•_______ • Vic! • __________________•

Question 1
Select the appropriate possessive pronouns that best complete the sentence below.



"_____ speech is best improved by working through the exercises on _____ computer."


Your answer (correct): His/Her, His/Her

Question 2
Select the appropriate indefinite articles that best complete the sentence below.



"___ good idea is to move your mouse over ____ area where you want to learn more information about, and choose ______ exercise that fits your learning need."
Your answer: A, the, the
Correct answer: A, an, an

Question 3
The main objective of conversational American English skill training and practice is what?
Your answer (correct): All of the above

Question 4
Listen to the customer interaction (above) and select which area of conversational skill needs the most improvement.
Your answer: Listen & Reply: Agent does not capture information given the first time by the customer
Correct answer: Call Control: Agent does not pause when required by context or punctuation

Question 5
True or False: It is quite common for new Agents to be so focused on their resources, the product they support, or navigating through the applications, that they forget to interact with the customer in a natural (conversational) manner.
Your answer (correct): True

Question 6
American English conversational skills are extremely important during customer interaction because they achieve which of the following?
Your answer (correct): All of the above

Question 7
Select the appropriate possessive adjectives that best complete the sentence below.



"This is _____ language lab where you can improve _____ English skills, which helps us all achieve _____ goals."


Your answer (correct): Our, your, our

Question 8
Listen to the customer interaction (above) and select which area of conversational skill needs the most improvement.
Your answer (correct): Fluent Delivery: Fillers, repetitive "uhs" and "umms" and reading to self distracts from the call

Question 9
When might increased volume in your speech be needed during a customer call?
Your answer (correct): A & B

Question 10
There are appropriate reasons to pause when speaking. Which below are reasons for pausing?
Your answer (correct): All of the above

Question 11
From the list below, identify the possessive adjectives.
Your answer (correct): A & B

Question 12
English has two types of articles. Their use depends mainly on whether you are referring to any member of a group, or to a specific member of a group. These articles are known as:
Your answer (correct): A & B

Question 13
True or False: In a broad sense, an article is a type of adjective, that is, it describes a noun. They are the "simplest" adjectives and are often not recognized as such.
Your answer (correct): True

Question 14
What is the difference between a Definite and Indefinite article and which is which?
Your answer: C & D
Correct answer: A & B

Question 15
Select the articles that best complete the sentence below.



"Go ahead the click on _____ practice module called, "Idioms & Expressions" and select _______ second exercise, which will cover ______ area we discussed."
Your answer: a, the, an
Correct answer: the, the, the

Question 16
True or False: Possessive adjectives show whom things belong to, or possession.
Your answer (correct): True

Question 17
True or False: Decreased volume in your speech during a customer call may help to show sincerity to an upset customer, to apologize for an unmet expectation, and to counteract yelling by an angry customer.
Your answer (correct): True

Question 18
Pronouns stand for or refer to which of the following?
Your answer (correct): B & D

Question 19
Possessive pronouns show ownership. Some are used alone. Some describe a noun. Which sentences demonstrate correct use of both of these cases?
Your answer: That is her training computer
Correct answer: A & C

Question 20
Which tips below are useful in improving and sustaining excellent American English conversational skills?
Your answer (correct): All of the above

Question 21
When should you use intonation in your speech to emphasize particular items?
Your answer (correct): All of the above

Question 22
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 23
Which phrase(s) below demonstrate "future" timeframes using the present continuous form?
Your answer (correct): A & C

Question 24
Which sentence(s) below demonstrate "Active" voice?
Your answer (correct): A, C, & D

Question 25
A good self-check to avoid speaking too quickly to the American customer is:
Your answer (correct): All of the above

Question 26
What is an example of incorrect verb tense used in the call?
Your answer (correct): Verb "loss" should be changed to past tense - "lost"

Question 27
Americans are known for their directness in communication. How is this directness best understood by those servicing the U.S. customer?
Your answer (correct): They call the customer service line for service and their sole concern is to resolve their problem or get their question answered. No offense is intended.

Question 28
True or False: The more relaxed the vocal chords are, the more they vibrate and allow for a wide range of high and low pitched sounds to be produced.
Your answer: True
Correct answer: False

Question 29
True or False: Inside the voice box, tiny muscles called vocal chords are the main sound producers.
Your answer (correct): True

Question 30
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 31
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

Question 32
Where in the ACE Evaluation Tool Guidelines can you find direction on where you can find training modules that match your opportunity areas?
Your answer: None of the above
Correct answer: For each element evaluated there is a reference called "From the DECK" that refers me to modules I can practice to get better in my lower achieving areas

Question 33
After the Greeting, Agents question contains an error. What is this error and where should it be scored?
Your answer: The question is asked to quickly and is not understood by the customer. Score the problem under Words & Phrases in the Correct Pronunciation Category.
Correct answer: A pronoun is omitted in the question. Score under Omits Words in the Professional Word Choice Category.

Question 34
Active Listening errors can also be demonstrated by Agents not responding to customer questions or understanding the underlying tone. What are examples of this type of error during the customer's call?
Your answer (correct): All of the above.

Question 35
What are examples of how Agent demonstrates active listening in this interaction?
Your answer (correct): A,B,& D