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Upwork Office Skills

Virtual Assistant Skills Test 2016

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1. Which of the following is NOT a social media platform where users can post their own tips and reviews?

Answers:

  1. Yelp
  2. Angie’s List
  3. Second Life
  4. Foursquare

2. ____________________ has had many plugins created for popular website platforms like WordPress and Joomla, apps for smart phones and tablets, and tools for use with software programs like Excel.

Answers:

  1. AW Stats
  2. Site Meter
  3. Google Analytics
  4. StatCounter

3. What is “social media optimization”?

Answers:

  1. Creating content which easily creates publicity via social networks
  2. Writing clear content
  3. Creating short content which is easily indexed
  4. Hiring people to create content for social networks

4. A(n)________________ policy covers monetary damage that a client may suffer if they receive faulty services and protects the service provider in the event that they are sued.

Answers:

  1. professional liability
  2. home insurance
  3. honesty
  4. ethics

5. Which black hat SEO technique is characterized by a method to deceive search engines, by detecting the search engine bot and “feeding” it with a different HTML code than the HTML actually served to users?

Answers:

  1. Coating
  2. Foisting
  3. Slighting
  4. Cloaking

6. Creating a work schedule will help you to _________________________.

Answers:

  1. determine your workable hours
  2. keep from being overwhelmed
  3. accomplish your daily goals
  4. all of the above

7. What is meant by “micro-blogging”?

Answers:

  1. Blogging daily
  2. Blogs which are posted by companies, not individuals
  3. Blogs with limited individual posts, limited by character count typically
  4. Blogging from mobile devices

8. ____________________ is the use of shared resources, information and software over the Internet rather than locally on a computer or other device.

Answers:

  1. Cloud computing
  2. A personal hotspot
  3. WiFi
  4. An iPad

9. Work invoices should ______________________.

Answers:

  1. be sent out in a timely manner
  2. clearly state any terms
  3. be followed up promptly if unpaid
  4. all of the above

10. Virtual Assistants must protect all confidential information that they obtain while working with clients due to ___________________.

Answers:

  1. Business ethics
  2. Ethics
  3. Unfair practices
  4. Privacy issues

11. Search engines do not index some common words (such as “or”, “and”, “when”, and “in”) within the webpage. What are these common words called?

Answers:

  1. Barrier words
  2. Non-indexable words
  3. Slow words
  4. Stop words

12. _________________ provides basic information including a list of the services you intend to provide and their prices.

Answers:

  1. Business plan
  2. Marketing plan
  3. Operations plan
  4. Competitive analysis

13. What is a “vlog”?

Answers:

  1. Video Log
  2. Video Blog
  3. Log of blog activity
  4. New technology to aid in blogging

14. _________________ programs are advanced text editing applications that support additional formatting features to allow for more sophisticated documents.

Answers:

  1. Word processing
  2. Spreadsheet
  3. Email
  4. Graphics

15. _______________ is a good place for virtual assistants to advertise their services.

Answers:

  1. television
  2. radio
  3. newspaper
  4. websites

16. A _______________ is a business set up by law to act as a single person.

Answers:

  1. sole proprietorship
  2. partnership
  3. limited liability company
  4. corporation

17. The business image for an organization that caters to entertainers should be _________________________.

Answers:

  1. fun and energetic
  2. business-like and professional
  3. contemporary
  4. youthful and silly

18. Social media platforms can be used for __________________________.

Answers:

  1. customer service
  2. building authority
  3. posting reviews and opinions
  4. all of the above

19. Writing down a list of daily tasks in the order they need to be accomplished is a(n)_______________________.

Answers:

  1. ABC prioritization
  2. performing unpleasant tasks first
  3. Eisenhower box
  4. ordered list

20. ________________ are the values that people use to decide whether a particular action or behavior is considered appropriate and acceptable.

Answers:

  1. Business ethics
  2. Ethics
  3. Unfair practices
  4. Privacy issues

21. Which of the following is a characteristic of social media communications?

Answers:

  1. it is immediate
  2. can be deleted
  3. can be edited
  4. all of the above

22. Cloaking is a controversial SEO technique. What does it involve?

Answers:

  1. Increasing the keyword density on the web pages
  2. Offering a different set of web pages to the search engines
  3. Hiding the keywords within the webpage
  4. Creating multiple pages and hiding them from the website visitors

23. When making lists, it is best to ___________________.

Answers:

  1. keep one list
  2. make a daily list and long-term list
  3. make a list for each project
  4. manage multiple lists

24. _________________ is a virtual assistant’s primary tool for reaching and communicating with their clients.

Answers:

  1. Email
  2. Company website
  3. oDesk
  4. vWorker

25. The _____________ of a website is very important.

Answers:

  1. tone
  2. message
  3. colors
  4. all of the above

26. Measuring the strengths, opportunities, weaknesses and threats of an organization is known as ____________________.

Answers:

  1. competitive analysis
  2. SWEAT test
  3. SWOT analysis
  4. industrial analysis

27. __________________ is used to send and receive funds from around the world.

Answers:

  1. Skype
  2. Google Docs
  3. PayPal
  4. Windows Live

28. _________________ is an online classified ad website where individuals and businesses can post ads for free, or for a low fee in some categories and areas.

Answers:

  1. Craigslist
  2. Elance
  3. oDesk
  4. Guru

29. A _______________ is a set of one or more keys that when pressed trigger a specific software or operating system action.

Answers:

  1. keyboard shortcut
  2. common action
  3. quick click
  4. Windows button

30. ___________________ is developing web content in such a way that you will increase your search engine ranking, making it easier for visitors to find you.

Answers:

  1. Search engine marketing
  2. Site creation
  3. Search engine optimization
  4. HTML

31. Which of the following activities could be looked down upon by Google as per their quality guidelines?

Answers:

  1. Using automated website submission software
  2. Loading pages with irrelevant links
  3. Intentionally adding keywords to the TITLE tags and ALT attributes
  4. Registering misspellings of well-known websites

32. Which of the following business structures is most common for home based businesses?

Answers:

  1. sole proprietorship
  2. partnership
  3. limited liability company
  4. corporation

33. Which of the following is a great way for virtual assistants to meet and network with their peers?

Answers:

  1. Virtual assistant organizations
  2. Virtual assistant conferences
  3. Virtual assistant trade groups
  4. all of the above

34. Which of the following is useful for managing both Facebook posts and Twitter feeds?

Answers:

  1. HootSuite
  2. TweetDeck
  3. TweetGrid
  4. all of the above

35. An organization should use _________________ for their bookkeeping system.

Answers:

  1. general ledger
  2. computer software
  3. QuickBooks
  4. any of the above

36. A(n)___________________ is a legal contract that defines the confidential information and knowledge that the parties wish to share with one another, but also want to be restricted from any other third parties outside the contract.

Answers:

  1. independent contractor agreement
  2. subcontractor agreement
  3. privacy policy
  4. non-disclosure agreement

37. All of the following are social bookmarking sites except ____________________.

Answers:

  1. FriendFeed
  2. Digg
  3. LinkedIn
  4. Reddit

38. VoIP services cannot be used for ______________________.

Answers:

  1. emergency calls
  2. sending faxes
  3. phone calls
  4. video chats

39. A package of information about a business that is given to new clients is called a _______________________.

Answers:

  1. resume
  2. marketing letter
  3. welcome kit
  4. intro package

40. Which of the following is a designation given by the state of residence rather than a federal tax entity?

Answers:

  1. sole proprietorship
  2. partnership
  3. limited liability company
  4. corporation

41. Why is it important to have a company blog hosted on the company web domain versus a third party blogging site?

Answers:

  1. Required by law
  2. Search engine rankings will include hits on the blog as part of the overall website hits
  3. Requires less effort to maintain
  4. Cannot be hacked easily

42. Basic skills that are required to be successful as a Virtual Assistant include __________________.

Answers:

  1. proficiency at typing
  2. computer software skills
  3. good communication skills
  4. all of the above

43. Which of the following can help to earn more from current customers?

Answers:

  1. hiring an assistant
  2. providing additional services
  3. creating more billable hours
  4. none of the above

44. When working for a client it is best to have a(n)__________________.

Answers:

  1. handshake
  2. written contract
  3. contract template
  4. oral agreement

45. Delays in social media communications are due to __________________.

Answers:

  1. time to print
  2. the individual
  3. mail time
  4. Internet access

46. Google displays up to _____ characters of a webpage’s Title Tag.

Answers:

  1. 56
  2. 60
  3. 66
  4. 80

47. Which of the following is NOT an instant messaging application?

Answers:

  1. Skype
  2. Gmail
  3. AIM
  4. Windows Live Messenger

48. What traditional marketing technique is YouTube closest to?

Answers:

  1. Print advertising
  2. Television advertising
  3. Radio advertising
  4. Mail advertising

49. Which of the following allows users to connect to and monitor up to five social profiles with a free acount?

Answers:

  1. TweetGrid
  2. TweetDeck
  3. HootSuite
  4. TweetAdder

50. Press ___________ to paste contents of clipboard.

Answers:

  1. Ctrl + H
  2. Ctrl + Y
  3. Ctrl + V
  4. Ctrl + I

51. _________________ programs are used to create newsletters and other image based documents.

Answers:

  1. Word processing
  2. Spreadsheet
  3. Email
  4. Graphics

52. ________________ is a free online document creation and storage service that allows you to create and share your work with others online.

Answers:

  1. Skype
  2. Google Docs
  3. PayPal
  4. Windows Live

53. _________ are the collective values of a company that are used to evaluate whether the behavior of members of the organization are considered appropriate and acceptable.

Answers:

  1. Business ethics
  2. Ethics
  3. Unfair practices
  4. Privacy issues

54. Which of these is a benefit of having an organized work flow?

Answers:

  1. more efficient
  2. more productive
  3. more billable hours
  4. all of the above

55. Press ___________ to search and replace in a word document.

Answers:

  1. Ctrl + H
  2. Ctrl + Y
  3. Ctrl + V
  4. Ctrl + I

56. A(n)___________________ serves as the main point of contact for the company by answering phone calls, taking messages, scheduling appointments and making travel arrangements.

Answers:

  1. virtual receptionist
  2. event planner
  3. research assistant
  4. virtual professional

57. Which of the following statements about Google’s technical and quality guidelines is true?

Answers:

  1. It is advantageous if your web server supports the If-Modified-Since HTTP header
  2. If using dynamic pages, it helps to keep the parameters short and the number of them few
  3. Avoid using robots.txt to prevent crawling of search results pages or other auto-generated pages, even if they don’t add much value for users coming from search engines
  4. Submitting new pages of your website at http://www.google.com/addurl.html as soon as they are online, helps to speed up indexing

58. Which of the following allows a user to access their computer or a clients computer via the Internet?

Answers:

  1. remote desktop sharing
  2. instant messaging
  3. video chat
  4. online document storage

59. What does updates to Facebook status resemble most closely?

Answers:

  1. Video blogs
  2. Posts on Twitter
  3. A company white paper
  4. Articles on LinkedIn

60. What is Keyword Density?

Answers:

  1. The number of times the keyword is used / (DIVIDED BY) the total word count on page – (MINUS)the total words in HTML on the page
  2. The number of times the keyword is used X (MULTIPLIED BY) the total word count on page
  3. The number of times the keyword is used in the page description
  4. The number of times the keyword is used in the page title
  5. The number of times the keyword is used / (DIVIDED BY) the total word count on the page

61. It makes sense to charge lower fees for ________________.

Answers:

  1. rush jobs
  2. simple jobs
  3. larger jobs
  4. complex jobs

62. A(n)_________________ is a short summary used to describe a product, service or business that can be delivered within the short span of time.

Answers:

  1. elevator pitch
  2. product description
  3. subtitle
  4. marketing pitch

63. _________________ provides instant messaging services.

Answers:

  1. Skype
  2. Windows Live
  3. both a and b
  4. none of the above

64. ___________________ computing is the use of shared resources, information and software over the Internet rather than locally on a computer or other device.

Answers:

  1. Sun
  2. Moon
  3. Rain
  4. Cloud

65. Prices for your services should be ___________________.

Answers:

  1. high enough to cover expenses
  2. low enough for people to hire you
  3. dependent on your experience
  4. all of the above

66. VAs typically calculate approximately _________ of their non-billable time to cover business duties like paperwork and marketing.

Answers:

  1. 5%
  2. 15%
  3. 35%
  4. 50%

67. What is meant by the concept of “viral” in social media?

Answers:

  1. Social media which is spread to viewers by the consumer, growing in popularity
  2. It is a method of branding a company
  3. Advertising which can easily be emailed
  4. Marketing advertisements which are not serious

68. ____________________ can free up quite a bit of time that you can turn into billable hours for clients.

Answers:

  1. Providing additional services
  2. Hiring an assistant
  3. Delegating tasks
  4. all of the above

69. ________________________ is a mobile or remote work-environment equipped with telecommunication links and basic office furniture, but without a fixed office space.

Answers:

  1. Virtual assistant
  2. Remote office
  3. Virtual office
  4. Remote location

70. Fraud, breach of fiduciary duty, misrepresentation and unethical acts such as using a client’s confidential information to compete against them are known as ___________.

