•_______ • Vic! • __________________•

Question 1
English sentences can be constructed using what 'Voice' types?
Your answer: Passive, active, and irregular
Correct answer: Active and passive

Question 2
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 3
The 'will' verb form is usually used in three situations. They are?
Your answer (correct): Volunteering to do something, deciding to do something, and forcing someone to do something

Question 4
Which phrase(s) below demonstrate 'future' timeframes using the present continuous form?
Your answer (correct): A & C

Question 5
Which phrase(s) below demonstrate 'future' timeframes using the present simple form?
Your answer (correct): A & B

Question 6
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 7
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 8
The 'voice' of a verb does what?
Your answer (correct): Describes whether the subject of the sentence performs or receives that action

Question 9
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 10
Which sentence(s) below demonstrate 'Active' voice?
Your answer (correct): A, C, & D

Question 11
What is meant by reading something 'verbatim'?
Your answer (correct): Reading the precise words, word for word

Question 12
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 (correct): 'Will', 'going to', present continuous, and present simple

Question 13
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 (correct): True

Question 14
Which are examples where the future 'will' verb form is used?
Your answer (correct): B, C, & D

Question 15
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 16
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 17
Read the following passage and select the best answer:

'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: All of the above
Correct answer: 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 18
A good self-check to avoid speaking too quickly to the American customer is:
Your answer (correct): All of the above

Question 19
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 20
When should you use intonation in your speech to emphasize particular items?
Your answer (correct): All of the above

Question 21
True or False: Because many Americans speak only one language, they may not be sensitive to the difficulties of other individuals trying to speak English, and may speak fast or very loudly to 'help you understand them better.'
Your answer (correct): True

Question 22
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 23
The simple present tense is one of the most common tenses in English. The two basic verb forms are verbs that end in 's' and those that don't. Which subjects need an 's' added to the verb?
Your answer: Third person, plural subjects
Correct answer: He, She, It

Question 24
What is the correct way to make the verb 'disconnect' past tense?
Your answer (correct): Add 'ed' to make the verb past tense

Question 25
Which two anatomical components are necessary for the basis of all vocal sounds?
Your answer: Mouth & nose
Correct answer: Mouth & larynx (voice box)

Question 26
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 (correct): All of the above

Question 27
How can you determine which elements of the ACE Quality Evaluation Tool are most important?
Your answer: Add up all 'Points Possible' for each of the 5 categories
Correct answer: Check the 'Points Possible' for each element within the 5 categories

Question 28
Which best describes the ACE quality expectations?
Your answer: You are expected to adhere to at least 80% of all major ACE quality categories and sub-categories on each call
Correct answer: You are expected to adhere to all categories and all elements within each category of the ACE Guidelines on all calls

Question 29
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

Question 30
What is the ultimate goal of the ACE evaluation and coaching?
Your answer (correct): To work toward constant improvement and refinement of Accent & Conversational English Skills