•_______ • Vic! • __________________•

Question 1
True or False: Periods are used in abbreviations, and to indicate the end of sentences. It is appropriate to pause after each period when reading aloud.
Your answer (correct): True

Question 2
How would an American read back the following dollar amount for verification: $211.11?
Your answer (correct): Two-hundred eleven dollars, and eleven cents.

Question 3
Read the following passage and select the best answer:\r\r\'The information you give to us will be used to refer you to assistance programs. It may be shared with other assistance providers to ensure there is no duplication of benefits. It may also be shared with state and local governmental agencies to help reduce further losses. If you knowingly make false statements to obtain aid, it is a violation of Federal and State laws.\'
Your answer (correct): This Privacy Act requires 100% accurate reading because it provides important information to the customer and warns them about the consequences of false statements to obtain aid

Question 4
What are the main differences between the \'Voice\' types?
Your answer (correct): In one, the subject receives the action expressed in the verb; in the other, the subject performs the action expressed by the verb

Question 5
How would an American read back the following phone number for verification purposes: 5706521211?
Your answer (correct): 570 (pause) 652 (pause) 12 (slight pause) 11

Question 6
Which are examples where the future \'will\' verb form is used?
Your answer (correct): B, C, & D

Question 7
When should you use intonation in your speech to emphasize particular items?
Your answer (correct): All of the above

Question 8
A good self-check to avoid speaking too quickly to the American customer is:
Your answer (correct): All of the above

Question 9
The \'voice\' of a verb does what?
Your answer: Describes how the subject performs the action
Correct answer: Describes whether the subject of the sentence performs or receives that action

Question 10
What are some important reasons accurate reading is critical during customer interactions?
Your answer (correct): All of the Above

Question 11
True or False: The choice between using the active or passive voice in writing is a matter of style, not correctness. Generally, passive voice is considered wordy and weak.
Your answer: False
Correct answer: True

Question 12
English sentences can be constructed using what \'Voice\' types?
Your answer: Passive, active, and irregular
Correct answer: Active and passive

Question 13
True or False: Speech intonation changes include all of the following: greater volume, more intensity of feeling, slow and deliberate expression, pausing before or after a statement, lowering the tone, and changing the pitch.
Your answer (correct): True

Question 14
In English, there are many ways of talking about events in the future. There are generally four main verb forms used when talking about future time. They are?
Your answer: \'Will\', \'going to\', present continuous, and past simple
Correct answer: \'Will\', \'going to\', present continuous, and present simple

Question 15
Which sentence(s) below demonstrate \'Active\' voice?
Your answer (correct): A, C, & D

Question 16
The \'will\' verb form is usually used in three situations. They are?
Your answer: Volunteering to do something, deciding to do something, and referring something to someone else
Correct answer: Volunteering to do something, deciding to do something, and forcing someone to do something

Question 17
American culture takes speech a bit slower. While American speech may differ by regions, the average American speaks at what rate?
Your answer (correct): 150 words per minute

Question 18
True or False: Many dating systems begin with D/M/Y (Day / Month / Year). In American English, the order is M/D/Y (Month / Day / Year).
Your answer (correct): True

Question 19
Which phrase(s) below demonstrate \'future\' timeframes using the present simple form?
Your answer (correct): A & B

Question 20
Which phrase(s) below demonstrate \'future\' timeframes using the present continuous form?
Your answer (correct): A & C

Question 21
Why is learning how to adjust your voice important for improving the quality of customer interactions over the phone?
Your answer (correct): All of the above

Question 22
After the customer asks for a specific Agent in Tier 2 tech support, Agent\'s response is not understood by the customer. This was a result of?
Your answer: Poor listening skills
Correct answer: Poor pronunciation

Question 23
True or False: The indefinite pronouns anyone, everyone, someone, no one, and nobody are always singular and, therefore, require a singular verb.
Your answer (correct): True

Question 24
Saying individual words correctly involves which of the following?
Your answer (correct): Using the right sounds to vocalize words (pronunciation) correctly and stressing the right syllables

Question 25
Although building rapport with a customer is important, what topics should you avoid discussing with an American customer?
Your answer (correct): Religion, politics, or other controversial subjects [e.g., abortion, racism, sexism]

Question 26
What is the most important step in the ACE evaluation process?
Your answer (correct): You get feedback on how you scored over the areas of Accent & Conversational English on a sample of your calls and you are coached over your weak areas and given recognition on your strengths

Question 27
Why is it important to understand the evaluation tool and guidelines?
Your answer (correct): It is important to understand what standards of Accent & Conversational English you will be evaluated against

Question 28
Active Listening errors are commonly demonstrated by Agents asking questions that customers have already answered (directly or indirectly). What is an example of this error during the customer\'s call?
Your answer: Agent asks if the customer has placed a web (online) order before
Correct answer: All of the above

Question 29
Which ACE quality category contains the highest points possible?
Your answer (correct): Correct Pronunciation

Question 30
Which of the following describes the main objective of the ACE \'Quality Assurance\' training module?
Your answer (correct): To understand what elements of Accent & Conversational English are measured, what point values are assigned to each, and what performance expectations are