Answers:

  1. business ethics
  2. ethics
  3. unfair practices
  4. privacy issues

71. Which of the following uses videos as the presentation medium?

Answers:

  1. Blogs
  2. Weblogs
  3. Microblogs
  4. Vlogs

72. What is Anchor Text?

Answers:

  1. It is the main body of text on a particular web page
  2. It is the text within the left or top panel of a web page
  3. It is the visible text that is hyper linked to another page
  4. It is the most prominent text on the page that the search engines use to assign a title to the page

73. An effective communicator should never ___________________.

Answers:

  1. under promise and over deliver
  2. blame others for errors
  3. smile when speaking on the phone
  4. use every day language

74. 10 people do a web search. In response, they see links to a variety of web pages. Three of the 10 people choose one particular link. That link then has a __________ click through rate.

Answers:

  1. less than 30%
  2. 30 percent
  3. more than 30%

75. A good way to combat procrastination is to prioritize a daily task list on the basis of ________________________.

Answers:

  1. ABC prioritization
  2. performing unpleasant tasks first
  3. Eisenhower box
  4. ordered list

76. Virtual assistants should always ______________________.

Answers:

  1. keep their commitments
  2. use due diligence
  3. immediately correct any mistakes
  4. all of the above

77. __________________ programs are computer applications that create pages with multiple cells in a grid of rows and columns to resemble worksheets.

Answers:

  1. Word processing
  2. Spreadsheet
  3. Email
  4. Graphics

78. Which of the following gives you common law protection against others in your state using the same name?

Answers:

  1. registering the domain name
  2. registering the business name
  3. trademarking the business name
  4. all of the above

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Upwork Office Skills

Telephone Etiquette Certification 2016

Published by:

1. 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?

Answers:

  1. Simply say “sorry I have said whatever I could” and hang up.
  2. Raise your voice and try to reason with the customer.
  3. Ask your co-worker to handle the call.
  4. Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.
  5. Patiently listen until the customer has made his or her extensive complaint, and then begin to reason with him or her.

2. Why is it not advisable to take your cell phone into an important business meeting?

Answers:

  1. It is rude if it rings and you are with a client or it rings during an important company meeting, especially if you answer it.
  2. Someone else may need to use your phone in the office, and if you take it in, he or she won’t have it.
  3. The opposite is true — never be more than 5 paces from your phone, and always keep it on.
  4. None of the above

3. A company employee calls the help desk of an internet service provider to report that the speed of the internet is below the promised speed. Which of the following would be an appropriate action to take?

Answers:

  1. Ask the customer for his or her social security number.
  2. Disagree with the customer.
  3. Promise that the internet speed will be double the originally promised speed.
  4. Hang up the call, or transfer the call without saying to where.
  5. None of the above

4. Which information is not necessary for you to leave on your personal voicemail message?

Answers:

  1. Your name
  2. The reason why you are away from the phone
  3. Your Social Security Number
  4. Your number
  5. All of the above

5. How can you convey to your listener that you need to discuss sensitive issues over the phone, such as the exchange of personal and protected information?

Answers:

  1. Tell them you will fax the details.
  2. Tell them you will email the details, although it might be by unsecured e-mail.
  3. Confirm with them whether it is okay to discuss such issues before discussing them.
  4. Avoid these discussions at all costs on the telephone.

6. Why is it not a good idea to always leave a lengthy voicemail message?

Answers:

  1. The message can be truncated, and therefore not communicated properly.
  2. The message may experience a long delay in reaching its destination.
  3. Part of the message may become scrambled and be harder to hear
  4. There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.
  5. All of the above

7. Which of the following is the most dangerous use of a cell phone and should be avoided at all costs?

Answers:

  1. Taking your cell phone on a bungee jump.
  2. Taking your cell phone up a mountain.
  3. Taking your cell phone underwater, even if it is switched off.
  4. Dialing and driving, or speaking on your phone without use of a hand-free device while behind the wheel or operating machinery.

8. In the event that you reach a secretary when making a business call (instead of the voice mail of the person you are calling) how should you address the receiver?

Answers:

  1. Ask for the person you are calling, but refuse to give your name.
  2. Ask for your party’s extension without offering any other information, and seem reluctant if asked.
  3. Ask for the person you are calling and state your name.
  4. Ask for the person you are calling and state your name and the purpose of your call.

9. You have to call up senior executives of your company in different countries to inform them of the proposed date of an international sales conference. What is the best time to call them up?

Answers:

  1. During your office hours.
  2. During the call recipient’s office hours.
  3. Between 9:00 A.M. and 5:00 P.M.
  4. After your office hours.

10. You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.

Answers:

  1. True
  2. False

11. Which of the following sentences are appropriate when you are asking for somebody on the phone?

Answers:

  1. Yo, Mr. Jones
  2. Hello, could you please connect me to Mr. Jones?
  3. Get me Mr. Jones, please
  4. Good morning, I was wondering if I could speak to Mr. Jones?
  5. b and d

12. Which of the following is accurate in terms of how you should use your cell phone in public?

Answers:

  1. Talk as loudly as you like — some calls are important and more important than your surroundings.
  2. Use your cell phone sparingly in public, and at a low volume. People should have the option of not listening to your call.
  3. If you get upset at the call, don’t feel the need to restrain from screaming into the phone or throwing it against a wall.
  4. Whisper, even if the receiver cannot hear you properly, as you should never talk at a reasonable volume, even in public.

13. You should smile when you’re on the phone, as it can have which of the following effects?

Answers:

  1. It is an urban myth and has no real effect — the person cannot see you.
  2. It transfers into your tone of voice and can make the call more appealing.
  3. The caller can detect your grin, but not always positively.
  4. The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.
  5. None of the above

14. Which things should you keep in mind while making a call?

Answers:

  1. Not to have a blunt or unfriendly tone.
  2. Being attentive to the customer’s needs.
  3. Whether you are using your own full name or first name, whichever seems more polite in the circumstances.
  4. Whether you are using the customer’s full name (unless you have been permitted by him to use his first name).
  5. All of the above

15. Which of the following is the most polite and most sensible way of handling your cell phone, when at a public performance?

Answers:

  1. Turn the phone off as a rule, followed by ‘silent mode’ if really necessary.
  2. Place on ‘silent,’ even if you don’t expect any calls, as you may have to answer one.
  3. Keep the phone on, but the volume turned down.
  4. Leave your phone at home.

16. From the list below, which are the most important techniques for a positive telephone exchange?

Answers:

  1. Speaking clearly and politely throughout the exchange and dealing succinctly with the business concern.
  2. A friendly start to the call, getting the information across as rapidly as possible, followed by making sure the information is accurate as a secondary concern.
  3. Trying to get through the call and onto the next user.
  4. Exchanging business secrets that may or may not help each other’s company (but are good stories), followed by dealing with the currentbusiness decision, and ending the call firmly.

17. Which of the following is important when handling a business client with whom you might have a long-term relationship?

Answers:

  1. Make sure all the clients needs are satisfied, i.e. ensuring that you follow up on their concerns and actually getting back to them.
  2. Seeing that their first concern is met, and then letting the call end.
  3. Asking if you can call them back if you are busy, albeit with lunch.
  4. Complimenting them for their choice of business partner, rather than dealing with their concerns.

18. When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?

Answers:

  1. Ms.
  2. Miss
  3. Mrs.
  4. Mr.
  5. None of the above

19. Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?

Answers:

  1. “Yes”
  2. “What?”
  3. “Great”
  4. “I see”

20. Why should you generally not answer your business phone on the first ring?

Answers:

  1. It is considered rude.
  2. You don’t look busy enough.
  3. It can catch the caller off-guard.
  4. You should let the phone ring through to your voice mail so you can talk at a time convenient to you.
  5. None of the above

21. You have been given charge of handling all the incoming calls in your office, but the calls are coming in too fast. What should you do?

Answers:

  1. Take the calls after a delay, during which time some disappear, so that you spread them out more.
  2. Ask your co-worker to handle the calls while you go for a long lunch.
  3. Set the phone to record all incoming calls, so you can deal with them later.
  4. Discuss the problem with your supervisor.

22. Which of the following is probably the worst way to end a business call?

Answers:

  1. “Don’t call us, we’ll call you.”
  2. “Thanks for your time. Not.”
  3. “See ya in the next life.”
  4. Just hang up.
  5. They are all equally bad.

23. Which of the following is considered polite if you have an interruption while speaking to a caller?

Answers:

  1. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
  2. Wait 5 minutes, will you.
  3. Got to go — I’ll call you back later.
  4. Wait there, I’ll back.

24. If your business call to someone is unexpected, what should you do?

Answers:

  1. Tell them the purpose of your call and ask them to call you back at their convenience
  2. Leave a message on the voice mail or with the receptionist and ask them to call at their convenience
  3. Email them and ask what the right time for calling would be
  4. Do call them, but first ask if they have time before proceeding with the call.

25. Which of the following is a good idea to keep with you at all times on the phone?

Answers:

  1. Your lunch
  2. A pen and some paper
  3. Safety pins or staples
  4. An additional caller to overhear the call
  5. All of the above

26. Why is it always good to particularize your intention behind the call?

Answers:

  1. It makes the communication clear, and is polite too – do not assume the receiver understands why you are calling them and what you expect of them.
  2. It isn’t, and can be pedantic. It is better to assume that the listener has some degree of intelligence.
  3. Let the caller make assumptions, otherwise it would be rude to specify details.
  4. It shows them you are the boss.

27. Which of the following should be considered while leaving a voice mail message?

Answers:

  1. Leaving a message that is short and to the point.
  2. Being polite and giving a sense of what is expected in return.
  3. Leaving as much information as possible, relatively briefly.
  4. Speaking clearly and succinctly.
  5. All of the above

28. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

Answers:

  1. Learning all the numbers from 0-9, and various combinations for their use when dialing.
  2. Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line.
  3. Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.
    a and b
  4. All of the above

29. What does ‘screening your calls’ mean?

Answers:

  1. Choosing which calls to answer, and which not to answer, based on the name or number (or absence of a number) that shows up when about to receive the call.
  2. Applying a safety cover to your cell phone, often a transparent plastic cover called a ‘screen’.
  3. Making a list of all the calls you’ve received in the last month, in order to calculate if your cell phone bill is accurate or not.
  4. Deleting all the missed calls, received calls and dialled numbers from your cell phone.

30. At what time during the day should you try not to make business calls?

Answers:

  1. 7 a.m. to 9 a.m.
  2. 7 p.m. to midnight
  3. 1 p.m. to 3 p.m.
  4. 3 p.m. to 5 p.m.
  5. a and b

31. Which of the following is commonly regarded as a cell phone nuisance that could be toned down or otherwise discarded?

Answers:

  1. Having stickers all over your phone.
  2. Having a dangling key chain.
  3. Having a loud and annoyingly musical or distracting ringtone that you let play for several extra seconds before answering the phone.
  4. Having a brightly colored phone that lights up when it rings.
  5. None of the above

32. Which of these factors does not need to be considered before you make a phone call?

Answers:

  1. The person whom you’re calling.
  2. The purpose of your call.
  3. A brief joke to break the ice.
  4. The best time to call.
  5. None of the above

33. When is it acceptable to use the ‘silent’ mode on your cell phone?

Answers:

  1. When you do not want to disturb others around you.
  2. When you are expecting an important call, and do not wish others to be interrupted.
  3. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
  4. When you wish to attend a meeting or a public event, but still wish to know when you have been called or received a voicemail or text message.
  5. All of the above

34. What is ‘cell phone tag’?

Answers:

  1. A playground game where kids chase each other and ‘tag’ the next person who then chases the other kids.
  2. A series of missed calls between two people, whether calls are returned but again the person is not available, are said to be ‘playing cell phone tag.’
  3. The price tag on a cell phone in a shop, whether used or new.
  4. The chip inside the phone that can be replaced, or transferred between compatible networks.

35. Why is ‘Privacy’ considered one of the 7 Pillars of Telephone usage, and generally important when making calls?

Answers:

  1. It makes the call important and secure to both parties, especially when it is a business call.
  2. People like things to be private and secretive – it makes them feel special, like they are tricking the world.
  3. It’s not – privacy should always be secondary to communication and letting everyone know as much as possible.
  4. The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.
    a and d

36. What will happen if you waffle, mumble or speak generically to your listener?

Answers:

  1. The message may not be understood correctly, and confusion may occur.
  2. He or she will lose attention and generally reflect poorly on the caller.
  3. You make the job of communication harder for both of you.
  4. They will probably have to call you back to clarify what is expected.
  5. All of the above

37. How do you speak to someone in a business relationship whom you do not know well?

Answers:

  1. Try and discuss personal matters as it will help you to get to know them — ask about their family, weekends, hobbies.
  2. Keep the conversation polite but business-like, as professionalism is important at all times, until you know them better.
  3. A combination of jokes and business commands.
  4. Grovel a little bit, so they can feel powerful in the business relationship.

38. 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?

Answers:

  1. Just begin talking business, he or she will realize soon enough.
  2. Interweave what you are talking about with who you are, and the message will be crystal clear.
  3. Spend 5 minutes introducing yourself before getting to the point — it will save time later.
  4. A simple introduction followed by a sentence or two not only shows good phone etiquette, but allows the receiver to set the forthcoming information in context.

1,174 total views, 5 views today

Upwork Office Skills

Office Skills Test 2016

Published by:

1. Your computer is not printing and a technician is not available, so you perform the following activities to investigate the problem. In which order should you take these up?

