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Quarter Exam in CSS

This document appears to be a practice exam for a contact center servicing course. It contains multiple choice, matching, modifier identification, and completion questions testing knowledge of topics like entrepreneurial competencies, product development, branding, and communication elements. The questions cover a range of concepts relevant to working in a call center environment.

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Charley Vill Credo
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Download as DOCX, PDF, TXT or read online on Scribd
383 views

Quarter Exam in CSS

This document appears to be a practice exam for a contact center servicing course. It contains multiple choice, matching, modifier identification, and completion questions testing knowledge of topics like entrepreneurial competencies, product development, branding, and communication elements. The questions cover a range of concepts relevant to working in a call center environment.

Uploaded by

Charley Vill Credo
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Quarter Exam in

Contact Center Servicing

Name: ________________________________ Grade: _____________________


Matching Type

Directions: Match the entrepreneurial competencies in column A with their meaning in column B.
Write the letter of the correct answer on the space provided before each number.

A B

____1. Creative A. makes wise decisions towards the set objectives

____2. Profit-oriented B. strategic thinking and setting of goals


____3. Disciplined C. trusting in one’s ability
____4. Sound decision maker D. adoptable to change
____5. Possess people skills E. innovates to have an edge over other competitors

____6. Excellent Planner F. solid dedication


____7. Confident G. skilful in record keeping
____8. Hardworking H. always sticks to the plan
____9. Ability to accept change I. work diligently
____10. Committed J. effective and efficient communication skills and
relates well to people

TEST II. Multiple Choice

DIRECTIONS: Choose the letter of the best answer. Write your answer on a separate sheet of paper.

1. It is generated by examining the goods and services sold in the community.


A. business creation C. business concept
B. business pricing D. business idea
2. It is a process of making new products which will be sold to the customers.
A. product analysis C. product development
B. product conceptualization D. product implementation
3. These are luxuries, advantages and desires that every individual considers beyond
necessary.
A. wants C. requirements
B. desires D. needs
4. It is a factor or consideration presented by a seller as the reason that a product or service is
different from and better than that of the competition.
A. unique selling plan C. unique pricing policy
B. unique selling proposition D. finding value-added
5. A stage in which the needs of the target market are identified, reviewed, and evaluated.
A. concept development C. project development
B. economic analysis D. refine specification
6. It is the introduction of new ideas to make the product and services more attractive and
saleable to the target customers.
A. new idea C. product development
B. creativity D. innovation
7. It is a managerial tool used to assess the environment and to gather important information
that can be used for strategic planning.
A. scanning C. WOTS Analysis
B. SWOT Analysis D. survey analysis

8. It is creating names, symbol, or designs that identifies and differentiates a product from the
other products.
A. product naming C. branding
B. unique selling proposition D. tagline
9. It is a meaningful and unforgettable statement that captures the essence of the brand.
A. product naming C. branding
B. unique selling proposition D. tagline
10. These are things that people cannot live without.
A. wants C. requirements
B. desires D. needs

TEST III. Preposition


Direction: Complete each sentence by choosing the best preposition from the pool
below. Write your answer on your notebook.
1. Call center agents are one _____ the highest earning employees _____ the
country.
2. Call center companies offer a whole range of benefits _____ health insurance
_____ gift certificates.
3. Promotions happen _____ a faster rate in call centers compared _____ other
companies.
4. There is unlimited supply of coffee _____ call center agents. Some companies
have unlimited juice or iced tea aside _____ coffee.
5. Call center companies strive to maintain this kind _____ quality work environment
and excellent service to client in order _____ provide compensation and benefits.

to of with from at
in on for by

TEST IV. Modifiers


Direction: Identify the modifier describing the underlined word in each sentence.
1. Working in a call center might seem an easy job.
2. There are many different kinds of jobs in call centers: CSRs, TSRs, supervisors,
managers, human resource staff, and many others who work to ensure a call center
works well.
3. You must be able to answer their inquiry quickly and correctly, so their faith and trust in
your company is upheld.
4. You need to be the type of person who can learn and retain information.
5. Many list the ability to speak a second language as an asset in working in a call center.

TEST V. Matching Type


Directions: Match Column A with Column B. Write the letter of your choice. Do this on your
notebook.

A B

1. the variation in the pitch of the voice


2. the highness or lowness of the voice a. rate
3. includes body language and voice
b. tone
nuances
4. loudness of the speaking voice c. pitch
5. the speed (fastness or slowness) of
d. volume
your speaking voice
e. paralanguage cues
TEST VI. Completion
Direction: Below is an unlabeled illustration of the communication process. Try to fill it in with your
idea of the elements included in the process.

4.

3. 1. 2.

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