•_______ • Vic! • __________________•

Question 1
True or False: Possessive adjectives show whom things belong to, or possession.
Your answer (correct): True

Question 2
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 3
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 4
Which tips below are useful in improving and sustaining excellent American English conversational skills?
Your answer (correct): All of the above

Question 5
The main objective of conversational American English skill training and practice is what?
Your answer (correct): All of the above

Question 6
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: the, a, an
Correct answer: the, the, the

Question 7
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, an, the
Correct answer: A, an, an

Question 8
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 9
Pronouns stand for or refer to which of the following?
Your answer (correct): B & D

Question 10
What is the difference between a Definite and Indefinite article and which is which?
Your answer: C & D
Correct answer: A & B

Question 11
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 12
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 13
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 14
From the list below, identify the possessive adjectives.
Your answer (correct): A & B

Question 15
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 16
When might increased volume in your speech be needed during a customer call?
Your answer (correct): A & B

Question 17
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 18
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 19
There are appropriate reasons to pause when speaking. Which below are reasons for pausing?
Your answer (correct): All of the above

Question 20
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 21
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 22
What are some important reasons accurate reading is critical during customer interactions?
Your answer (correct): All of the Above

Question 23
English sentences can be constructed using what "Voice" types?
Your answer (correct): Active and passive

Question 24
Which phrase(s) below demonstrate "future" timeframes using the present continuous form?
Your answer (correct): A & C

Question 25
When should you use intonation in your speech to emphasize particular items?
Your answer (correct): All of the above

Question 26
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 27
What is the correct way to make the verb "disconnect" past tense?
Your answer (correct): Add "ed" to make the verb past tense

Question 28
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 (correct): He, She, It

Question 29
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 30
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 31
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 32
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 33
Which best describes the ACE quality expectations?
Your answer (correct): You are expected to adhere to all categories and all elements within each category of the ACE Guidelines on all calls

Question 34
Within the first 10 seconds of the call, the customer has to clarify what Agent has asked for. What were the contributing factors to the customer's confusion and which areas would you coach?
Your answer (correct): Correct Pronunciation elements & Rate of Speech

Question 35
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.