill sets are essential in telesales to improve conversation rates?
a. Questioning/Probing
b. Listening
c. Use of silence
d. All of the above
Q.33: A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?
a. 5%
b. 20%
c. 25%
d. 40%
e. None of the above
Q.34: Complete the following sentence by choosing the correct spelling of the missing word.
The church members accused the cult of _______________ practices.
a. sacreligious
b. sacrelegious
c. sacrilegious
d. sacrilgious
Q.35: Which information is not necessary for you to leave on your personal voicemail message?
a. Your name
b. The reason why you are away from the phone
c. Your Social Security Number
d. Your number
e. All of the above
Q.36: Complete the following sentence by choosing the correct spelling of the missing word.
Many would-be travelers were _____________ by the price of gas last summer.
a. flabergasted
b. flabberghasted
c. flabbergasted
d. flabbergashted
Q.37: Which of the following monitor the service level performance in terms of caller information?
a. Number of calls received.
b. Number of calls transferred.
c. Number of calls dropped.
d. Number of calls held waiting for given periods of time.
e. All of the above
Q.38: Complete the following sentence by choosing the correct spelling of the missing word.
Be sure to leave your travel __________ with the secretary so he’ll know how to reach you while you’re away.
a. itenreray
b. itinerary
c. iteneray
d. itinirary
Q.39: What does it mean to ‘respect somebody else’s bandwidth’?
a. To measure the width of the desktop PC in comparison to a laptop of the same brand.
b. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
c. To be conscious of how much storage space you are controlling in any given communication, since everyone has only limited space.
d. To allow them two communications for every single communication of your own.
e. None of the above
Q.40: What does the term ‘upselling’ mean in an outbound scenario?
a. Trying to sell add-on products post the sale of a primary product
b. Increasing the sale of a primary product
c. An upward trend in sales
d. There is no such term