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Upwork Sales and Marketing

Customer Service Test 2016

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1. What is the importance of consistency while offering customer service to different people?

Answers:

  1. Not important – Customers o      ly know what they experience and can not compare the service they get with that offered to others.
  2. Very important – Customers expect a consistent level of service when dealing with a company.
  3. Important only for large companies, not for small ones
  4. Important only for small firms since they rely on customer referrals

2. What should the customer service representative do when a customer is yelling?

Answers:

  1. Yell back at them
  2. Not respond and hang up
  3. Sound anxious
  4. Keep a calm, lower tone to calm the customer down

3. What is customer profiling?

Answers:

  1. Reporting customer data to government agencies
  2. A customer filling in a profile online
  3. Using customer data to determine an overall company marketing campaign
  4. Using a series of data points to place customers into groups and tailoring their experience with your company

4. Which of the following is a customer need?

Answers:

  1. Premium pricing
  2. Experienced management
  3. Friendly customer service
  4. Growing financial performance

5. Why should a firm say they are sorry even if they feel the customer is wrong?

Answers:

  1. The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.
  2. The firm should always take the blame and learn from it.
  3. The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.
  4. They can later put the blame on a third party.

6. How can a company’s online ordering process be made more customer friendly?

Answers:

  1. Ask for lots of details so the customer can be catered to in the future.
  2. Try to sell customers additional products and services unsolicited.
  3. Place ads on the order page for additional products.
  4. Only ask for information necessary to process the order.

7. Why is it important to pace your tone on the phone with the other person?

Answers:

  1. It automatically makes them assume they will get what they want.
  2. It creates rapport with the customer and puts them at ease.
  3. If the person talks fast, it means they are in a rush and you should also do the same.
  4. It tells the customer you are someone they can trust.

8. What is the importance of customer oriented goodwill?

Answers:

  1. It allows for cheaper resolutions to customer conflict.
  2. It is a good substitute for good customer service.
  3. It allows the management to measure how well customer service is being performed.
  4. It puts the company ahead of the competitors in respect of customer service.

9. How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?

Answers:

  1. The same draft of an email can be sent to every single customer thus ensuring consistency.
  2. They are used for all marketing efforts of a company.
  3. Information can be distributed via the CRM system for sending the same message to all the customers in the same group.
  4. The CRM system always works as the back end for the company website.

10. What should be the ultimate goal of problem solving with the customer?

Answers:

  1. To save the company money
  2. To get them off the phone quickly
  3. To get referrals to other customers
  4. To make them happy

11. What would be a good opening line in replying to an irate customer’s email?
Answers:

  1. Please call customer service.
  2. We are glad you are enjoying our product/service.
  3. Thank you for your email, we are sorry to hear about the problem you have.
  4. We will get back to you within 7 days.

12. Why do customers feel the need of some control in working to resolve an issue with a company?

Answers:

  1. They feel they are getting more for their money.
  2. Customers feel that this way, they can get whatever they want, at least temporarily.
  3. It ensures the customer will buy again.
  4. It puts them in a positive mood and allows them to help guide the resolution

13. What would a monotone and flat voice indicate to a customer?

Answers:

  1. The person is energetic and wants to help.
  2. The person is bored and uninterested in the conversation.
  3. The person is angry.
  4. The person doesn’t believe what they are hearing.

14. How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

Answers:

  1. By reducing headcount by 10% each year
  2. By making it mandatory for the employees to attend company meetings
  3. By offering incentives, both financial and non financial, for good performance
  4. By telling the employees that mystery callers will evaluate them

15. What is meant by a “care token”?

Answers:

  1. To handle customers who are not happy with the company “with care”
  2. A gesture made by the company to retain a customer after his/her having experienced bad customer service
  3. A gesture made by the company as a last resort to get the customer to leave
  4. A bonus to exceptionally good customer service agents

16. What is the first step in dealing with a customer when he/she is irate?

Answers:

  1. Tell him/her to be quiet and listen.
  2. Tell him/her to call back when he/she has calmed down.
  3. Ask the customer what can be done to solve the problem.
  4. Let the customer give vent to his/her feelings and do not try to interrupt him/her.

17. Which of the following would a customer not expect from a customer service agent?

Answers:

  1. Discretion
  2. Rudeness
  3. Effectiveness
  4. Authenticity

18. What would perfect customer relationship management entail?

Answers:

  1. Saving the company money
  2. Immediate customer gratification and personalized interactions with each customer
  3. Reducing the call times of customer complaints
  4. Increased visibility into the financial situation of the company

19. Which of the following would be a measurable aspect of customer service?

Answers:

  1. The number of products sold
  2. An overall customer satisfaction rating of 90%
  3. How displeased customers are in general
  4. A profit margin of 30%

20. Where should firms start while working on a strategy for customer service?

Answers:

  1. Survey the customers to get their feedback and to find out their needs and expectations of the firm.
  2. Copy what the competition is doing.
  3. Ask the employees what strategies they want to be implemented.
  4. Look for the standard customer service strategy employed in the country of operation.

21. What are the two factors to consider when Creating Customer Service Strategy?

Answers:

  1. Employee reception to the plan, and customer reception to the plan
  2. The cost of implementing, and employee reception
  3. The time needed to create and implement, and the cost of implementation
  4. The competition’s as well as the customers’ reaction to the plan

22. Why do the customers’ needs change according to the nature of the situation?

Answers:

  1. People are fickle and want different things even in the same situation depending on different occasions.
  2. Needs are different depending on what the customer values as important under the circumstances.
  3. Needs changed according to the financial situation of the customer at the time.
  4. The customer can probably be talked into focusing on their wants instead of needs.

23. Why is giving a customer the required information considered good customer service?

Answers:

  1. It makes the customer feel they got something for nothing.
  2. It makes the customer feel guilty if they ever have a problem.
  3. It allows you to upsell to the customer something they do not need.
  4. It allows you to add value for the customer and help them make an informed decision.