1 See if the printer cartridge is finished
2 See if the printer is switched on
3 Try to print a test page using the printer self-test
4 Try to print a test page from Windows
5 See if the printer is properly attached to the computer

Answers:

  1. 5,4,3,2,1
  2. 3,2,1,4,5
  3. 3,5,4,1,2
  4. 2,3,1,5,4
  5. 3,1,5,2,4

2. What is ‘flexi-time’?

Answers:

  1. The feeling when time slows down or speeds up at certain times of the day in an office environment.
  2. The flexible use of personal office hours, such as working an hour earlier one day, in order to leave an hour earlier another day.
  3. Occasionally moving the hands on the office clock so everyone can go home early now and then.
  4. Bringing an alarm clock to work that rings at the end of the day and at lunchtimes.

3. Which of the following are proven methods of improving your office skills?

Answers:

  1. Smiling and being appreciative of others, especially the clients.
  2. Actively listening to, even humoring people at times.
  3. Looking to resolve conflicts and bringing people together.
  4. Conveying what is expected in return as an appropriate response, and avoiding ambiguity.
  5. All of the above

4. When replying to an e-mail, who do you place in the cc: line and who in the bcc: line?

Answers:

  1. A person you wish to openly inform goes in the cc: line, and the same person in the bcc: line.
  2. A person you wish to openly inform goes in the bcc: line, and the same person in the cc: line.
  3. A person you wish to openly inform goes in the cc: line, and the person you wish to read the e-mail, but without the knowledge of either the recipient or the person in the cc: line, goes in the bcc: line.
  4. A person you wish to openly inform goes in the cc: line, and the person you wish to read the e-mail without the knowledge of the recipient, but with the knowledge of the person in the cc: line, goes in the bcc: line.

5. You are required to create a cost report for your department, and then present the report to the board. Which two programs would you use for these two tasks?

Answers:

  1. MS Powerpoint, MS Access
  2. Adobe Photoshop, MS Powerpoint
  3. MS Word, MS Excel
  4. MS Excel, MS PowerPoint

6. What is a ‘golden handshake’?

Answers:

  1. The welcome to the building of a new CEO.
  2. The last day in the office before the holidays.
  3. The common usage for a generous employment severance package when an executive loses his or her job through restructuring, redundancy or a scheduled retirement.
  4. The common usage for a series of re-hirings of past employees.
  5. c and d

7. Which of the following is the correct response when you are dealing with a client, and your boss enters the room?

Answers:

  1. Smile, stand up and politely introduce the client.
  2. Stand up and salute, standing to attention.
  3. Keep sitting down, but look up without smiling.
  4. Keep discussing business until your boss politely interrupts.
  5. a and d

8. Which of the following are considered bad manners while greeting a business visitor to your office?

Answers:

  1. Remaining seated while the visitor introduces himself/herself
  2. Not shaking hands, but simply saying hello with a smile
  3. Shaking hands from the shoulder rather than the elbow
  4. Shaking hands with gloves on, or forgetting to smile
  5. All of the above

9. With regard to emails, when is bcc: used?

Answers:

  1. When you want to send the same mail to several people and do not want the To: and cc: recipients of the mail to know the bcc: recipients of the same mail.
  2. When you want to send the same mail to several people and do not want the bcc: recipients of the mail to know who else the mail was sent to.
  3. When you want to send the same mail to several people and want to receive acknowledgments from each recipient.
  4. When you want to send the same mail to several people, but the mail does not support attachments.

10. What does the ‘glass ceiling’ refer to in a business context?

Answers:

  1. The internal ceiling above the boardroom, whether it is on the top floor or not.
  2. The roof of the company building, frequently constructed from glass to optimize the company’s public status for the surrounding area.
  3. The upper level of senior management or company executive positions which is traditionally hard to break through, for example, for women and/or minorities.
  4. The imaginary level above the CEO at which the company profits skyrocket.

11. You realize that the computer in your office is getting a lot of spam and unwanted e-mails. What should be your first action to stop these emails?

Answers:

  1. E-mail the Regulatory Authority in charge of stopping spam in order to complain.
  2. E-mail the source of the emails asking them to stop them.
  3. Call over a computer expert to solve the problem.
  4. Look for a Remove From Mailing List link in the email.

12. What does ‘the bottom line’ commonly refer to in an office environment?

Answers:

  1. The line that appears at the bottom of a paper with the company letterhead.
  2. The lowest office floor in a building.
  3. The same as the dotted line.
  4. The basic controlling factor, notably the financial cost, regarding whether a task or project can be accomplished or not.

13. What is the person in charge of administering an office commonly called?

Answers:

  1. Office Assistant
  2. Full-time Manager
  3. Office Manager
  4. CEO
  5. None of the above

14. What is the normal length of notice period for quitting job in most professional offices?

Answers:

  1. Either 2 weeks or 1 month
  2. 2-3 months
  3. 1 week
  4. Up to 3 months, or longer
  5. None of the above

15. What is the best practice for ensuring that sensitive material to be destroyed does not leak out of the company building?

Answers:

  1. Always encrypt on computer disk, and shred any hard copies.
  2. Shred hard copies, save onto the file.
  3. Burn hard copies, save only once to the file.
  4. E-mail documents to colleagues, and then close the e-mail browser.

16. Consider the following sentence:
‘There are 20 new PC’s in the accounts department.’

Should there be an apostrophe in PC’s?

Answers:

  1. No
  2. Yes
  3. Not sure
  4. No idea
  5. None of the above

17. What information would the petty cash register contain?

Answers:

  1. Details of expenses on account of the administrative staff.
  2. Details of small expenses related to the running of the office.
  3. Details of expenses on account of electricity and water bills.
  4. Details of expenses worth less than $80.

18. When you are introducing a woman and are unsure of her marital status, which title should you use?

Answers:

  1. Ms.
  2. Miss
  3. Mrs.
  4. Madam
  5. None of the above

19. You are asked to call up senior executives of your company located in different continents to inform them about the proposed dates for an international sales meeting. What is the best time to call them up?

Answers:

  1. During the call recipient’s office hours
  2. After your office hours
  3. During your office hours
  4. Between 9:00 A.M. and 5:00 P.M.
  5. Any of the above

20. What is ‘outsourcing’?

Answers:

  1. Working outside the office, often from home.
  2. Freelancing work to workers outside the main office building, often to foreign workers for cheaper labor costs.
  3. A form of half working from home, half at the office.
  4. Leaving work early.

21. Which of the following are good office practices when creating documents such as letters, memos, company files etc?

Answers:

  1. Always save to hard drive and at least one back-up, such as a CD or thumb drive.
  2. Save to the hard drive and a back-up, if necessary.
  3. Save to the back-up first, and then the hard drive.
  4. Save once a day.

22. What is ‘commodity value’�an important business term of relevance to most office environments?

Answers:

  1. The value of all the office hardware, including computers and furniture.
  2. An economics term meaning the intrinsic value under optimal, often free-market conditions of the product the company sells or manufactures.
  3. The value of common decency between employees of a given office.
  4. The cost in petty cash of all company-expense dinners in a given month.

23. What is the appropriate response to discovering the printer is out of ink?

Answers:

  1. Force the printer to deliver the last drop of ink by turning it upside down, holding it carefully.
  2. Walk away and tell a fellow office worker, hoping he or she will take responsibility.
  3. Leave it to the next person.
  4. Replace the ink if the cartridge is available otherwise follow the office procedure for replacing or ordering the cartridges.

24. What does ‘Class A office space’ commonly refer to?

Answers:

  1. Office space on former sites of class A drug offenses.
  2. The lowest quality office buildings in a given area.
  3. The highest quality office space available in a given area.
  4. The highest quality office space for the least price.

25. What does the CTRL+V shortcut accomplish in Word 2007?

Answers:

  1. It makes the selected text appear in bold.
  2. It pastes the text that has already been copied.
  3. It converts the selected text into the next larger size of the same font.
  4. It applies italic formatting to the selected text.
  5. All of the above

26. Which of the following energy-saving practices can be used in an office without adversely affecting company productivity?

Answers:

  1. Use only one bathroom light during office hours
  2. Turn off lights and computers at the end of the day
  3. Turn off the computers between sending e-mails
  4. Use lower Watt light bulbs, especially in the emergency exits
  5. a and d

27. What is the best way to handle an angry colleague or client with a complaint?

Answers:

  1. Listen to their concerns, and calmly but firmly explain what you are able to do, offering other solutions and options, without getting angry in turn.
  2. Show a little anger as a way of evening out the situation.
  3. Shout back, and then, later in the day, find a place to sulk, or time to complain to your own boss.
  4. Listen to their concerns, politely explain what you are able to do, and if they insist, shout back your own concerns and complaints.

28. Which of the following are not recommended when trying to improve working with others in an office environment

Answers:

  1. Talking when others are talking, and listening only occasionally.
  2. Being as consciously helpful as possible, and offering practical solutions.
  3. Changing the printer ink or cartridge when it runs out.
  4. None of the above

29. What is the benefit of e-mailing documents rather than always providing hard copies to individuals?

Answers:

  1. There is no benefit except that people can delete them more easily.
  2. The documents can potentially be edited online and re-circulated.
  3. The documents can be electronically forwarded, which saves stationery that may otherwise be used.
  4. b and c

30. Which of the following file formats relate to a graphic file or scanned image file?

Answers:

  1. JPEG
  2. VBP
  3. HTML
  4. GIF
  5. a and d

31. What is the difference between Microsoft Access and Microsoft Excel?

Answers:

  1. Access is mainly for spreadsheets and Excel is for databases
  2. Access is mainly for databases and Excel is for spreadsheets
  3. Access is mainly for databases and Excel is for word processsing
  4. Access is mainly for word processing and Excel is for spreadsheets, including digitial photograph editing

32. What is the most frequently used typeface and point size when creating Word documents?

Answers:

  1. Times New Roman, 12 point
  2. Times, 14 point
  3. Courier New, 12 point
  4. Courier New, 14 point
  5. All of the above

33. What is a ‘mouse potato'(a comic phrase in an office environment)?

Answers:

  1. The equivalent of a couch potato, but in terms of using a computer — i.e. someone who spends all their time at a computer.
  2. A virus or other harmful computer bug, such as a ‘trojan horse’.
  3. An office ornament that workers place on their desks to keep them motivated during office hours.
  4. b and c

34. What is very important to remember to do when entering an office business meeting at any level, especially when clients are there?

Answers:

  1. Bow slightly before your superiors or company executives.
  2. Take the coats from clients and drape them over your arm during the meeting.
  3. Turn OFF all cell phones, pagers and other electronic devices.
  4. Turn ON all cell phones, pagers and other electronic devices.
  5. a and c

35. What are the traditional office hours in the Western world, now much more flexible, though still adhered to in most offices?

Answers:

  1. 9 AM — 5 PM
  2. 6 AM — 6 PM
  3. 8 AM — 7 PM
  4. 10 AM — 8 PM
  5. None of the above

36. What is an office ‘memo circular’?

Answers:

  1. A simple message, usually delivered by e-mail or hard copy and sent to all office staff, updating everyone on new office procedures.
  2. A circular-shaped memo.
  3. A letter of introduction by a potential new client.
  4. A complaint letter to the CEO circulated to and signed by the entire company staff.

37. Traditionally, approximately how many pages should a business CV or resume have?

Answers:

  1. 1-3, preferably 2
  2. 1-5, but usually 2-3
  3. Just 1
  4. Exactly 2 and a half, and never more or less
  5. All of the above

38. Which of the following activities could possibly infect your computer with a virus?

Answers:

  1. Installing pirated Software from a CD.
  2. Downloading games and songs from the internet.
  3. Booting your computer with a ‘write protected floppy disk’.
  4. All of the above

39. In any office or business environment, what does the ‘opportunity success rate’ refer to?

Answers:

  1. The success of a business in dollar value minus the dollar value of previous attempts to make it a success.
  2. The number of won opportunities as a percentage of the number of won and lost opportunities.
  3. The number of lost opportunities as a percentage of the number of almost won opportunities.
  4. The opportunity costs divided by the so-called sunk costs.

40. What are the dimensions of an A4 size sheet of paper?

Answers:

  1. 216 mm x 279 mm
  2. 220 mm x 310 mm
  3. 215 mm x 295 mm
  4. 210 mm x 297 mm
  5. a and d

41. What does the abbreviation CEO stand for?

Answers:

  1. Company Executive Officer
  2. Communicate Especially On
  3. Corporate Exact Office
  4. Cheat Every One
  5. Chief Executive Officer

42. You work in a company where some of your co-workers are recent foreign immigrants. They are unfamiliar with the work environment and your supervisor is polite to everybody in the staff but is often rude to these foreign workers. What will you do in this situation?

Answers:

  1. You talk to the foreign workers and tell them that they should complain to the Upper Management.
  2. You tell your supervisor that his misbehavior is inappropriate.
  3. Nothing, you prefer to keep quiet because everybody else is quiet.
  4. You complain to the Upper Management.

43. According to standard filing conventions, in which order will the following three documents be filed?

Dr. Jones’s office, Doctor at sea, Doctor come quickly

Answers:

  1. Dr. Jones’s office, Doctor at sea, Doctor come quickly
  2. Doctor at sea, Doctor come quickly, Dr. Jones’s office
  3. Doctor come quickly, Dr. Jones’s office, Doctor at sea
  4. Dr. Jones’s office, Doctor come quickly, Doctor at sea

44. When a client visits the office and arrives early, what does office etiquette require you to do to handle the situation?

