CCES 2 II Partial review

CCES 2 II Partial review

Professional Development

12 Qs

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CCES 2 II Partial review

CCES 2 II Partial review

Assessment

Quiz

English

Professional Development

Practice Problem

Hard

Created by

Mayra Cubas

Used 1+ times

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12 questions

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1.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Modal verb that express obligation

must

may

might

could

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The definition for the phrasal look into is:

to wait for a moment

to try to discover the facts about something such as a problem

to check in the system

to take care of someone or something.

3.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Select the correct sentence for the phrasal add up.

Just add up a moment please.

I will ad up your baby this weekend.

Let me add up the total amount of your bill.

I'll be more than glad and add up you today.

4.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The rules for active listening are:

Acknowledge

Say Sorry

Have empathy

Backchanneling

Place on hold

Show empathy

Assure assistance

Apologize

Take action

Acknowlege

Make sure you understand

Take action

5.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Select an advice to deal with sarcasm.

Answer to it as a straight complaint.

Answer with more sarcasm

Laugh, to build rapport.

Ignore and continue.

6.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

When you take action to demostrate your active listening, you should:

Validate the customer's feelings.

Clearly explain your next steps to resolve the issue.

Say sorry

Demostrate your real empathy

7.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Select the passive voice for the following sentence: They make these cars in Japan.

These cars were made in Japan by them.

This cars was made in Japan by them.

The cars are made in Japan by them.

The cars was made in Japan by them.

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