24. Which of the following would be the best way to offer customer service online?

Answers:

  1. To make a form people can submit available online
  2. To supply answers to FAQ’s online
  3. To make live chat with company representatives available 24/7
  4. To make company phone number available online

25. What is meant by “data mining”?

Answers:

  1. Creating specialized reports
  2. Entering data into a data base
  3. Calling customers to survey them
  4. Sifting through vast amounts of data by focusing on specific attributes

26. What is meant by inflection?

Answers:

  1. The accent you talk in, depending on your country
  2. The highs and lows of your voice, which let the customer know how interested you are in talking to them
  3. The pace at which you speak, which lets the customer know if you are in a rush or not
  4. The general attitude you convey to a customer

27. What is a data warehouse?

Answers:

  1. A single database for the CRM program
  2. The physical warehouse where the company servers are stored
  3. A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location
  4. A program that is used to create financial reports

28. What is meant by taking a top down approach to creating a strategy?

Answers:

  1. Having customer service agents work in management
  2. Creating high level initiatives only
  3. Starting by building strategies upwards from the customer level
  4. Having high level managers work in customer service for a short period of time so they can experience it before laying down policies

29. What final step can be taken to put your firm’s customer service above that of all others?

Answers:

  1. Offer to refund more than the product value.
  2. Let customers know what the standard procedure for handling irate customers is up front.
  3. Give the customers time to cool off by asking them to call back later.
  4. Follow up with customers after the fact to make sure they are happy with the resolution.

30. Why would a company want to know the profitability and sales history of customers?

Answers:

  1. They would automatically drop the lowest 10% of customers.
  2. They can ask the higher sales clients to act as representatives of the company.
  3. It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.
  4. They can find out who owes the company money.

31. What should be the first thing to be done in problem solving?

Answers:

  1. Verify the information the customer has provided and any additional facts if required.
  2. Tell the customer they will get whatever they want.
  3. Tell the customer you’ll see what you can do but not to expect much.
  4. Look for errors in the customer’s story.

32. How important is it for the top management to be involved in Creating Customer Service Strategy?

Answers:

  1. Very important – The top management has to be committed to it and offer the maximum support.
  2. Not important at all – The employees at the customer level should decide the strategy.
  3. Important only in small companies, not large corporations
  4. Important only in large companies. Smaller companies do not need to worry about customer service strategy.

33. How should a customer service representative determine what avenues to pursue to make a customer happy?

Answers:

  1. Follow a standard company protocol.
  2. Ask the customer what resolution they would like to see.
  3. Determine what would be the cheapest alternative that would make the customer happy.
  4. Offer to replace their product regardless of their problem.

34. What should be done at the end of a phone call with a customer after resolving an issue they had?

Answers:

  1. Try to sell them something new.
  2. Ask them to write a nice letter to the company praising the customer service agent.
  3. Tell them only the first customer service call is free.
  4. Repeat to the customer what you resolved and any further actions you’ll be taking.

35. What does CRM software allow a company to do?

Answers:

  1. Create one to many relationships with customer groups
  2. Create many to one relationships with customers
  3. Send financial reports to the management
  4. Create a one to one relationship with each customer.

36. What should be said to a customer when putting them on hold?

Answers:

  1. Say nothing. Just put them on hold.
  2. Say “just a minute”; then put them on hold.
  3. Ask them first if it is okay to put them on hold for a moment.
  4. Tell them they need to hold for several minutes.

37. What general rule does phone etiquette require customer service representatives to follow?

Answers:

  1. Ask the other party how you can help them.
  2. Say “Hello?” then pause.
  3. Ask them for their name or customer number before greeting them.
  4. Try to redirect the caller to someone else.

38. How should a customer service strategy plan be distributed to the employees?

Answers:

  1. By sending a mass email
  2. By telling only those who directly deal with the customers
  3. By emphasizing the management’s commitment to the plan at a company-wide meeting
  4. It should be confined to the top management.

39. What is meant by a “hard no”?

Answers:

  1. Saying ‘no’ to the customer but offering alternatives
  2. Saying ‘yes’ to the customer at first but switching to ‘no’ later
  3. Saying ‘yes’ to the customer with no intention of following through
  4. Saying ‘no’ to the customer and offering no alternative solution

40. What is the purpose of FAQ’s (frequently asked questions)?

Answers:

  1. To give the website more content which looks impressive
  2. To spur the customers to ask additional questions
  3. To position the company as an industry leader
  4. To answer questions customers often have so they can easily find the answer without having to ask

41. What would be the best way to handle an email inquiry?

Answers:

  1. Ignoring the email and seeing if they email a second time
  2. An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up
  3. by a reply from a customer service representative within 24 hours
  4. Informing them the answer is in the company FAQs and they should look there
  5. Replying to the email a week later after investigating

42. What does a customer with a problem expect from a customer service representative?

Answers:

  1. Discounts and coupons
  2. The management’s commitment to the growth of the firm
  3. An aggressive tone
  4. Understanding and empathy

43. What is the disadvantage of email based customer service?

Answers:

  1. It is more cost effective than other methods.
  2. It allows the company to respond quickly.
  3. It gives the company a trail of communications with the customer.
  4. It is unemotional and doesn’t always allow the customer to convey the importance of their question or issue.

44. What is a continuous improvement plan?

Answers:

  1. A predetermined plan to continually help the employees keep themselves informed of the company’s latest initiatives in order ultimately to make themselves better at customer service
  2. A plan to educate the consumer about the products
  3. A plan to help the management understand the customers’ needs better
  4. A predetermined plan to help the employees learn more about the company’s financial situation and the company’s need to perform better

45. What is the first step in mollifying a customer who has received bad service?

Answers:

  1. Ask the customer what the problem is.
  2. Try to offer him/her something for free to pacify him/her.
  3. Ask him/her to submit a complaint first.
  4. Express regrets and promise to provide better service in future.

46. What should be done with an irate customer after they have vented out and explained their situation?

Answers:

  1. Ask them to call back later when they have calmed down.
  2. Express empathy.
  3. Put them on hold and pass them onto a manager.
  4. Issue them a refund regardless of the problem.

47. What would be the two needs of a customer when visiting a theme park?

Answers:

  1. Safety and Fun
  2. Accuracy and Certainty
  3. Efficiency and Seriousness
  4. Low cost and Tranquility

48. Which of the following would be the best thing to say to an irate customer?

Answers:

  1. Please call back later.
  2. I’ll have to ask my manager to approve what you are asking for.
  3. I can see why you feel that way.
  4. Why didn’t you buy a competitor’s product.