Answers:

  1. If you are free, allow the meeting to start early.
  2. Take their coat, offer them something to drink, and tell them you will be with them in a moment.
  3. Try and meet them as soon as possible.
  4. All of the above.

45. Which of the following are the important components of good interpersonal office skills?

Answers:

  1. Effectively translating and conveying information.
  2. Being able to accurately interpret other people’s emotions.
  3. Calmly arriving at resolutions to conflict.
  4. Avoiding gossip and being polite.
  5. All of the above

46. What does administration generally handle in an office environment?

Answers:

  1. Paperwork and accounts.
  2. Specifically, the hiring of new management and middle management.
  3. The efficient day-to-day running of the office, with regard to company files, communication, management of jobs such as overseeing hiring and firing and human resources, etc.
  4. Ensuring that the infrastructure of the building is regularly checked and modernized.

47. What is ‘commodity value’—an important business term of relevance to most office environments?

Answers:

  1. The value of all the office hardware, including computers and furniture.
  2. An economics term meaning the intrinsic value under optimal, often free-market conditions of the product the company sells or manufactures.
  3. The value of common decency between employees of a given office.
  4. The cost in petty cash of all company-expense dinners in a given month.

48. Which of the following are commonly used computer web browsers?

Answers:

  1. Mozilla, Guardian Website, The Times of London, MSN
  2. Expedia, Opodo, Student Universe, Godzilla
  3. Chrome, Explorer, Firefox
  4. Google, MSN, Yahoo, Ask

49. What common injury can result from too much concentrated typing over too little amount of time?

Answers:

  1. Leg injury
  2. Broken neck
  3. Blue hands
  4. Repetitive strain injury
  5. All of the above

50. You send a package through FEDEX to a client in Korea. The client calls up after a few days and says that he has not received it. What is the best way to immediately let the client know the status of the courier?

Answers:

  1. Give the client the airway bill number and ask him to call up FEDEX about the status of the courier.
  2. Give the client the local number of FEDEX in Korea.
  3. Call FEDEX and ask them to speak directly to the customer.
  4. Track the packet on the FEDEX website and send the client a copy of the current status of the packet.

51. What two kinds of printers are commonly in use in most office environments?

Answers:

  1. Industrial and private
  2. Hewlett Packard and Brother
  3. Laser and ink-jet
  4. Black-and-white and color
  5. None of the above

3,962 total views, 18 views today

Upwork Office Skills

Help Desk Certification 2016

Published by:

1. Which of the following monitor the service level performance in terms of caller information?

Answers:

  1. Number of calls received.
  2. Number of calls transferred.
  3. Number of calls dropped.
  4. Number of calls held waiting for given periods of time.
  5. All of the above

2. Which of the following does the call cycle time include?

Answers:

  1. Closing the call, and call logging.
  2. Break times, lunch and when the office is closed.
  3. Diagnosing the problem, and providing a solution to the problem.
  4. a and c
  5. a and b

3. Which of the following options best demonstrate a helpdesk that is clearly functioning well and ready to help callers?

Answers:

  1. A system that can examine the best areas for improvement in the service offered by the helpdesk.
  2. A system that logs the most commonly reported issues so helpdesk staff can learn from the history of their operations.
  3. A wide range of software and systems in usage that reflects the expertise of the helpdesk staff.
  4. Long opening hours for the helpdesk by keeping it open on the weekends and in the evenings.
  5. All of the above

4. What is an ‘online trouble ticket system’?

Answers:

  1. An online system whereby customers are placed in a waiting order before their ‘ticket’ is the next in line and their call can be dealt with.
  2. The same as a) but always involving a log-in system so callers can check on their status; otherwise it is not a true ‘trouble ticket system.’
  3. A system whereby customers e-mail their question, and it is answered on a random basis.
  4. A lottery machine that customers can use while they wait for their complaint to be addressed.
  5. A system of buying tickets to purchase discounted software.

5. Which of the following statements are true about the Call Capture Rate (CCR)?

Answers:

  1. It is the percentage of total calls handled by the call center.
  2. It does not include calls where customers hang up before reaching an agent.
  3. It is the percentage of total calls that do not reach the agents.
  4. It is the percentage of total calls handled successfully by the call center.
  5. a and b

6. Which of the following are important when dealing with a helpdesk customer over the telephone?

Answers:

  1. Being good at listening.
  2. Developing a rapport by matching the caller’s tone, tempo, and word usage.
  3. Having a pleasant telephone voice.
  4. “Placing” the caller’s complaint and “leading” them to a solution?
  5. All of the above

7. While commencing a sales campaign, you have been asked to talk only about the USP of the product you are promoting through tele-calling. What will you tell the prospective clients?

Answers:

  1. How the competition is gearing up to counter the huge popularity of the product.
  2. The most valuable unique advantage of the product.
  3. All the best features of the product.
  4. The shooting sales of the product.

8. You have been asked to handle calls for a major account. What does it mean?

Answers:

  1. You will be handling calls for a large financial institution.
  2. You will be handling calls for a very profitable client of the company.
  3. You will be handling calls for a business concern that is considered a large organization by your company.
  4. You will be handling calls for a business concern along with several other members from your company.
  5. All of the above

9. Which of the following are priorities when analyzing the efficiency of your helpdesk operations?

Answers:

  1. The complexity and age of your IT systems, whether automated or operated by the staff.
  2. Ensuring the office works on a strict 9 to 5 basis.
  3. Ongoing comprehensive training to all levels of management and staff.
  4. a and c
  5. a and b

10. Which of the following are crucial when helping a helpdesk customer?

Answers:

  1. What you are wearing to work that day.
  2. Whether or not the customer makes additional purchases with the company.
  3. Whether or not you are addressing the customer’s concerns.
  4. Whether or not you are using the customer’s full name (unless you have been permitted by him to use his first name).
  5. c and d

11. Which Software should be used to make a business presentation with slides?

Answers:

  1. Microsoft Word
  2. Microsoft Excel
  3. Adobe PhotoShop
  4. Microsoft PowerPoint
  5. None of the above

12. Which of the following best represents a lower level helpdesk operator?

Answers:

  1. DSL faults, problems escalated from lower levels.
  2. Difficult technical problems, and annoyed/aggressive customers.
  3. Offering help with things like the dialer, email, DSL setup.
  4. Help with advising new staff, especially as you become more experienced.
  5. Possibly all of the above; it depends on the circumstances of the specific helpdesk.

13. How can a Microsoft Word user read files created in the later versions of the same software — something that occurs countless times between various versions of Word?

Answers:

  1. Open as a text file.
  2. Open the document in RTF.
  3. Download the ‘recover text from any file’ option.
  4. Open the free Microsoft Word viewer.
  5. None of the above

14. State whether the following statement is true or false:
The average length of a call is the time required to process a customer call, from the initial receipt to the final closure and does not include the off-phone time.

Answers:

  1. True
  2. False

15. You attend the phone and the caller tells you that he wants to speak to one of your colleagues. How will you handle the call if your colleague is available at that moment?

Answers:

  1. You’ll ask “Who’s calling please?” and then pass the phone on to your colleague after finding out the caller’s name
  2. You’ll ask ”Who’s calling please?” and, after finding out the caller’s name, you’ll ask your colleague whether he would like to talk to the caller
  3. You’ll pass the phone on to your colleague without saying anything to the caller
  4. You’ll say ”Just a second” and pass the phone on to your colleague

16. What does ‘mark-up’ mean in sales terminology?

Answers:

  1. A study of the product’s strengths and weaknesses.
  2. The margin that a selling company adds to the cost of a product while selling.
  3. A reduction in profits due to an increase in the cost of production.
  4. A hike in the price of the product to achieve better profits.

17. Your office requires you to compile a costing report comprising rows and columns of data along with totals and averages of the columns. Which Software would you ideally use?

Answers:

  1. Microsoft Access
  2. Adobe PhotoShop
  3. Microsoft Excel
  4. Microsoft Word
  5. Microsoft PowerPoint

18. Which of the following e-mail etiquette styles do you consider important?

Answers:

  1. Do not add a CC to a special offer e-mail as it can be viewed by all the recipients.
  2. Keep the e-mail very brief and to the point.
  3. Add a proper title to the e-mail.
  4. Clean up forwards that are automatically pasted at the end of E-mail replies
  5. c and d

19. Which of the following is the most important first impression to make on a caller?

Answers:

  1. That you understand their concern and sympathize with their frustration.
  2. That it may take a while, and involve temporarily being placed on hold, but you will deal with their concern shortly.
  3. That you have an idea about what could be wrong, and that you will find a solution one way or another.
  4. That you can help solve the problem when your manager or supervisor returns.
  5. a and c

20. You are asked to make a call to all the distributors of your company’s product to apprise them of a new pricing offer. The first call you make connects you to the answering machine. What would be the most appropriate message for you to record?

Answers:

  1. Hello, I am Steve calling from A1 Marketing. Please get back to me at my office numbers as soon as possible. Thanks.
  2. Hello, I am Steve calling from A1 Marketing. I called you at 1:00 pm to let you know that we are announcing a new pricing offer. Please get back to me at my office numbers as soon as possible. Thanks.
  3. Hello, I am Steve calling from A1 Marketing. I called to let you know that we are announcing a new pricing offer. Please get back to me at my office numbers as soon as possible. Thanks.
  4. Hello, I am Steve calling from A1 Marketing. I called you at 1:00 pm. Please get back to me at my office numbers as soon as possible. Thanks.

21. Which of the following terms describes the practice of letting the customer know what format your sales conversation will take before you start your sales talk?

Answers:

  1. Conversation preview
  2. Sign-posting
  3. Pre-sales talk
  4. Symbiotic selling
  5. All of the above

22. Your company requires you to print offer letters to existing customers through the printer attached to your computer. The letters must be printed along with the address labels. Which of the following will you use to speed up the job?

Answers:

  1. Spreadsheet Software
  2. Database Software
  3. Word Processor Software
  4. Mail Merge Software
  5. None of the above

23. Which of the following would you categorize as a help desk operation?

Answers:

  1. A single point of contact in the Company for answering customer complaints and requests.
  2. The reservation booking office at the local travel agent.
  3. The enquiry counter at the local museum.
  4. The receptionist at a dentist surgery.
  5. a and c

24. What is the name of the in-built feature in Windows that allows you to browse through your files and folders?

Answers:

  1. Internet Explorer
  2. Windows Navigator
  3. Windows Explorer
  4. Windows Mapper
  5. Mozilla Firefox

25. Which of the following are the most helpful initial questions to ask a caller whose printer is not working?

Answers:

  1. Are there other printers connected to the computer, and is the current printer the default printer?
  2. Are you sure it hasn’t already printed and the paper is on the floor somewhere?
  3. Is the printer switched on, ready, not jammed, contains paper and are all leads connected?
  4. Perhaps you should consider a new printer? Do you know how little they cost now?
  5. a and c

26. Which of the following might be deemed good service additions to a helpdesk system that didn’t already have them?

Answers:

  1. More expensive workstations.
  2. IM, java-type help with online trouble ticketing, call waiting.
  3. Longer work breaks.
  4. Less pay for less time in the office.
  5. Fewer supervisors and more like-minded colleagues.

27. Which of the following could benefit professionally from a helpdesk training course?

Answers:

  1. IT helpdesk agents
  2. Technical support representatives and engineers
  3. Field engineers
  4. a, b and c
  5. Customers and callers.

28. A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?

Answers:

  1. 5%
  2. 20%
  3. 25%
  4. 40%
  5. None of the above

29. What is the possible danger of hiring a highly technical person with limited interpersonal skills to work on a helpdesk?

Answers:

  1. No real danger — a technical person always has good interpersonal skills.
  2. They may be patronizing about errors they see as very minor.
  3. It may be more difficult to work alongside them in the office due to their limited interpersonal skills.
  4. They may not come to work as technical people are often lazy.
  5. b and c

30. You are required to report your annual expenses to your boss. Your expenses are as follows:

Salary bonus: $6799.22
Stationery: $123.43
Refreshments: $789.43
Electricity: $767.33

What is your total expenditure on the expense heads mentioned above?

Answers:

  1. $8478.33
  2. $8479.41
  3. $8577.22
  4. $8500
  5. None of the above

31. What does the ‘drop rate’ on calls refer to?

Answers:

  1. The number of calls that falls below a certain level over a given period of time.
  2. The number of calls to the helpdesk that are wrong numbers.
  3. The number of calls made rather than received by the helpdesk.
  4. The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.
  5. None of the above

32. Which sections of the population at a university would a helpdesk ideally serve?

Answers:

  1. Just undergraduate and postgraduate students.
  2. Policemen, detectives, firemen, doctors.
  3. Alumni, students, staff, faculty, administrators etc.
  4. b and c

33. You are handling calls for a travel agency which wants to promote family tours. The price is $500 per adult, with a 20% discount for children and a 40% discount for senior citizens. A 10% tax is applicable to each of these. What is the travel cost for a family of 5 consisting of 2 adults, 2 children and 1 senior citizen?

Answers:

  1. $2000
  2. $2310
  3. $2400
  4. $2100
  5. None of the above

34. What is the term used for the incoming calls that are logged but not yet resolved?

Answers:

  1. Unresolved calls
  2. Only logged calls
  3. Open calls
  4. Process calls
  5. Pipeline calls

35. Would you say that technical skills are, on the whole, more important than interpersonal skills when running a helpdesk?