49. What approach should a firm take when they need to say ‘no’ to a customer?

Answers:

  1. Say ‘no’ up front, being honest.
  2. Do not say ‘no’, but later do not deliver on the alternative solutions.
  3. Pretend everything is good, but towards the end of the conversation, tell them you did not mean what you said and actually the answer is ‘no’.
  4. Do not say ‘no’, but offer alternative solutions.

50. What is the primary purpose of setting goals of customer service?

Answers:

  1. To know when no more customer service needs to be provided
  2. To compare the firm’s strategy with that of the competitors
  3. To create measurable objectives which the firm can strive to meet
  4. To allow for customer service agents to be promoted on the basis of their performance

51. Which of the following would be a potential segmenting factor for customers?

Answers:

  1. Age range
  2. Zip code
  3. The industry they work in
  4. All of the above

52. Which of the following is an example of a care token?

Answers:

  1. A computer manufacturer fixes your new laptop under warranty
  2. A retail chain accepts your return
  3. Offering an employee a raise for good performance
  4. A restaurant gives you a free glass of wine because you mention to the waiter you didn’t enjoy the wine like you had hoped

53. How important is the tone of voice when talking to someone on the phone?

Answers:

  1. Extremely important
  2. Not important at all
  3. Slightly important
  4. Depends on the situation

54. What is the advantage of email based customer service?

Answers:

  1. It makes dealing with irate customers easier.
  2. It provides an easy reference to past communication with the client.
  3. It is impersonal.
  4. Canned responses can be sent back.

55. Which of the following would be considered going the extra mile in resolving a past customer service issue?

Answers:

  1. Replacing an item under warranty
  2. Answering a call within two minutes
  3. Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem
  4. Sending him/her a complaint form to fill out

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Upwork Operating Systems

Unix Test 2016

Published by:

1. The wc filter :

Answers:

  1. counts the number of words in a disk file or in the standard input
  2. counts the number of characters in a disk file or in the standard input
  3. counts the number of lines in a disk file or in the standard input
  4. can only be used with one file at a time

2. Which command compresses a file?

Answers:

  1. compress
  2. zip
  3. pack
  4. comp
  5. size

3. Who can change the password of a user account?

Answers:

  1. Administrator
  2. The root user
  3. All the members of the Administrator group
  4. Account owner

4. Which of the following commands can be used to view the calendar of April 2007?

Answers:

  1. $ cal april 2007
  2. $ cal april 07
  3. $ calendar 4 07
  4. $ cal 4 2007

5. The file oldies-goldies has the details of the sale of books.The records are sorted on the names of the authors and

are as follows

Alexandre Dumas

Alexandre Dumas

Alexandre Dumas

Gerald Durrell

Giovanni Guareschi

Giovanni Guareschi

James Herriot

Louisa May Alcott

Louisa May Alcott

Louisa May Alcott

Based on the above information, what will be the output of the command

uniq -u oldies-goldies ?

Answers:

  1. Gerald Durrell
  2. James Herriot
  3. Gerald Durrell James Herriot
  4. Alexandre Dumas Gerald Durrell Giovanni Guareschi James Herriot Louisa May Alcott
  5. Louisa May Alcott

6. Which keystroke combination sends or signals an interrupt request to a process ?

Answers:

  1. Ctrl+c
  2. Ctrl+d
  3. Ctrl+u
  4. Ctrl+s
  5. Ctrl+q

7. Which command will you use to count the number of words in a file?

Answers:

  1. count
  2. grep
  3. wc
  4. word count

8. The main objective of a time-sharing operating System like UNIX is to :

Answers:

  1. Minimize the net execution time.
  2. Maximize the processor utilization.
  3. Minimize the user response time.
  4. Minimize the number of instructions required for a process.
  5. Minimize the end user’s involvement required for a task.

9. Which command gives information about space being used by files and directories ?

Answers:

  1. sp
  2. mem
  3. hd
  4. du
  5. rm

10. The chmod command :

Answers:

  1. changes the current execution status from the user mode to the kernel mode.
  2. makes a file hidden so that it cannot be seen using the ls command.
  3. switches the screen from character to graphical mode.
  4. changes the access permissions of a file or directory.
  5. changes the password of a user.

11. Which of the following locations store the information about the currently installed Software on a local system?

Answers:

  1. /var/adm/sw/install
  2. /var/adm/sw/software
  3. /var/adm/sw/recent
  4. /var/adm/sw/products

12. What will be the result of command ” rm -r directory/* ”?

Answers:

  1. It will remove the directory and all the files present in that directory
  2. It will remove all the files but not the directory
  3. It will show an error message
  4. None of the above

13. What is the exit code of a successful command ?

Answers:

  1. 0
  2. 1
  3. -1
  4. 100
  5. 10

14. Which variable contains the system prompt ?

Answers:

  1. PS1
  2. PATH
  3. PROMPT
  4. HOME
  5. LOGNAME

15. The mv command :

Answers:

  1. changes the name of a file
  2. changes the name of a directory
  3. moves a file from one location to another
  4. a and b
  5. a,b and c

16. Which of the following commands can be used to change group ownership of a file/directory?

Answers:

  1. chmod
  2. chgroup
  3. chgrp
  4. grpch

17. Which option used along with find prompts the user for confirmation before any operation is performed on a file ?
Answers:

  1. -name
  2. -type
  3. -ok
  4. -exec
  5. -mtime

18. The command

rmdir c-prog

will not work if :

Answers:

  1. c-prog is not empty.
  2. c-prog is the current working directory.
  3. full pathname is specified with rmdir.
  4. a and b.
  5. a and c.

19. Which command is used by a user to define a printer for their session?

Answers:

  1. Using lpdest environmental variable
  2. Using spooler command
  3. Using lpadmin command
  4. Using printf command

20. The command

ls | more

displays a list of :

Answers:

  1. all the files in the current directory.
  2. all the files in the current directory one line at a time.
  3. all the files in the current directory one screen at a time.
  4. all the files in the current directory and then waits for the next command.
  5. all the files in all the directories.

21. Which special variable will display the exit status of the last executed command in Bourne or Korn shell?

Answers:

  1. $#
  2. $-
  3. $?
  4. $$
  5. $!

22. Which variable will display the list of the positional parameters?

Answers:

  1. $#
  2. $*
  3. $?
  4. $$
  5. $!

23. Which option of the uniq command would you use to display only those lines which have a multiple occurrence ?

Answers:

  1. -u
  2. -d
  3. -c
  4. -l
  5. -r

24. Point out the incorrect statement regarding standard input , output and error :

Answers:

  1. The terminal is the standard source for input and the standard output and standard error destination for most UNIX commands.
  2. All data sources and destinations are treated as files in UNIX.
  3. The three standard files have a file descriptor 0 – standard output file 1 – standard input file 2 – standard error file
  4. The input , output and error output can be redirected to a file other than the standard file using file descriptors and the > or < symbol.
  5. The output and error can be redirected in the append mode to add the redirected output or error to an existing file using the >> symbol.

25. Which option of the sort filter performs a numeric sort ?

Answers:

  1. -r
  2. -f
  3. -n
  4. -t
  5. -o

26. You want to read through the reference manual.What command will you use ?

Answers:

  1. assist
  2. help
  3. reference
  4. aid
  5. man

27. You want to make a new directory.What command will you use ?

Answers:

  1. md
  2. makedir
  3. mkdir
  4. dirmake
  5. newdir

28. Which UNIX command provides the type of information contained in a particular file ?

Answers:

  1. more filename
  2. type filename
  3. file filename
  4. info filename
  5. list filename

29. Which of the following statements regarding file naming is incorrect?

File names :

Answers:

  1. should not have a blank, or a tab.
  2. can contain digits, a dot, the hyphen or the underscore anywhere.
  3. can contain both upper-case and lower-case alphabets.
  4. are not case sensitive.

30. Which type of users can be associated with each file in UNIX ?

Answers:

  1. The file owner.
  2. The group owner of the file.
  3. Other users who are not part of the group.
  4. a and b.
  5. a,b and c.

31. Which of the following commands can be used to communicate directly with other users by sending messages?

Answers:

  1. $ msg
  2. $ talk
  3. $ send
  4. $ call

32. Which screen manipulation command sets the screen to reverse video?

Answers:

  1. tput cup
  2. tput smso
  3. tput rmso
  4. tput blink
  5. tput rev

33. Consider the following command cat re*

Which of the following files will not be displayed by this command ?

Answers:

  1. reminder
  2. receipt
  3. Receipt
  4. recipe-cake
  5. re.c

34. Suppose you have a file named trans and you want to display fields two to four. Which of the following commands will you use ?

Answers:

  1. cut -f4-2 trans
  2. cut -f2,3,4 trans
  3. cut -f2-4 trans
  4. a or b.
  5. b or c.

35. Which of the following files is configured for login name, login directory and login shell variables?

Answers:

  1. /etc/profile
  2. /etc/home
  3. /etc/passwd
  4. /etc/conf

36. Which option used along with the find command allows one to perform operations on the files that are located by the find command ?

Answers:

  1. -name
  2. -type
  3. -ok
  4. -exec
  5. c or d.

37. Which filter will you use to translate a set of charaters to another ?

Answers:

  1. grep
  2. cut
  3. tr
  4. wc
  5. tee

38. Which command will symbolically link two files in a directory?

Answers:

  1. link f1 f2
  2. link -s f1 f2
  3. ln f1 f2
  4. ln -s f1 f2
  5. ln -l f1 f2

39. What is the default standard error file ?

Answers:

  1. err
  2. error
  3. stderr
  4. errfile
  5. errdev

40. Which of the following commands can be used to add the read and write permissions to the user and group classes of a file named abc?
Answers:

  1. chmod ugo +rw abc
  2. chomd abc ug -rw
  3. chmod ug -rw abc
  4. chmod ug+rw abc

41. Which command identifies the current working directory ?

Answers:

  1. pwd
  2. cd
  3. dir
  4. ls
  5. cur

42. Mounting a file system means :

Answers:

  1. Preparing it for backup.
  2. Copying all the files from one filesystem to another.
  3. Moving all the files from one filesystem to another.
  4. Loading a filesystem from backup medium like tape.
  5. Providing a link to the filesystem to be mounted so that it appears as a local subdirectory.

43. What is the file descriptor for the standard error file ?

Answers:

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4

44. With regard to UNIX, a process is :

Answers:

  1. the name of a command.
  2. the name of the administrator.
  3. the name of the UNIX server.
  4. a program in a state of execution.
  5. another name for a file.

45. Which of the following is incorrect about the restrictions imposed by the restricted shell ?

Answers:

  1. The user cannot move out of the current working directory.
  2. The user cannot change the path; execution of programs in directories other than those authorised by the system is prevented.
  3. The user cannot specify absolute path-names beginning at the root.
  4. The user cannot redirect input or output.
  5. The user is not allowed to see the listing of files in his working directory.

46. Which of the following characters can be used to run multiple commands on a single line?

Answers:

  1. /
  2. :
  3. ,
  4. ;

47. Which command will you use to see your current group?

Answers:

  1. who am i
  2. show group
  3. group
  4. id

48. Which command will delete a directory only if it is empty ?

Answers:

  1. rmdir
  2. rmdir -r
  3. rmdir -e
  4. rmdir -t
  5. rmdir -u

49. Using which command can you move to a different directory?

Answers:

  1. pwd
  2. cd
  3. ls
  4. mv
  5. rm

50. Pipes is/are :

Answers:

  1. special programs that prevent the system from crashing.
  2. disk management utilities.
  3. memory management utilities.
  4. a special feature by which the standard output of a command or user program can be sent as the standard input to another command or user program
  5. special channels for high speed data transfer.

51. Which command would make the scope of a shell variable global to the subshells ?

Answers:

  1. global
  2. export
  3. scope
  4. grant
  5. extend

52. Which of the following statements is incorrect ?

Answers:

  1. UNIX operating system is available on machines with a wide range of computing power, from microcomputers to mainframes.
  2. UNIX is a multi-user system designed to support a group of users simultaneously.
  3. UNIX uses a hierarchical file structure to store information.
  4. At the core of UNIX is the shell, a program controlling the computer’s resources.
  5. UNIX has facilities called pipes and filters which permit the user to create complex programs from simpler programs.