Answers:

  1. No, interpersonal skills always come first even if you can help the caller only in a limited way technically.
  2. Yes, politeness is secondary to whether you can actually solve the caller’s problem or not.
  3. Interpersonal and technical skills must work together — you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.
  4. None of the above.

36. You are required to send a Word document to your branch office by e-mail. What would you do to ensure that the document reaches the branch office in the same format?

Answers:

  1. Ask the branch office to install the same version of Word.
  2. Send the document as an e-mail attachment.
  3. Password protect the document.
  4. Paste the contents of the document into the e-mail.
  5. Use the export document feature in Word.

37. Which of the following can increase the chances of your computer becoming infected with a virus?

Answers:

  1. Leaving the computer on all night.
  2. Downloading games and songs from the internet.
  3. Using a PC more than a month old.
  4. Installing software from a CD-Rom or thumb drive without knowing its origin.
  5. b and d

38. What is meant by ‘Abandon Rate’ in help desk terminology?

Answers:

  1. The percentage of total calls received in the case of which the caller hung up or which queued before reaching the support staff.
  2. The percentage of total calls received but for which no acceptable solution or reply was provided to the caller.
  3. The percentage of total calls received but not answered due to shortage of agents.
  4. The percentage of total calls received that are terminated before an acceptable solution or reply is given to the caller.

39. What is the disadvantage of asking a customer phoning the helpdesk with a computer complaint questions with ‘yes’ or ‘no’ answers?

Answers:

  1. Nothing: ‘yes’ and ‘no’ answers will lead you to the solution eventually.
  2. They do not get to the root of the problem but work as a process of elimination which can be too slow.
  3. It would be better to ask the customer to describe what they were doing when the error occurred and the specifics of the problem.
  4. b and c
  5. None of the above

40. Which of the following is the best helpdesk philosophy?

Answers:

  1. Think fast, leave early.
  2. Save your best advice to the end of the day in case there is a particularly aggressive caller, or difficult problem.
  3. Answer the phone quickly, and resolve problems effectively without passing customers around.
  4. Answer the phone quickly, and refer callers to somebody else the moment you get stuck dealing with them.
  5. First thought, best thought.

41. Which of the following are good initial responses to the customer who is calling because they ‘can’t log-in’?

Answers:

  1. Advising the caller to log-in using a different computer even if he or she has to change location.
  2. Referring them to your boss after asking a few preliminary questions.
  3. Asking the caller to check the basics i.e. whether the password is correct, the caps lock key “isn’t on” or the network cable isn’t unplugged.
  4. Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them.

42. What does ‘receiving a buying signal’ from the prospective client mean?

Answers:

  1. Resetting all computers due to an incredibly large order coming through.
  2. A formal agreement from the client to buy the product. This agreement can be through phone, e-mail or fax.
  3. A request by the client to the Company to contact him about a particular product or service.
  4. A comment from the client that indicates that he is considering, to whatever extent, buying your product.

43. Which of the following are significant skills when hiring helpdesk staff?

Answers:

  1. Whether they can make tea or coffee for other staff.
  2. How well travelled they are in the world.
  3. How polite and helpful they can be on the telephone.
  4. Previous Help Desk experience, with references, in the same industry.
  5. c and d

44. Which of the following are useful additional technical skills for helpdesk workers?

Answers:

  1. Marketing, presentation, and staff management skills.
  2. General knowledge of computer systems in terms of hardware as well as software in order to advise the caller professionally .
  3. Up-to-date knowledge of new computer technology.
  4. Ability to keep good records, and accounting skills.
  5. All of the above

45. If you have to send a scanned document to a client by e-mail, what should you do?

Answers:

  1. Send the picture as a zipped file in the e-mail.
  2. Fax it, even if you’ve been advised to e-mail it because their fax machine is not always working.
  3. Send the picture as an attachment with the e-mail.
  4. a and c
  5. a and b

46. Which of the following are good questions to ask a client who tells you ‘My computer is not working’?

Answers:

  1. What were you doing when the error started? And what is the exact error message?
  2. Where did you buy the computer?
  3. Have you recently installed any software or made any other changes?
  4. Does it affect all machines or just yours?
  5. a, c and d

47. What is the name given to the process of assigning a service request to a higher support level?

Answers:

  1. Promotion
  2. Raising
  3. Incrementing
  4. Escalation
  5. Handshake

48. Which of these terms refers to the average time that an executive spends actually talking to a customer on the phone?

Answers:

  1. Average Response Time (ART)
  2. Average Interaction Period (AIP)
  3. Average Voice Stage (AVS)
  4. Average Talk Time (ATT)

49. A business employee calls the help desk of an internet service provider to report that his internet speed is below the promised speed. Which of the following tasks should be done first?

Answers:

  1. Logging the call.
  2. Asking the customer what speed he is getting.
  3. Asking the employee for a proof that he is a valid customer.
  4. Suggesting an immediate remedy such as rebooting the computer.
  5. None of the above

50. Having learned a significant amount of helpdesk terminology, which of the following do you see as essentially the role of the helpdesk operator?

Answers:

  1. Solving problems and seeking customer satisfaction.
  2. Increasing the salaries of all who work at the company represented by the helpdesk.
  3. Slightly intimidating callers so that they seek their own solutions to problems.
  4. Deciding when and when not to help the callers, as due to necessary priorities, some callers cannot be helped at all.

1,118 total views, 1 views today

Upwork Office Skills

Email Etiquette Certification 2016

Published by:

1. What does it mean to ‘respect somebody else’s bandwidth’?

Answers:

  1. To measure the width of the desktop PC in comparison to a laptop of the same brand.
  2. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
  3. To be conscious of how much storage space you are controlling in any given communication, since everyone only has limited space.
  4. To allow them two communications for every single communication of your own.
  5. None of the above

2. How often is it sensible to use ‘reply all’ when replying to an e-mail?

Answers:

  1. As often as possible, the more people know the information the better.
  2. Always, as e-mails should have at least two recipients at all times.
  3. Only if the information is really relevant to everyone on the list, otherwise keep ‘reply all’ to a minimum.
  4. You should ‘reply all’ about twice as often as you simply ‘reply’.
  5. None of the above

3. What is the purpose of icon-emotions or so-called ’emoticons’ in email communication?

Answers:

  1. They contain important information such as credit card number.
  2. They indicate that the email is urgent.
  3. They are meant for fun and entertainment value.
  4. They act as a signature which is added at the end of each sent mail.

4. What is the better solution than using bold or italic to emphasize meaning when e-mailing or posting online?

Answers:

  1. Use capitals
  2. Use color
  3. Use carefully chosen words and phrases, so that the meaning is clear and not ambiguous and unlikely to cause misunderstandings.
  4. Draw a picture and insert it around the text.
  5. None of the above

5. What are vCards and why are they sometimes distracting or difficult for the recipient?

Answers:

  1. vCards are online invitation cards, but the recipient often does not want to attend the event.
  2. vCards are e-mail that copy in other members of your contacts list automatically, which is often not desirable.
  3. vCards are electronic business cards, but they often take the form of an e-mail attachment, therefore making every e-mail look like it has an attachment.
  4. vCards are online stationery cards used for a variety of events, and therefore business and recreational events can get confused.
  5. None of the above

6. Why is it sometimes important not to leave out the message thread, i.e. the previous messages in the e-mail chain?

Answers:

  1. To be polite. People expect to always see the thread.
  2. To increase comprehension of the latest message, and show the history of messages that led up to this point in the exchange.
  3. Because it looks like an oversight. The thread should always be there.
  4. None of the above

7. What do the abbreviations ‘FWIW’ and ‘FYI’ stand for?

Answers:

  1. For What It’s Worth, For Your Information
  2. For Why It’s War, For Your Info
  3. For Whom It Worries, Forget Your Instructor
  4. Future Wear Inside Walls, Fool Your Insides
  5. For Whom It Worries, Fax Your Information

8. How would you abbreviate ‘Be Seeing You’ in email jargon?

Answers:

  1. BSU
  2. BCNU
  3. BCINU
  4. BCINYU
  5. BSNU

9. What does ‘scrolling the chat screen’ in an internet chat room mean, and is it good or bad netiquette?

Answers:

  1. Looking further down the screen (good netiquette).
  2. Scrolling down to follow the conversation as it develops (bad netiquette).
  3. Posting multiple, often single letter postings so the chat screen scrolls very fast for all users (bad netiquette).
  4. Flicking between multiple chat screen on multiple sites (neither good nor bad netiquette).
  5. None of the above

10. What is the most important aspect of writing content for a blog, either as a main posting or as a comment on someone else’s blog?

Answers:

  1. Always make your posts accurate and truthful (as well as entertaining) especially if they reflect on your reputation as someone with an online presence.
  2. Make it long and detailed, and occasionally bend the truth a little for the sake of impact, even if you are discovered.
  3. Make the blog colorful, or make your posting in bold, italic or in capitals, for emphasis.
  4. All of the above

11. On a social networking site, which of the following is important to consider — in a personal way – when uploading photographs?

Answers:

  1. How many images you can upload as fast as possible.
  2. Consider the feelings and reputation of the person whose image you are uploading, especially if the image is compromising in some way.
  3. Whether it is clear that you are the one uploading the images or not.
  4. None of the above

12. Why should you not type in all caps when writing an email?

Answers:

  1. Because it can be difficult to read.
  2. Because it takes up more room and makes the email longer.
  3. Because it is considered ‘yelling’.
  4. Because it is tough on your keyboard.
  5. a and c

13. Which of the following could be considered as not being ‘virtual events,’ so you may wish to respond using a more direct reply or regular mail?

Answers:

  1. Weddings, funerals, engagements, birthdays.
  2. After hours get-togethers.
  3. Casual meetings related to school or work.
  4. A local prize draw.

14. What does ‘flaming’ or ‘to flame’ mean in the online world?

Answers:

  1. Flaming means delivering a strongly held opinion without holding back any emotion, often offending the person who is ‘flamed’
  2. To grow angry and increasingly upset by a message you have received.
  3. To grow red in the face, embarrassed by certain online content.
  4. To cause a shutdown of your computer and several others on the same network, even if by accident.

15. Why is it always good to use proper grammar and correct spelling in internet postings like message boards?

Answers:

  1. People who are non-native English speakers will understand your writing easily.
  2. Good grammar and spelling keep ambiguity to a minimum, thereby communicating the message more clearly.
  3. You do not want to be embarrassed.
  4. It is good manners, and you can be proud of yourself.
  5. You are always morally judged by how many typos you make.

16. What should you do if you do not want to type your name at the end of every email you send?

Answers:

  1. Only sign emails which you send to business associates.
  2. Do not sign at all as people know who the email is from, courtesy your return email address.
  3. Include the ‘from’ information in the subject line so you can save the time of ‘signing’ the email.
  4. Create a signature that will get automatically attached to every email you send.

17. Which of the following is the best description of an ‘internet troll’?

Answers:

  1. Someone who goes trolling on the internet, moving from place to place without settling anywhere in a chat room or on a board.
  2. A funny emoticon made to look like a troll.
  3. Another name for a spammer.
  4. Someone who participates in a message board or chat with the intention to disrupt it in some way.

18. What does it mean when you type an e-mail in all capitals?

Answers:

  1. The e-mail is important
  2. The e-mail is an emergency
  3. The e-mail is classified information
  4. The effect is that you are shouting
  5. b and c

19. What is the best way to treat ‘spam’ or unsolicited e-mails?

Answers:

  1. Do not reply to them.
  2. Delete them.
  3. Transfer them to your spam folder.
  4. Ignore them (if you notice them, as they are usually transfered to your spam folder automatically).
  5. All of the above

20. Which of the following 2 options are not good practices for reacting to virus hoaxes and chain letters?

Answers:

  1. Forwarding them to your friends, as often advised by the e-mail hoax itself.
  2. Discarding or deleting them immediately.
  3. Considering them, and allowing them to send to your entire contacts list, for other people to decide about their authenticity.
  4. Printing them out and sending hard copies to a local internet watchdog or awareness group.

21. What does the phrase ‘lurk before you leap’ commonly mean on internet sites?

Answers:

  1. That you should set up a virtual online presence and scare people when they log-in.
  2. That you should familiarize yourself with a website’s contents — its purpose, its FAQ, its community — before making a contribution.
  3. a and b
  4. That you should contribute quickly before anyone discovers that you are an unwelcome presence, or only tenously connected to the site and its online community.

22. Which of the following best reflects a so-called ‘Golden Rule’ of etiquette?

Answers:

  1. Spam your friends.
  2. Remember the human (remember that a real person is receiving the message).
  3. Sometimes act friendly in chat and emails.
  4. Only flame your friends by accident.
  5. All of the above

23. If you are chatting with someone via the instant messenger and text ‘BRB’, what have you said?

Answers:

  1. Been Ready Buddy
  2. Been Really Busy
  3. Being Really Busy
  4. Be Right Back

24. Which of the following is the best response to sending a message that you didn’t intend to send, or sent to the wrong recipient?