53. What is the correct command to delete all files with two character file-names from the directory /user/group2 ?

Answers:

  1. rm /user/group2/..
  2. rm /user/group2/??
  3. rm /user/group2/**
  4. rm /user/group2/–
  5. rm /user/group2/;;

54. Study the following statements and select the incorrect one :

Answers:

  1. UNIX files assume all data to be consisting of streams of bytes.
  2. UNIX commands use the system calls for their operations.
  3. UNIX adopts a priority based scheduling strategy.
  4. UNIX process priorities cannot be changed by the user.
  5. The UNIX system call signal is used to handle interrupts.

55. UNIX offers the following benefits :

Answers:

  1. Time-sharing
  2. Multi-tasking
  3. Multi-programming
  4. a and b.
  5. a,b and c.

56. In UNIX , shell is a program which :

Answers:

  1. reads a command line from the standard input and interprets it according to a fixed set of rules.
    is a framework into which functions or utilities can be added when required.
  2. is the interface between the user and the kernel.
  3. a and b.
  4. a and c.

57. You want to search for the pattern “Newa” or “Newb” or “Newc”. Which regular expression will you use with the grep command ?

Answers:

  1. “New[abc]”
  2. “New[a-c]”
  3. “New[^abc]”
  4. a or b.
  5. b or c.

58. Which of the following statements is incorrect regarding variables?

Answers:

  1. Variables have no data type.
  2. Variables can be local or global.
  3. Variables can be created at the $ prompt or within a shell script.
  4. Global variables are created by the global command.
  5. Environment variables are created by the shell.

59. What is the file descriptor for the standard output file ?

Answers:

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4

60. Which command invokes a text editor ?

Answers:

  1. write
  2. edit
  3. editor
  4. pad
  5. vi

61. Which option of the uniq command would you use to display lines with only one occurence?

Answers:

  1. -u
  2. -d
  3. -c
  4. -l
  5. -r

62. What is the default UNIX prompt?

Answers:

  1. !
  2. #
  3. @
  4. $

63. What is the number of standard file pointers in UNIX?

Answers:

  1. 3
  2. 4
  3. 5
  4. 6
  5. 7

64. In which of the following high level languages most of the UNIX is written?

Answers:

  1. C++
  2. JAVA
  3. PASCAL
  4. FORTRAN
  5. C

65. Which command is used to run a command at a specified time ?

Answers:

  1. timer
  2. at
  3. time
  4. atq
  5. dd

66. You have two variables, v1 and v2. You want to assign the value of v2 to v1.Which of the following declarations is correct ?

Answers:

  1. v1=v2
  2. v1=$v2
  3. v1=${v2}
  4. a or b.
  5. b or c.

67. What communication command allows a user to communicate with another user logged on by splitting the screen and providing two way communication ?

Answers:

  1. talk
  2. write
  3. chat
  4. talkto
  5. transmit

68. The number of arguments can be known by which variable ?

Answers:

  1. $-
  2. $?
  3. $!
  4. $#
  5. $$

69. UNIX is an example of :

Answers:

  1. Batch processing operating system.
  2. Time sharing operating system.
  3. Real time sharing system.
  4. Single user operating system.
  5. Assembly language.

70. What information does the who am i command display?

Answers:

  1. The user’s name.
  2. The user’s terminal file name.
  3. The day the user logged in.
  4. The time the user logged in.
  5. The day the user logged in the last time.

71. You want to declare a variable vs with the value hello. Which of the following declarations is correct ?

Answers:

  1. vs = ‘hello’
  2. vs=’hello’
  3. vs=hello
  4. a or b
  5. b or c

72. Which of the following is not a filter ?

Answers:

  1. sort
  2. grep
  3. uniq
  4. pg
  5. echo

73. What is the command that can print lines of 1st file matching with 2nd file ?

Answers:

  1. printline
  2. cmp
  3. com
  4. comm
  5. prncomm

74. Which file contains the commands run by all users at login?

Answers:

  1. /usr/init
  2. /usr/profile
  3. /usr/startup
  4. /etc/startup
  5. /etc/profile

75. Which command would you use if you want to display selective fields from a file ?

Answers:

  1. pg
  2. wc
  3. tr
  4. cut
  5. tee

76. Which filter is used to copy the standard input to the standard output and also to a disk file ?

Answers:

  1. grep
  2. cut
  3. tr
  4. wc
  5. tee

77. You are writing a shell script.For a given condition, you want to terminate a loop. Which command will you use ?

Answers:

  1. terminate
  2. end
  3. break
  4. stop
  5. exit

78. The find command :

Answers:

  1. searches for specific patterns of characters in file.
  2. is used for locating words in a file.
  3. Is used to locate files in a directory and in all subdirectories of that directory.
  4. can only be used by the administrator.
  5. is used for locating users in a network.

79. By which screen manipulation command can you specify the coordinates for the cursor position ?

Answers:

  1. tput cup
  2. tput smso
  3. tput rmso
  4. tput blink
  5. tput reverse

80. Highlight the incorrect statement regarding the uniq command :

Answers:

  1. uniq is a filter.
  2. It compares adjacent lines in a sorted file.
  3. It can display lines that are unique.
  4. It can display lines that are repeated.
  5. It automatically sorts the file that is specified.

81. The command

rm -r project

Answers:

  1. deletes the file project from the current directory.
  2. deletes all the files from the directory project.
  3. recursively deletes the directory project and all its subdirectories.
  4. deletes the file project found in all directories.
  5. is invalid.

82. You want to specifically search for the character [ . What character(s) would you use in the expression to achieve this ?

Answers:

  1. []
  2. ^
  3. .
  4. $

83. Which screen manipulation command sets the screen back to normal?

Answers:

  1. tput cup
  2. tput smso
  3. tput rmso
  4. tput blink
  5. tput reverse

84. Which character of the grep filter specifies that the pattern preceding it must occur at the end of each line ?

Answers:

  1. []
  2. ^
  3. $
  4. .

85. Which option of the grep filter prints out all those lines that do not match the pattern specified by the regular expression ?

Answers:

  1. -n
  2. -c
  3. -d
  4. -l
  5. -v

86. Which character would be used in the grep filter to specify a pattern which consists of any one of a set of characters?

Answers:

  1. []
  2. ^
  3. $
  4. .

87. The user passwords are kept in which file on most Unix systems?

Answers:

  1. /etc/passwd
  2. /etc/password
  3. /usr/password
  4. /bin/passwd
  5. /system/password

88. Which option of the sort filter folds lower case characters to upper case ?

Answers:

  1. -r
  2. -f
  3. -n
  4. -t
  5. -o

89. Which file contains the commands that the system executes when a user logs in?

Answers:

  1. $HOME/startup
  2. user/init
  3. $HOME/.profile
  4. etc/startup

90. The executable file name for the Bourne shell is :

Answers:

  1. bsh
  2. sh
  3. csh
  4. ksh
  5. lsh

91. By which command a user can add a password for his login name?

Answers:

  1. passwd
  2. pass
  3. chpass
  4. password
  5. setpass

92. Which of the following is the only filter?

Answers:

  1. echo
  2. wc
  3. mv
  4. rm

93. Consider the following file listing of file abc1 for a user abc

-rw——- 1 abc student 10 jan 10:39 abc1

What inference would you make regarding the file access permissions ?

Answers:

  1. The group have full permissions.
  2. Only the owner has full permissions.
  3. Only the owner has read and write but no execute permissions.
  4. The group has read and write permissions.
  5. Others have read and write permissions.

94. Which command gives all differences between two files ?

Answers:

  1. filecmp
  2. filecompare
  3. filediff
  4. diff

95. Which of the following shells is typically used for guest logins and in secure systems ?

Answers:

  1. sh
  2. csh
  3. ksh
  4. rsh
  5. lsh

96. Which option of the sort filter changes the output to reverse order ?

Answers:

  1. -r
  2. -f
  3. -n
  4. -t
  5. -o

97. Which of the following is not a valid file command ?

Answers:

  1. ls
  2. cat
  3. mv
  4. cp
  5. break

98. Which wild-card matches one character ?

Answers:

  1. *
  2. #
  3. ?
  4. @

99. A single command which lists all files in a directory, distinguishing between a directory, executable and symbolic link files is:

Answers:

  1. ls -l
  2. ls -F
  3. ls -o
  4. ls -r
  5. ls -h

100. What would be displayed on the screen if the pwd command is entered when the user is in /usr directory?

Answers:

  1. /
  2. home
  3. /home/username
  4. usr/
  5. usr>
  6. usr/username

101. Which of the following statements is incorrect regarding positional parameters ?

Answers:

  1. They are used to create generalised scripts.
  2. There can be a maximum number of 9 variables.
  3. The shift command is used when the number of parameters exceeds 9 to shift the values of variables.
  4. Depending upon the number of arguments specified in the command line, the shell will assign values to some or all of the positional parameters.
  5. The command name is put into the variable $1.

102. How can a root user find the password of a user who has forgotten his password?

Answers:

  1. By looking in the etc/passwd
  2. By using passwd command
  3. It is not possible
  4. None of the above

103. Which of the following statements is incorrect regarding the UNIX environment?

Answers:

  1. It has the provision of security through the login and passwd programs.
  2. In it the file names are not case insensitive.
  3. It has the provision of various commands and utilities for file and directory manipulation.
  4. It does not allow relative path names.
  5. It allows the use of wild-card characters for file-name expansion.

104. Which command is used for splitting a file horizontally?

Answers:

  1. cut
  2. head
  3. tail
  4. b and c
  5. a, b and c

105. Which of the following is a responsibility of the system administrator?

Answers:

  1. Setting permissions for files and directories
  2. Creation of users and group-ids
  3. Providing security through the use of passwords
  4. a and c
  5. a,b and c

106. The shell variable that defines internal field separator is.

Answers:

  1. PS1
  2. PATH
  3. HOME
  4. LOGNAME
  5. IFS

107. Which of the following statements is not true regarding the grep filter?

Answers:

  1. It is used to seach a file for a particular pattern of characters and displays all lines that contain that pattern.
  2. The pattern that is searched for in the file is referred to as the regular expression.
  3. grep can be used without specifying a regular expression.
  4. The filenames are optional.In this case grep expects standard input.
  5. The -c option prints only a count of the lines that match the pattern.

108. What control character signals the end of the file ?

Answers:

  1. Ctrl+a
  2. Ctrl+b
  3. Ctrl+c
  4. Ctrl+d
  5. Ctrl+e

109. Which command will you use to see the available routes and their status?

Answers:

  1. show route
  2. route status
  3. netstat -rn
  4. None of the above

110. Which error will you see when an NFS client can no longer access mounted file system?

Answers:

  1. File Not Found
  2. Stale File Handle
  3. Invalid Command
  4. File Inaccessible

111. What is the user id of a root user?

Answers:

  1. 0
  2. 1
  3. 2
  4. 3

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Upwork Operating Systems

Unix Shell Script Test 2016

Published by:

1. Which of the following is/are allowed in an arithmetic statement involving expr command?

Answers:

  1. <>
  2. {}
  3. ( )
  4. &&
  5. %

2. A shell variable cannot start with:

Answers:

  1. An alphabet
  2. An underscore
  3. A number and an underscore
  4. An alphabet and an underscore
  5. A number and a special symbol other than the underscore

3. What is the error in the following shell script code?

1. until=1
2. while [ $until -eq 5 ]
3. do
4. echo until cannot be used as a variable name
5. until=`expr $until + 1`
6. done

Answers:

  1. Line 1 should be until=$1
  2. Until cannot be used as a variable name
  3. There is no error
  4. Line 4 should be echo “until cannot be used as a variable name”
  5. Line 4 should be enclosed within { }

4. What is the output of the following program?

b=
[ -n $b ]
echo $?
[ -z $b ]
echo $?

Answers:

  1. 1 1
  2. 2 2
  3. 0 0
  4. 0 1
  5. An error will occur

5. What is the output of the following program?

a=300
[ -n $a ]
echo $?
[ -z $a ]
echo $?

Answers:

  1. 1 2
  2. 0 2
  3. 2 3
  4. 0 0
  5. 0 1

6. What is the error in the following program?

1. x=10
2. if [ x -ge 2 ]
3. then
4. echo $x
5. fi

Answers:

  1. There is no error
  2. Line 4 should be echo x
  3. Test should be used on line 2 instead of []
  4. Line 1 should be x={10}
  5. Line 2 should be if [ $x -ge 2 ]

7. Which of the following is true about “until” loop?

Answers:

  1. The condition is tested at the end.
  2. It is executed as long as the given condition or list of items evaluate to true.
  3. It cannot test for conditions.
  4. We cannot use exit statement under until loop.