Answers:

  1. Make a request for the e-mail to be recalled or sent back to you.
  2. Race over to the recipient’s computer, especially if he or she lives or works locally, and delete the message manually.
  3. Send a follow-up message explaining that the previous message was a mistake, with a brief apology and explaining that the message can be ignored.
  4. Jump up and down in frustration and tear your hair.
  5. All of the above

25. When sending an e-mail, why is it a good idea to try and use the cc: field sparingly?

Answers:

  1. The cc: can be confusing since the recipients might not know who is supposed to act on the message.
  2. Unless the recipient in the cc: field knows why they are receiving a copy of the message, he or she may not act on the message, but assume it is really only for the main recipient.
  3. It can sometimes devalue the main message depending on the context, as it could be seen to depersonalize the main message.
  4. All of the above

26. What is a very useful last thing to do before sending out any e-mail?

Answers:

  1. Read the e-mail through for spelling and grammatical errors, to simplify the message if possible, and to check the recipient’s e-mail address.
  2. Nothing, the quicker you send it, the quicker they will receive it.
  3. Copy the e-mail at least twice into a word document, as a double precaution.
  4. Check the time, so you can remember when you sent it, in case they call.
  5. All of the above

27. A common online symbol, what is the correct ’emoticon’ for a regular ‘smiley face’ from the list below?

Answers:

  1. 😉
  2. 🙂
  3. :))
  4. (– :
  5. (-:

28. What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?

Answers:

  1. Use their first name, it is always the friendliest option.
  2. Use their last name, such as Mr. Jones or Ms. Jones.
  3. Use their full name, with their first name in parentheses afterwards.
  4. Use Dear X to demonstrate your uncertainty, and they will probably correct you.

29. Which of the following is the best explanation of ‘netiquette’?

Answers:

  1. Electronic netball practice.
  2. An abbreviation for ‘internet etiquette’ or even ‘ethics on the net,’ the correct way to interact in an online setting.
  3. Networking expertise, especially when off-line.
  4. Online chatrooms for sophisticated Mac and PC users.

30. When writing an email, it is generally a good idea for your paragraphs to be _______.

Answers:

  1. long
  2. short
  3. in a huge font making them easier to read
  4. always indented
  5. None of the above

31. Which of the following is the best technique for sending a large e-mail attachment?

Answers:

  1. Just attach it and send it.
  2. Email the other party directly first and make sure their connection can handle a large download.
  3. Try and break it up into several smaller downloads, or ‘zip’ the file if possible.
  4. Send part of it, and wait to see if they request the remaining part.
  5. b and c

32. Which of the following is a good statement about time delays between e-mail exchanges?

Answers:

  1. Try to reply within a 24-48 hour window, but allow at least the same amount of time before sending a follow-on e-mail, if not longer.
  2. Always reply within 24 hours, and expect the same from someone else.
  3. Wait 36 hours before replying to any e-mail, but send a follow-on e-mail within 24 hours if you don’t hear anything.
  4. Always allow a month for a reply, and return your own received e-mails within three weeks.

33. What does ‘HTH’ mean in an email or on a message board?

Answers:

  1. Happy today happy
  2. Hope this helps
  3. Help the human
  4. Happy to help
  5. b and d

34. Which of the following is the best advice when writing a business e-mail?

Answers:

  1. To use varied italics, colors and special fonts because people like to see them.
  2. To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.
  3. To make detailed demands in long paragraphs, with the implication of wrongdoing on the part of the receiver.
  4. To panic, but then recover, and decide to send the message by regular mail, as this is definitely more secure.

35. What does ‘spamming’ mean, and is it good or bad netiquette?

Answers:

  1. Sending online presents or ‘spam’ to your co-workers and friends (good netiquette).
  2. Sending unsolicited e-mails or communications to people online (bad netiquette).
  3. Both a and b, depending on the context.
  4. Same as ‘flaming’ (good netiquette).
  5. Same as ‘e-mail jousting’ (bad netiquette).

36. Why is it important to be careful with formatting when sending an e-mail message?

Answers:

  1. It’s not – you can format in any style you like, as the recipient will find a way to understand the message.
  2. Because the recipient may not be able to read certain fonts or formats on his or her computer.
  3. It is polite, and looks neater, especially if you use pretty colors.
  4. Sometimes computers have been known to blow up when used with the wrong fonts.
  5. None of the above

1,856 total views, 3 views today

Upwork Office Skills

Content Writing Skills Test 2016

Published by:

1. Given below are some examples of sentences that must be avoided in formal writing.

I. All’s fair in love and war.
II. It’s not rocket science.
III. I’m not gonna talk to that guy again.
IV. Oh, he’s such a cool dude!

Select the answer options that correctly describe these sentences.

Answers:

  1. I and II are cliches.
  2. III and IV employ slang words.
  3. I and III contain oxymorons.
  4. II and IV are colloquialisms.

2. Select the sentences which are grammatically INCORRECT.

Answers:

  1. Sophie is responsible for sales of refrigerators, stocking merchandise and writing orders.
  2. You look really tired. What’s the matter?
  3. The facts were collected and carefully organized.
  4. One of my best friend is getting married next week.

3. Fill in the blank with the correct spelling of the missing word.

Announcing a huge annual profit, the businessman said he was _________ to his staff as well as his customers for his success.

Answers:

  1. grateful
  2. greatful
  3. greatfull
  4. gratefull

4. Identify the MISSPELLED word/s in the following sentence.

The speaker’s main argument was that the ability to think wholistically was necessary to find a viable solution to the problem of illegal immigration.

Answers:

  1. argument
  2. wholistically
  3. immigration
  4. All the above three words have been misspelled.
  5. No word in the sentence has been misspelled.

5. Identify the misspelled word in the list below.

Answers:

  1. Mischievous
  2. Occurence
  3. Caribbean
  4. Yacht

6. BestBoats is a startup with the following inventory of products:

Type of boat Product name
Yacht Series Y
Amanda is assigned to create copy for webpages for BestBoats.com website, which should attract visitors searching for buying Yachts, and provide information about the same. Which is the best way Amanda can create the copy for the webpages so that they rank higher in the organic search results?
Page Title Meta Description Paragraph Heading on Page
A BestBoats Series Y by BestBoats Buy the BestBoats Series Y by BestBoats – Best quality assured. BestBoats Series Y
B Buy Boats- BestBoats Series Y by BestBoats Buy Boats- Best Quality Boats from BestBoats .Series Y by BestBoats is the dream Yacht you have been waiting for. Boats from BestBoats : Series Y
C Yachts from BestBoats – Best quality, Best Deals on Yachts, Highest rated Yachts Yachts from BestBoats . Yacht Series Y by BestBoats is the dream Yacht you have been waiting for. Yachts from BestBoats – BestBoats Series Y

Answers:

  1. A
  2. B
  3. C
  4. All copies will lead to similar results.

7. In this question, you are given three incomplete sentences with two alternatives each to fill in the blanks. Identify the correct alternative for each sentence, and using the numbers denoting those alternatives, select the answer option that represents all the three correct alternatives.

I. The President, together with his wife, _______________ (1. greets / 2. greet) the guests cordially.
II. Fifty dollars _______________ (1. is / 2. are) the price of that cell phone.
III. Every one of those girls _______________ (1. study / 2. studies) in my school.

Answers:

  1. 1, 1, 2
  2. 1, 2, 2
  3. 2, 1, 2
  4. 2, 2, 1

8. In the image given above, you are given three incomplete sentences in Column I and three missing words in Column II. Identify the sentence/s which has/have been correctly matched with the missing word/s in Column II.

Answers:

  1. 1-i
  2. 2-ii
  3. 3-iii
  4. All of the above

9. What kind of writing style will you use for describing a university application process meant to be read by the student applicants and/or their parents?

Answers:

  1. Use italics for the parents and bold text for the students or vice versa.
  2. Use your normal writing style.
  3. Use a style suited for the parents, as they are more important.
  4. Use a style suited for the students, as they are more important.
  5. Use a style that will be read by both the students and the parents equally successfully.

10. Searching for “2010 OR 2011” (without quotes) in Google will show result pages that:

Answers:

  1. Show both the years.
  2. Show either of the two years.
  3. Show pages with the search term “2010 OR 2011”.
  4. Shows either 2010 or 2011, or both 2010 and 2011.

11. In the context of copyright, the phrase “exclusive right” means that:

Answers:

  1. the copyright holder is free to exercise the bundle of rights that come with the ownership of the copyright.
  2. no one other than the copyright holder can use the work without the holder’s authorization under any circumstances.
  3. Both a and b.
  4. Neither a nor b.

12. What is the best style of writing for online content?

Answers:

  1. Formal style
  2. Conversational style
  3. A mix of formal and conversational style
  4. Depends on the target audience

13. Writing materials like pens, papers, envelopes are collectively called _________. Something standing still is _________.

Answers:

  1. Stationery / Stationary
  2. Stationary / Stationery
  3. Stationery / Stationery
  4. Stationary / Stationary

14. Complete the following sentence by choosing the correct set of words from the options below.

Although _________ wanted to keep the boat all to _________, I knew it would be used extensively by both Susan and _________.

Answers:

  1. I/myself/myself
  2. I/me/I
  3. I/myself/I
  4. I/myself/me

15. Which of the following statements about the following copyright notation are true?

“Copyright 2008 Mathew S. Johnson.”

Answers:

  1. 2008 indicates the year for which the copyright is valid.
  2. 2008 indicates the year of first publication.
  3. Mathew S. Johnson is the author of the content, even though he may not hold the copyright.
  4. Mathew S. Johnson is the copyright holder.

16. What happens if you type the words Certification -Networking in the Google search box?

Answers:

  1. Google shows web pages that contain the word Certification and also those that contain the word Networking.
  2. Google shows all the web pages containing the words Certification and Networking.
  3. Google shows all the web pages in which the words Certification and Networking appear together.
  4. Google shows web pages that contain the word Certification, but do not contain the word Networking.

17. Which of the following statements are correct with regard to the images within a webpage?

Answers:

  1. Images cannot be spidered by the search engines.
  2. Important keywords related to the image should be placed in the ALT text.
  3. Images should always be kept close to the top of a webpage.
  4. Image maps should be used while including the images.

18. What does the term Keyword Prominence refer to?

Answers:

  1. It refers to the fact that choosing high traffic keywords leads to the best return on investment.
  2. It refers to the importance attached to getting the right keyword density.
  3. It refers to the fact that the keywords placed in important parts of a webpage are given priority by the search engines.
  4. It refers to the fact that the keywords in bold font are given priority by the search engines.

19. Complete the following sentence .

The better an emulsifier is, the longer the oil and the water take to _______________.

Answers:

  1. seperate
  2. separate
  3. separete
  4. seperete

20. Which of the following statements is INCORRECT with regard to searching for information on a certain place on the internet?

Answers:

  1. The information available on the official website of a country in which the place is located is the most reliable source.
  2. The information available on forums and blogs may or may not be correct and hence needs further verification.
  3. The information provided on Wikipedia may or may not be authentic and reliable.
  4. The information provided by a non-government website which sells tickets to visit the place is the most authentic.

21. Two of the sentences given below have some mistakes. Select those sentences.

Answers:

  1. The actors’ convincing acting perfectly complimented the movie’s powerful storyline.
  2. No sooner had the author enunciated his principal argument than a lively debate ensued among the participants of the seminar.
  3. Waterborne diseases, as the term suggests, spread through contaminated water.
  4. A hoard of people gathered outside the burning shop making it difficult for the fire fighters to douse the flames.

22. Which of the following is/are regarded as (a) Search Engine Optimization best practice/s?

Answers:

  1. Cross-linking
  2. Cloaking
  3. Keyword stuffing
  4. Having unique content
  5. All of the above
  6. None of the above

23. A short introductory statement in a published work such as a book is called:

Answers:

  1. foreword
  2. forword
  3. forward
  4. foreward

24. Which of the following words has/have been spelled correctly?

Answers:

  1. Excercise
  2. Millenium
  3. Irresistable
  4. Priviledge
  5. All the words have been spelled correctly.
  6. None of the words have been spelled correctly.

25. At what places in the sentence given below should commas be used?

Mark Twain’s novels she believes stand the test of time.

Answers:

  1. There should be a comma after believes.
  2. There should be a comma after novels and another one after believes.
  3. There should be a comma after novels.
  4. No commas are required.

26. Complete the following sentence by choosing the correct set of words from the options below.

The _________ was _________ for his unfair _________ of the book.

Answers:

  1. critique/critiqued/critique
  2. critique/criticized/critic
  3. critic/criticized/critic
  4. critic/criticized/critique

27. Complete the following sentences with the correct pair of words.

I. I wanted to give her a _______________ of my mind but stopped myself from doing so.
II. _______________ of mind is not a luxury, but a basic necessity of human beings.

Answers:

  1. piece…peace
  2. peace…piece
  3. piece…piece
  4. peace…peace

28. Copying a few lines from one of Shakespeare’s works without giving credit to him would be considered:

Answers:

  1. Copyright violation
  2. Plagiarism
  3. Theft
  4. Piracy

29. Complete the sentence below with an appropriate word.

He _________ the books on the table and went out to play immediately.

Answers:

  1. Lied
  2. Layed
  3. Laid
  4. Lay

30. Which of the following is true in the context of Search Engine Optimization?

Answers:

  1. It is preferable to optimize one web page for only one keyword.
  2. A keyword density of 15-20 % is regarded as optimum.
  3. The title of a web page should be at least 10 words long.
  4. It is best to concentrate the keywords in the middle of the web page.

31. Do you have to use a copyright notation on all copies of your content for the web?

Answers:

  1. No. A copyright notation is no longer an absolute necessity of the Copyright Act.
  2. Yes. The copyright notation is necessary to protect the content.
  3. No. As long as the website has a general copyright notation, it is not required to be placed below all content.