8. If x=11 and y=6, then what is the exit status of the following expression?

[ ! $x -gt 9 -a ! $y -ne 23 ]

Answers:

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4

9. What is the output of the following program?

x=3
y='[$x -eq 10 ]’
z='[$x -lt 10 ]’
echo x=$x y=$y z=$z

Answers:

  1. x=3 y=1 z=1
  2. x=3 y=0 z=0
  3. x=3 y=3 z=5
  4. x=3 y=2 z=1
  5. None of the above

10. Which of the following statements is false?

Answers:

  1. Output of echo statement can be redirected to a file.
  2. Shell variables are case sensitive.
  3. Programs written for Bourne shell are compatible with Korn shell.
  4. expr can handle only integers.
  5. Comments can be split over multiple lines if each line is preceded by #.

11. What is the output of the following shell script code?

suite=3
case $suite in
1) echo Diamond ;;
2) echo Spade ;;
3) echo Heart ;;
4) echo Club ;;
esac

Answers:

  1. Diamond
  2. Spade
  3. Heart
  4. Club
  5. An error will occur

12. What would be the condition to check whether file with name “xyz” is a regular file?

Answers:

  1. if [ -f xyz ]
  2. if [ -d xyz ]
  3. if [ -v xyz ]
  4. if [ -r xyz ]
  5. if [ -e xyz ]

13. Which of the following statements is incorrect regarding if-then-fi?

Answers:

  1. It is a decision making construct.
  2. The group of commands between the then and else forms the if block.
  3. The else block is optional.
  4. The indentation is done in the if-then-fi to improve readability.
  5. The indentation is mandatory otherwise an error will occur on execution.

14. If x=11 and y=6, then what is the exit status of the following expression?

[ $x -eq 11 -a $y -ne 89 ]

Answers:

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4

15. Which of the following expressions is correct?

Answers:

  1. a=expr $b + $c
  2. a=`expr $b * $c`
  3. a=`expr $b * ( $c + $d )`
  4. a=expr $c * $d
  5. a=`expr $b * ( $c + $d )`

16. What will be the output of the following program assuming that the command line arguments are dog parrot cuckoo?

for argument in “$*”
do
echo $argument
done

Answers:

  1. An error will occur
  2. No output will be displayed
  3. dog
  4. dog parrot cuckoo
  5. dog parrot cuckoo

17. Which of the following is true about the “continue” statement?

Answers:

  1. It cannot be used inside a loop.
  2. It continues the control to the beginning of the loop, bypassing the statements below it, inside the loop.
  3. It can only be used in a while loop.
  4. It has to be associated with an if statement.
  5. It is used with the case construct.

18. Which of the following lines have an error?

1. echo enter your name
2. read filename
3. read name < $filename
4. echo $name

Answers:

  1. 1
  2. 2
  3. 3
  4. 4
  5. There is no error.

19. What is the error in the following program?

1. while who | grep aa12 | wc -l
2. do
3. echo false
4. done

Answers:

  1. There is no error
  2. Condition on line 1 is invalid
  3. Line 3 should be echo “false”
  4. Line 3 should be enclosed with {}
  5. Line 3 should be echo {false}

20. Which of the following assignments is illegal?

Answers:

  1. a=’cat file’
  2. b=100
  3. c=50
  4. d = 25
  5. e=’ls’

21. What is the output of the following program?

i=1
for [ i -le 10 ]
do
echo $i
i=’expr $i + 1′
done

Answers:

  1. An error will occur
  2. 1
  3. 2
  4. 5
  5. 10

22. The break statement is used to exit from:

Answers:

  1. the script.
  2. a “for” loop.
  3. an “if” statement.
  4. the shell.
  5. the “case” construct.

23. What is the error in the following program?

1. j=10 k=12
2. if [ $k>=$j ]
3. then
4. k=$j
5. j=$k
6. fi
7. echo $j $k

Answers:

  1. One cannot declare two variables on line 1
  2. Statements on lines 4 and 5 must appear with curly braces {}
  3. On line 2, test should be used instead of []
  4. There is no error
  5. On line 2 -ge should be used instead of >=

24. Precedence hierarchy decides which operator:

Answers:

  1. is used last.
  2. is used first.
  3. is unary type i.e. the operators that operate on single operand.
  4. is binary type i.e. the operators that operate on two operands.

25. What is the output of the following program?

i=1 j=1 k=1
while [ $i -lt 10 ]
do
while [ $j -lt 10 ]
do
while [ $k -lt 10 ]
do
echo $i $j $k
k=’expr $k + 1′
break 3
done
j=’expr $j + 1′
done
i=’expr $i + 1′
done

Answers:

  1. An error will occur
  2. 3 4 5
  3. 2 2 2
  4. 2 3 4
  5. 1 1 1

26. The exit statement is used in a loop to:

Answers:

  1. exit from the “for” or “while” loop.
  2. exit from the “case” construct.
  3. terminate the execution of a script.
  4. exit from an “if” statement.

27. The expression expr -7 % 2 evaluates to:

Answers:

  1. 0
  2. 1
  3. -1
  4. 2
  5. -2

28. What is the error in the following shell script code?

#!/bin/sh
1. a=12.25 b=12.52
2. if [a=b]
3. then
4. echo “na and b are equal”
5. fi

Answers:

  1. There is no error
  2. Variable declaration on line 1 is incorrect
  3. The statement to be printed with echo on line 4 should be within curly brackets
  4. fi should be replaced by endif on line 5
  5. On line 2, [a=b] should be replaced with [ $a -eq $b ]

29. What is the output of the following program?

for i in ‘a b c d e’
do
echo $i
done

Answers:

  1. An error will occur
  2. 5
  3. e d c b a
  4. a b c d e
  5. a b c d e

30. What is the output of the following program?

i=4 z=12
[ $i = 5 -a $z -gt 5 ]
echo $?