32. Complete the following sentence with the correct combination of words.

Our lawyers have informed us that while the new tax laws will not __________ our business directly, they may have an adverse _________ on the spending power of our customers.

Answers:

  1. effect / affect
  2. affect / affect
  3. effect / effect
  4. affect / effect

33. What is Anchor Text?

Answers:

  1. It is the main body of text on a particular webpage.
  2. It is the text within the left or top panel of a webpage.
  3. It is the visible text that is hyperlinked to another page.
  4. It is the most prominent text on the page that the search engines use to assign a title to the page.

34. To come before is to _________, whereas to come after is to _________.

Answers:

  1. Preceed / Succeed
  2. Precede / Secede
  3. Preceed / Seceede
  4. Precede / Succeed

35. What are some of the ways to make an article effective?

Answers:

  1. Write long articles. The longer an article, the more informative it is.
  2. Provide a catchy title, preferably containing a keyword.
  3. Break the rules of grammar.
  4. Write short and crisp sentences and stick to the point.

36. Google displays up to _____ characters of the title tag of a webpage.

Answers:

  1. 56
  2. 66
  3. 70
  4. 80

37. Searching for the phrase “Research Techniques Test” (within quotes) in the Google search box will yield:

Answers:

  1. Results excluding pages which have the phrase Research Techniques Test in the webpages.
  2. Results including pages which contain exactly the same phrase, i.e., Research Techniques Test.
  3. Results including pages which have the words Research, Techniques and Test in any order.
  4. Results including pages which have the words Research, Techniques and Test marked in bold.

38. Read the following text and point out why it does NOT make for an effective reading.Techniques for increasing eBay sales

You have been selling merchandise on eBay for quite a while now but haven’t managed to pull in the kind of sales you were expecting? Here are some smart yet simple methods to enhance your sales.

Choose a decent name and logo for your business and create a website where you give all the information a buyer could need. Next, create your own eBay store as having your own eBay store has many advantages, like you can have a longer listing duration as compared to a buy- it-now or auction style listing and you can list every single item that forms part of your inventory.

When you are selling on eBay, you are competing not only with the other sellers on eBay, but also with those selling on other websites and the conventional on-site sellers. Pricing is thus very crucial. Try and determine a price that will make buyers feel happy and won’t leave you feeling like you were not doing business but charity. Offer as many payment and delivery options as you can, such as PayPal which is a trusted and very popular mode of payment and is sure to get you a bigger number of customers than you have been getting so far.

Answers:

  1. Overuse of the passive voice
  2. Overuse of bold text
  3. Overly long sentences
  4. Inadequate information
  5. Overuse of jargon
  6. Ineffective formatting

39. Which of the following acts constitutes copyright infringement?

Answers:

  1. Reproducing facts or ideas.
  2. Reproducing a work which is in the public domain.
  3. Reproducing copyrighted material for “fair use”.
  4. Reproducing copyrighted material on a free website.

40. Which of the following sentences are grammatically INCORRECT?

Answers:

  1. The organizers are expecting less participants this time.
  2. Users need to login to submit their comments.
  3. Ricky is one of those people who loves eating out with the family.
  4. A very unique thing about the kids in this class is that they were all born on the same date!

41. At what point in time does the copyright for original website content originate?

Answers:

  1. When the author displays the copyright sign below the content or website.
  2. At the time the work is created.
  3. When the work is registered with the copyright and trademark office.
  4. When the work goes online.

42. Complete the following sentence with the correct combination of words.

He is a _________ writer who writes under a _________ name.
Answers:

  1. fictional; fictional
  2. fictitious; fiction
  3. fiction; fictitious
  4. fiction; fiction

43. Could you be guilty of copyright infringement for writing a review, commentary or summary of a copyright protected work (along with giving due credits to the copyright holder for his work) without the permission of the copyright holder?

Answers:

  1. Yes
  2. No

44. Fill in the blanks with the correct pair of words.

He was _______________ of the fact that he had made a major mistake by not heeding his _______________.

Answers:

  1. conscience…conscience
  2. conscience…conscious
  3. conscious…conscious
  4. conscious…conscience

45. A word which means the same as “Clever” is spelled as:

Answers:

  1. Ingenius
  2. Ingeneous
  3. Ingenious
  4. Ingineous

46. Which of the following statements is INCORRECT with regard to searching for information on a certain product on the internet?

Answers:

  1. The information available on the official website of the product manufacturer is the most reliable source.
  2. The information available on forums and blogs centered around the product may or may not be reliable.
  3. The information provided in the first link on Google search result page is the most reliable source of information related to the product.
  4. The information available on a website which offers to sell the product online may or may not be reliable.

47. Select the words which have been INCORRECTLY spelled.

Answers:

  1. Accomodate
  2. Maintainance
  3. Dilemma
  4. Indispensible

48. Consider the three sentences given below and identify the reason why they are not good sentences.

I. It is very unusual to find someone who has never told a deliberate lie on purpose.
II. I will revert back to you very soon.
III. You must first finish this task before you go.

Answers:

  1. Use of more words than needed.
  2. Lack of clarity of meaning.
  3. Pretentious writing style.

49. Given below are five sets of words each containing a correct spelling and an incorrect spelling of the words. Select those sets which have been arranged in the order Incorrect Spelling / Correct Spelling.

Answers:

  1. Vacillate / Vascillate
  2. Weird / Wierd
  3. Calandar / Calendar
  4. Embarass / Embarrass
  5. Accommodate / Accomodate

50. Consider the following sentences and select the appropriate answer from the options given thereafter.

Sentence 1: He makes sure to doing yoga everyday.
Sentence 2: He has made yoga part of his everyday life.

Answers:

  1. Sentence 1 is correct, but Sentence 2 is not.
  2. Sentence 1 is incorrect, but Sentence 2 is correct.
  3. Both sentences are correct.
  4. Both sentences are incorrect.

51. What results will Google generate for you if you type inurl:content writer in the search box?

Answers:

  1. It will show web pages containing the word “content” in the URL, and the word “writer” in the URL or anywhere else in the document.
  2. It will show web pages containing the words “content writer” in the URL.
  3. It will show web pages containing the words “content writer” in the title.
  4. It will show web pages containing the words “content writer” in the links to the page.

52. Which of the following is/are important component/s of formatting?

Answers:

  1. Font size
  2. Font type
  3. Size of paragraphs
  4. Use of headings and sub-headings
  5. a and b
  6. c and d
  7. a, b, c and d

53. Do you need Wikipedia’s permission to reuse textual content contained on that website?

Answers:

  1. Yes. Failing to obtain such permission will amount to copyright infringement.
  2. No. However, the reproduced material must conform to the licensing agreements under which Wikipedia’s content is licensed.
  3. Wikipedia is silent on this issue, so it is hard to say if the permission is needed or not.

54. Consider the following sentences and select the appropriate answer from the options given thereafter.

Sentence 1: You look so different from what you did a year ago! What have you done?
Sentence 2: You look so different than what you did a year ago! What have you done?

Answers:

  1. Sentence 1 is correct, but Sentence 2 is not.
  2. Sentence 1 is incorrect, but Sentence 2 is correct.
  3. Both sentences are correct.
  4. Both sentences are incorrect.

55. Complete the following sentence with the correct answer option.

Look at _______________ in that mirror!

Answers:

  1. you
  2. our
  3. you’re
  4. yourself

56. What things should you bear in mind when writing something?

Answers:

  1. Your target audience.
  2. Your purpose for writing.
  3. The message you want to convey.
  4. a and b
  5. b and c
  6. a, b and c

57. Which of the following would you use if you want to search a query on multiple search engines simultaneously?

Answers:

  1. A mega search engine
  2. A specialty search engine
  3. A meta search engine
  4. The deep Web

58. Complete the following sentence

The _______________ was a few meters away from the doctor’s clinic.

Answers:

  1. cemetery
  2. cemetary
  3. cemetarey
  4. cemetry

59. Select the correct sentence from among the following.

Answers:

  1. The person sitting besides the young boy is his father.
  2. She looked all around the place to ensure nobody was watching her.
  3. People have been observing this ritual since ages. It is unlikely they will abandon it so easily.
  4. The hall was jam-packed with people and yet things were so quite it seemed there was not a soul inside.

60. Fill in the blanks with the correct pair of words.

Carl managed to ____________ the situation with his wit and tact even as everyone waited with ____________ breath to know the final outcome of the meeting between the rivals.

Answers:

  1. diffuse…baited
  2. defuse…bated
  3. diffuse…bated
  4. defuse…baited

61. Which of the following sentence constructions are INCORRECT?

Answers:

  1. They had rarely ever been seen talking to each other before that day.
  2. Me and my sister went for a movie last night.
  3. At the age of ten, Jack’s parents sent him to a boarding school.

62. Identify the correct sentence construction from the following list of sentences.

Answers:

  1. The trapped miners families feared for the safety of their loved ones.
  2. He was very anxious about his mother’s health, which was deteriorating with each passing day.
  3. Having slept through the day, the night didn’t seem to pass.
  4. If they would have gone to the party, they would have had a lot of fun.

63. From among the four sentences given below, identify the sentences which contain words confused with other words because of similarity in pronunciation or meaning.

Answers:

  1. Skin lightning creams are extremely popular in Asia.
  2. The conservation scientist emphasized the need for everyone to be economic with their use of water.
  3. The chairman of the company spoke with great clarity and succeeded in making everyone see the rationale behind his controversial decisions.
  4. Can you please prepare a breakdown of the report, Sue?

64. Which of the following search operators lists web pages that are similar to the web page (URL) specified by you?

Answers:

  1. similar:URL
  2. related:URL
  3. like:URL
  4. site:URL

65. Consider the following sentence.

I have been busy in preparing for my final examination.

If you are asked to correct this sentence, which of the options given below will you choose?

Answers:

  1. I was busy in preparing for my final examination.
  2. I am busy in preparing for my final examination.
  3. I have been busy preparing for my final examination.
  4. The sentence needs no correction.

66. A short introductory statement or passage in a published work, such as a book, is called a:

Answers:

  1. foreword
  2. forword
  3. forward
  4. foreward

67. Which of the following is among the search engine optimization “best practices”?

Answers:

  1. Cross-linking
  2. Cloaking
  3. Keyword stuffing
  4. Having unique content
  5. All of the above
  6. None of the above

68. Which of the following statements regarding Search Engine Optimization is/are true?

Answers:

  1. In the title tag, the keywords should be placed at the end.
  2. Including keywords in the anchor text is a good SEO strategy.
  3. Keywords should never be used in the URL.
  4. All of the above are true.

69. This question contains three incomplete sentences numbered, I, II and III, and each of these sentences has two options to fill in their blanks. Identify the correct option for each sentence, and using the numbers denoting those options, select the answer that represents all the three correct options.

I. The president, together with his wife, _______________ (1. greets / 2. greet) the guests cordially.
II. Fifty dollars _______________ (1. is / 2. are) the price of that cell-phone.
III. Every one of those girls _______________ (1. study / 2. studies) in my school.

Answers:

  1. 1, 1, 2
  2. 1, 2, 2
  3. 2, 1, 2
  4. 2, 2, 1

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Upwork Office Skills

Call Center Skills Test 2016

Published by:

1. Choose the correct spelling of the word from the options below.

Answers:

  1. Pronounciation
  2. Pronuciation
  3. Pronuncitation
  4. Pronunciation

2. A solid cube is painted green on two adjacent sides and black on the sides opposite to the green sides and yellow on the remaining sides. The cube is then cut into 64 small cubes of equal size. How many cubes have three sides painted?

Answers:

  1. 2
  2. 4
  3. 6
  4. 8

3. Jack and Harry share 102 marbles so that Harry has 5 times more marbles than Jack has. How many marbles does Harry have?

Answers:

  1. 75 marbles
  2. 80 marbles
  3. 67 marbles
  4. 90 marbles
  5. 85 marbles

4. What does the ‘drop rate’ on calls refer to?

Answers:

  1. The number of calls that falls below a certain level over a given period of time.
  2. The number of calls to the helpdesk that are wrong numbers.
  3. The number of calls made rather than received by the helpdesk.
  4. The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.
  5. None of the above

5. Which of the following words cannot be formed by using the letters used in “POSTENTATION” ?

Answers:

  1. PATIENT
  2. NATION
  3. OTHER
  4. STATION

6. A few days back, when Pete had fever, he was taken to his uncle’s clinic, which is 6 Kilometers east of his house, but his uncle was not available. So, he was taken to a hospital 12 Kilometers west of his house. The doctor prescribed him a medicine. The chemist shop was 1 Kilometer west of the hospital. The minimum distance which he had to cover to come back to his home from the chemist shop was:

Answers:

  1. 7 Kilometers
  2. 9 Kilometers
  3. 11 Kilometers
  4. 13 Kilometers

7. 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?

Answers:

  1. Simply say “Sorry, I have said whatever I could” and hang up.
  2. Raise your voice and try to reason with the customer.
  3. Ask your co-worker to handle the call.
  4. Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.
  5. Patiently listen until the customer has made his or her complaint, and then begin to reason with him/her.

8. Why is it always good to particularize your intention behind the call?

Answers:

  1. 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.
  2. It isn’t, and can be pedantic. It is better to assume that the listener has some degree of intelligence.
  3. Let the caller make assumptions; otherwise it would be rude to specify details.
  4. It shows them you are the boss.

9. Choose the correct option from the following:

Answers:

  1. He sometimes acts a bit crazy, and his behavior in the class is often scandalous.
  2. He sometimes acts a bit crazy, his behavior in the class is often scandalous.
  3. He sometimes acts a bit crazy his behavior, in the class is often scandalous.
  4. He sometimes acts a bit crazy his behavior, in the class, is often scandalous.

10. Having learned a significant amount of helpdesk terminology, which of the following do you see as essentially the role of the helpdesk operator?

Answers:

  1. Solving problems and seeking customer satisfaction.
  2. Getting the salaries of all who work at the helpdesk increased.
  3. Slightly intimidating callers so that they seek their own solutions to problems.
  4. Deciding when and when not to help the callers, as due to necessary priorities, some callers cannot be helped at all.

11. Which protocol (communication standard) does the World Wide Web use?

Answers:

  1. WWW
  2. FTP
  3. IPX
  4. HTTP

12. Which information is not necessary for you to leave on your personal voicemail message?

Answers:

  1. Your name
  2. The reason why you are away from the phone
  3. Your Social Security Number
  4. Your number
  5. All of the above

13. What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?

Answers:

  1. Use their first name, it is always the friendliest option.
  2. Use their last name, such as Mr. Jones or Ms. Jones.
  3. Use their full name, with their first name in parentheses afterwards.
  4. Use Dear X to demonstrate your uncertainty, and they will probably correct you.

14. What type of software would you use to represent financial data in a tabular format?

Answers:

  1. DBMS
  2. DTP (desktop publishing) software
  3. Spreadsheet software
  4. Windows Explorer
  5. Notepad

15. I am 4 times the age of my younger brother who is only three years old. After 10 years what will my age be?

Answers:

  1. 52
  2. 42
  3. 32
  4. 22
  5. Cannot be determined

16. What is Average Wait Time in an outbound telecalling process?

Answers:

  1. The time taken to make a sale
  2. The time taken by a telecalling executive to log into the computer
  3. The time between two outbound calls
  4. None of the above

17. While commencing a sales campaign, you have been asked to talk only about the USP of the product you are promoting through tele-calling. What will you tell the prospective clients?

Answers:

  1. How the competition is gearing up to counter the huge popularity of the product.
  2. The most valuable unique advantage of the product.
  3. All the best features of the product.
  4. The shooting sales of the product.

18. What does ‘HTH’ mean in an email or on a message board?

Answers:

  1. Happy today happy
  2. Hope this helps
  3. Help the human
  4. Happy to help
  5. b and d

19. What is the extension of a file developed in Notepad?

Answers:

  1. .EXE
  2. .DOC
  3. .TXT
  4. .HTML
  5. .TEXT

20. Fill in the blank with the correct option.

A cup full of stagnant water may _____ millions of micro-organisms.

Answers:

  1. contains
  2. be contain
  3. contain
  4. have been containing

21. What does the term ‘upselling’ mean in an outbound scenario?

Answers:

  1. Trying to sell add-on products post the sale of a primary product
  2. Increasing the sale of a primary product
  3. An upward trend in sales
  4. There is no such term

22. Which of the following are significant skills to look for when hiring helpdesk staff?

Answers:

  1. Whether they can make tea or coffee for the other staff.
  2. How well traveled they are in the world.
  3. How polite and helpful they can be on the telephone.
  4. Previous helpdesk experience, with references, in the same industry.
  5. c and d

23. What is the missing number in the following series?

12, 144, 16, ?, 18, 324

Answers:

  1. 256
  2. 216
  3. 238
  4. 234

24. Complete the following sentence by choosing the correct spelling of the missing word.

The church members accused the cult of _______________ practices.

Answers:

  1. sacreligious
  2. sacrelegious
  3. sacrilegious
  4. sacrilgious

25. Which of the following skill sets are essential in telesales to improve conversation rates?

Answers:

  1. Questioning/Probing
  2. Listening
  3. Use of silence
  4. All of the above

26. Which of the following is the best advice when writing a business e-mail?

Answers:

  1. To use varied italics, colors and special fonts because people like to see them.
  2. To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.
  3. To make detailed demands in long paragraphs, with the implication of wrongdoing on the part of the receiver.
  4. To panic, but then recover, and decide to send the message by regular mail, as this is definitely more secure.

27. Which of the following monitor the service level performance in terms of caller information?

Answers:

  1. Number of calls received.
  2. Number of calls transferred.
  3. Number of calls dropped.
  4. Number of calls held waiting for given periods of time.
  5. All of the above

28. Which of the following sentences are appropriate when you are asking for somebody on the phone?

Answers:

  1. Yo, Mr. Jones
  2. Hello, could you please connect me to Mr. Jones?
  3. Get me Mr. Jones, please
  4. Good morning, I was wondering if I could speak to Mr. Jones?
  5. b and d

29. What does it mean to ‘respect somebody else’s bandwidth’?

Answers:

  1. To measure the width of the desktop PC in comparison to a laptop of the same brand.
  2. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
  3. To be conscious of how much storage space you are controlling in any given communication, since everyone has only limited space.
  4. To allow them two communications for every single communication of your own.
  5. None of the above

30. Complete the following sentence by choosing the correct spelling of the missing word.

Peter always makes such a _____________ of himself!

Answers:

  1. nuisance
  2. nuisents
  3. newsanse
  4. nuisince

31. Which things should you keep in mind while making a call?

Answers:

  1. Not to have a blunt or unfriendly tone.
  2. Being attentive to the customer’s needs.
  3. Whether you are using your own full name or first name, whichever seems more polite in the circumstances.
  4. Whether you are using the customer’s full name (unless you have been permitted by him to use his first name).
  5. All of the above

32. Which of the following is important when handling a business client with whom you might have a long-term relationship?

Answers:

  1. 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.
  2. See that their first concern is met, and then let the call end.
  3. Ask if you can call them back if you are busy.
  4. Compliment them on their choice of business partner, rather than deal with their concerns.

33. How often is it sensible to use ‘reply all’ when replying to an e-mail?

Answers:

  1. As often as possible, the more people know the information, the better.
  2. Always, as e-mails should have at least two recipients at all times.
  3. Only if the information is really relevant to everyone on the list; otherwise, it is advisable to use ‘reply all’ to the minimum.
  4. You should use ‘reply all’ about twice as often as you use simply ‘reply’.
  5. None of the above

34. Fill in the blank with the correct option.

Usually, cartoon strips _____ in the “Leisure” section of this newspaper.

Answers:

  1. appear
  2. appears
  3. were appearing
  4. did appear

35. You should smile when you’re on the phone. Which of the following effects can it have?

Answers:

  1. It is an urban myth and has no real effect — the person cannot see you.
  2. It passes into your tone of voice and can make the call more appealing.
  3. The caller can detect your grin, but not always positively.
  4. The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.
  5. None of the above

36. Who should control the flow of conversation in a successful telesales pitch?

Answers:

  1. The customer
  2. The teleselling agent
  3. The script
  4. Both a and b

37. 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.

Answers:

  1. flabergasted
  2. flabberghasted
  3. flabbergasted
  4. flabbergashted

38. If you have multiple windows open at the same time, which key combination allows you to switch between windows.

Answers:

  1. Press Ctrl and V.
  2. Press Alt and Tab.
  3. Press Ctrl and K.
  4. Press Alt and Pause.

39. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

Answers:

  1. Learning all the numbers from 0-9, and their various combinations for use when dialing.
  2. Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line.
  3. Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.
  4. a and b
  5. All of the above

40. If the 10th of January of a Leap year falls on Saturday, the 11th of March of the same year will fall on a:

Answers:

  1. Monday
  2. Wednesday
  3. Thursday
  4. Saturday

41. Identify the misspelled word in the list below.

Answers:

  1. Rhythmical
  2. Reminiscence
  3. Rheumatism
  4. Resevoir

42. Why is it sometimes important not to leave out the message thread, i.e. the reference to the previous messages in the e-mail chain?

Answers:

  1. To be polite. People always expect to see the thread.
  2. To help the receiver comprehend the latest message better, and show the history of the messages that led up to this point in the exchange.
  3. Because it looks like an oversight. The thread should always be there.
  4. None of the above

43. Fill in the blank with the correct option.

Guitars, drums, and flutes _____ musical instruments.

Answers:

  1. are examples in
  2. are examples to
  3. are examples of
  4. is examples of

44. A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?

Answers:

  1. 5%
  2. 20%
  3. 25%
  4. 40%
  5. None of the above

45. Identify the misspelled word in the list below.

Answers:

  1. Parallel
  2. Prevalent
  3. Prejudice
  4. Perserverance

46. Which of the following is considered polite if you have an interruption while speaking to a caller?

Answers:

  1. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
  2. Wait for five minutes, will you.
  3. Got to go — I’ll call you back later.
  4. Wait there, I’ll back.

47. What is an IVR?

Answers:

  1. Instant Voice Recorder
  2. Interactive Voice Response
  3. International Voice Recorder
  4. International Voice Rights

48. What does ‘receiving a buying signal’ from a prospective client mean?

Answers:

  1. Resetting all computers due to an incredibly large order coming through.
  2. A formal agreement by the client to buy the product. This agreement can be through phone, e-mail or fax.
  3. A request by the client to the Company to contact him about a particular product or service.
  4. A comment from the client that indicates that he is considering, to whatever extent, buying your product.

49. The number which is one fourth of the one third of the quarter of 288 is:

Answers:

  1. 18
  2. 6
  3. 12
  4. 3

50. Which of the following are good initial responses to the customer who is calling because they ‘can’t log-in’?

Answers:

  1. Advising the caller to log-in using a different computer even if he or she has to change location.
  2. Referring them to your boss after asking a few preliminary questions.
  3. Asking the caller to check the basics i.e. whether the password is correct, the caps lock key isn’t on and the network cable isn’t unplugged.
  4. Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them.

51. What is the term used for the incoming calls that are logged but not yet resolved?

Answers:

  1. Unresolved calls
  2. Only logged calls
  3. Open calls
  4. Process calls
  5. Pipeline calls

52. Which of the following is true regarding deleted files in Windows?

Answers:

  1. Once the files have been deleted, there is no way available for recovering them.
  2. The last 100 files that have been deleted can be recovered.
  3. The deleted files are sent to a Recycle Bin.
  4. The deleted files can be recovered as long as the computer has not been switched off.

53. Which of the following is the best explanation of ‘netiquette’?

Answers:

  1. Electronic netball practice.
  2. ‘Internet etiquette’ or even ‘ethics on the net,’ the correct way to interact in an online setting.
  3. Networking expertise, especially when off-line.
  4. Online chat-rooms for sophisticated Mac and PC users.

54. 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.

Answers:

  1. itenreray
  2. itinerary
  3. iteneray
  4. itinirary

55. 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.

Answers:

  1. barbecue
  2. barbequeue
  3. barbycue
  4. barbcue

56. Which of the following is the best course to adopt after you have sent a message that you didn’t intend to send, or sent to the wrong recipient?

Answers:

  1. Make a request for the e-mail to be recalled or sent back to you.
  2. Race over to the recipient’s computer, especially if he or she lives or works locally, and delete the message manually.
  3. Send a follow-on message explaining that the previous message was a mistake, with a brief apology and explanation that the message can be ignored.
  4. Jump up and down in frustration and tear your hair.
  5. All of the above

57. Choose the correct option for the underlined words.

Tom had a passion for toys; robots, airplanes, toy cars and guns.

Answers:

  1. toys. Robots
  2. toys-robots
  3. toys: robots
  4. toys: robots,

58. Which of the following is right about time delays between e-mail exchanges?
Answers:

  1. 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.
  2. Always reply within 24 hours, and expect the same from others.
  3. 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.
  4. Always allow a month for a reply, and reply to the e-mails received within three weeks.

59. To be effective, a sales presentation should have:

Answers:

  1. a good tone
  2. a crisp pace
  3. interactivity
  4. smooth transitions

60. 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?

Answers:

  1. Just begin talking business, he or she will realize soon enough.
  2. Interweave what you are talking about with who you are, and the message will be crystal clear.
  3. Spend five minutes introducing yourself before getting to the point — it will save time later.
  4. 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.

61. Which of the following does the call cycle time include?

Answers:

  1. Closing the call, and call logging.
  2. Break times, lunch and when the office is closed.
  3. Diagnosing the problem, and providing a solution to the problem.
  4. a and c
  5. a and b

62. What should you do if you do not want to type your name at the end of every email you send?

Answers:

  1. Only sign emails which you send to business associates.
  2. Do not sign at all as people know who the email is from, courtesy your return email address.
  3. Include the ‘from’ information in the subject line so you can save the time of ‘signing’ the email.
  4. Create a signature that will get automatically attached to every email you send.

63. While making an outbound call, if you, as a telemarketing executive(TME), are not able to get the target customer, and the call is picked by a member of his/her family, what will be your next step?

Answers:

  1. To force the listener to listen to your pitch
  2. To try and know more about the financial background of the target customer
  3. To politely inquire about the best time when the target customer would be available
  4. Simply to bang the phone

64. Consider the following statements:

P,Q,R are intelligent
P,S,T are hardworking
S,R,T are honest
P,Q,T are ambitious

Who among them is neither hardworking nor ambitious?

Answers:

  1. P
  2. Q
  3. R
  4. T

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