Answers:

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4

31. What is the output of the following program?

terminal=vt100
case $terminal in
vt100) echo Dec terminal;;
vt200) echo Old terminal;;
ansi) echo Commonly used terminal;;
v*) echo vt series terminal;;
*) echo Any terminal;;
esac

Answers:

  1. Dec terminal
  2. Old terminal
  3. commonly used terminal
  4. vt series terminal
  5. Any terminal

32. Which of the following is not a shell keyword?

Answers:

  1. shift
  2. readonly
  3. ls
  4. unset
  5. echo

33. What is the error in the following loop statement?

while [ $1 -gt 10 -a ($2 -o -w $3 ) ]

Answers:

  1. There is no error
  2. ( ) brackets are to be used instead of []
  3. {} brackets are to be used instead of []
  4. One cannot use -gt and -o in the same expression
  5. One cannot use -o and -w in the same expression

34. The statement z=`expr 5 / 2` would store which of the following values in z?

Answers:

  1. 0
  2. 1
  3. 2
  4. 2.5
  5. 3

35. The expression expr -2 % 7 evaluates to:

Answers:

  1. 1
  2. 2
  3. -2
  4. 0
  5. 0.285

36. Which of the following variable names is invalid?

Answers:

  1. _newvar
  2. variable
  3. #regpay
  4. expr

37. Which of the following assignments is illegal?

Answers:

  1. a=`ls`
  2. b=`ls -l`
  3. c=`1972`
  4. d=`who`
  5. e=`who | grep aa1`

38. On executing the statement:

set -3 + 1

Answers:

  1. $1 would be -3
  2. $1 would be 1
  3. $1 would be –
  4. $1 would be set
  5. An error would occur

39. Which of the following statements is true?

Answers:

  1. While executing a shell script, the shell acts as a compiler.
  2. Variables declared in a shell script can be displayed at the dollar prompt using the set command.
  3. There is no restriction on the length of a shell variable name.
  4. Any shell script by default gets executed in the current shell.
  5. A shell variable cannot hold negative values.

40. A shell script is executed by:

Answers:

  1. a code generator.
  2. an assembler.
  3. an interpreter./li>
  4. a compiler.

41. Which of the following is/are correct declaration(s) of a null variable “a” in shell script?

Answers:

  1. a=
  2. a= ”
  3. a= “”
  4. All of the above.

42. What is the error in the following program?

1. j=1
2. while [ $j -le 10 ]
3. do
4. echo $j
5. j = j + 1
6. done

Answers:

  1. There is no error
  2. Line 1 should be j=$1
  3. Statements on lines 3 and 4 should be between curly brackets
  4. Line 4 should be echo {$j}
  5. Line 5 should be j=`expr $j + 1`

43. What will be the output of the following program assuming that the command line arguments are dog parrot cuckoo?

for argument in $*
do
echo $argument
done

Answers:

  1. An error will occur
  2. dog
  3. cuckoo
  4. cuckoo parrot dog
  5. dog parrot cuckoo

44. What is the output of the following program?

for i in a b c d e
do
echo $i
done

Answers:

  1. 5
  2. 1 2 3 4 5
  3. a b c d e
  4. e d c b a
  5. An error will occur
  6. a b c d e

45. What will be the output of the following program assuming that the command line arguments are Unix shell scripting?

for argument in *
do
echo $argument
done

Answers:

  1. An error will occur
  2. Unix shell scripting
  3. Unix shell scripting
  4. shell
  5. The names of all files in the current directory would be displayed

46. What is the error in the following program?

1. j=10 k=12
2. if test [ $k -ge $j ]
3. then
4. k=$j
5. j=$k
6. fi
7. echo $j $k

Answers:

  1. There is no error.
  2. Variable declaration on line 1 is incorrect.
  3. The variables to be outputted on line 7 should be enclosed within quotes.
  4. Output will be 10 12 with a warning message in line 2
  5. fi should be replaced by endif on line 6

47. Which of the following loops is invalid?

Answers:

  1. while [ $? -eq 0 ]
  2. while [ $count -le 0.1]
  3. while [ $1 -gt 10]
  4. while [ 0 ]
  5. while $

48. Suppose you are writing a shell script that accepts five positional parameters from the terminal. What will be the effect of using statement “shift 1” in your shell script and then executing the shell script?

Answers:

  1. The positional parameters would be shifted by one position towards left i.e. parameter 1 will have value of parameter 2, parameter 2 will have value of parameter 3 and so on.
  2. Only the first positional parameter would be shifted to left position.
  3. All of the positional parameters would be shifted by one position towards right i.e. parameter 2 will have value of parameter 3, parameter 3 will have value of parameter 4 and so on.
  4. It would result in an error.

49. What is the output of the following program?

1. x=3 y=5 z=10
2. if [ ($x -eq 3) -a ( $y -eq 5 -o $z -eq 10 ) ]
3. then
4. echo $x
5. else
6. echo $y
7. fi

Answers:

  1. 1 and a warning about line 2 will occur
  2. 3 and a warning about line 2 will occur
  3. 5 and a warning about line 2 will occur
  4. 10 and a warning about line 2 will occur
  5. An error will occur

50. What is the output of the following program when directory name “home” is given as input?

echo Enter a directory Name
read dirname
case $dirname in
*) echo any directory name ;;
c*) echo cobol directory name ;;
f*) echo fortran directory name ;;
p*) echo pascal directory name ;;
esac

Answers:

  1. any directory name
  2. cobol directory name
  3. fortran directory name
  4. pascal directory name
  5. An error will occur

51. What is the output of the following program?

k=35
echo `[ $k -eq 35 ]“[ $k -eq 50 ]`

Answers:

  1. 1 1
  2. 0 0
  3. 0 1
  4. An error will occur
  5. A blank line will result

52. Which of the following expressions is valid?

Answers:

  1. t = 256 (space on both sides of ‘=’ operator)
  2. 3.14 * $r * $r = area
  3. k=`expr a*b`
  4. tput cup $row $col

53. Suppose there are three files test0.sh, test1.sh, and test2.sh in your current directory. Which of the following options would occur during the execution of read statement?

exec < test0.sh
exec < test2.sh
exec < test3.sh
read line
echo $line

Answers:

  1. It would not read any file
  2. It would read all the files in reverse order
  3. It would read only the test0.sh
  4. It would read only test3.sh

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