WorksheetsCCS Pre Test
Total questions: 85
Worksheet time: 53mins
Computers should be connected to the ________________so that no
confidential data or information of the company is saved in the local drive.
A. telephone
B. wire
C. Internet
D. cellphone
With the use of the _______________, the customer on the other line will
not be able to hear the conversational noise of your co-worker.
A. personal cubicle
B. mouse
C. microphone
D. keyboard
It is a type of software that manages the computer's memory, processes,
and all of its software and hardware.
A. Application software
B. Operating system
C. Hardware
D. Software
MS word is what type of software?
A. Application software
B. Operating system
C. Office system
D. Hardware system
It is one of the primary ways we communicate with the computer and
enter data.
A. mouse
B. monitor
C. keyboard
D. computer case
It lets you point to objects on the screen, click on them, and move them.
A. mouse
B. monitor
C. keyboard
D. computer case
It is the physical, electronic and mechanical parts of a computer system.
A. software
B. application
C. hardware
D. system
It is an electronic device that receives data, processes data into
information, and produces a result and stores data.
A. computer
B. television
C. hardware
D. software
It houses the motherboard, central processing unit (CPU), power supply,
and more.
A. mouse
B. monitor
C. keyboard
D. computer case
It displays information in visual form, using text and graphics.
A. printer
B. scanner
C. monitor
D. speaker
This is a computerized system that analyzes incoming calls and distributes the calls based on the varying factors.
Automatic Call Distributor
Email Response Management System
Interactive Voice Response
Workforce management System
This is your personal space. Conversation with a customer is given much importance and is treated with strict confidentiality.
This tool is the main tool in assisting your customers. It should be connected to the internet so that no confidential information of the first party company is saved in the local drive.
Call Master
Headset
IP Phone
Personal Computer with Internet connection
Which of the following is NOT a specific type of call center?
Inbound call center
Outbound call center
Automated call center
Loud call center
Inbound call centers are typically used for all of the following EXCEPT:
technology support
completing transactions
chat support
sales cold-calling
Which of the following are important components of good communication as it relates to customer service:
making eye contact when interacting face-to-face
using a friendly tone and a smile
All of the answers are correct.
using proper grammar and spelling in written communications
What role does empathy play in providing good customer service?
It helps the customer understand why you cannot solve his problem.
It conveys to the customer that you will do whatever it takes to make sure they leave satisfied.
It shows that you understand how the customer feels.
It gives the customer someone to blame for the problem they are having.
Which of the following soft skills are key components of providing good customer service?
Active listening
Sense of humor
Positive attitude
Problem solving
All of the answers are correct.
Telephonic Customer Service Agents work within what type of setting?
Dining Room
Classroom
Call Center
Sanctuary
What type of Call Center Customer Service is provided by a CSR?
Auto Repair
Inventory
Billing
Painting
Which Employee Type is responsible for his/her own payroll tax payments?
Contractor
W-2 Employee
Volunteer
Parent
An inbound call is initiated by....
General Manager
Quality Assurance Manager
The Customer
Store Owner
Which is a type of call center operation?
Day Care
Outbound
Informercial
Shopping
Customer Service Reps Who Work From Home is in what worker category?
Teleworker
Farm Worker
Postal Worker
Multi Level Market Agent
People who are good with helping people may choose to work in which type of job?
Scientist
News Reporter
Management
Customer Service
Which is not a call center operation?
Billing
Reservations
Landscaping
Collections
The Call Center Agent is the first impression a company makes
True
False
Which title is not used in reference to a customer service agent?
Customer Support Professional
Call Center Agent
Engineer
Customer Service Representative
These are heavy users of knowledge management systems for solving problems and issues regarding a product.
academic instruction
booking
directory
technical support
Refers to the comapany/ies you represent
representative
clients
agent
BPO
Refers to the understanding the relationship between their jobs and its impact to business and customers.
business acumen
call management
conflict resolution
cross selling
Refers to the gathering of relative information, and analyzing situations then applying appropriate interventions to resolve an issue or to come to a decision.
decision making
managing diversity
managing stress
multitasking
The ability to interact with a variety of people in the workplace.
managing diversity
multitasking
cross selling
business acumen
The ability to work effectively with others and contribute to team task accomplishment.
time management
good team player
peer coaching
technical literacy
Greet the costumer politely and make sure that you speak clearly in handling the call.
prompts and greetings
manner of conversation
confirm messages
redundancy
Refers to an important resource for updated telephone lists, addresses and names.
directory
technical support
data gathering sales
sales
This deals with troubleshooting of the clients product.
directory
technical support
data gathering sales
sales
Its main task is providing customers with product and service information.
directory
technical support
data gathering sales
sales
Basic knowledge of computer usage, windows application, e-mail and internet and that ability to learn organization-specific software.
decision making
technical literacy
stress management
peer coaching
Offering support and guidance to co-workers.
peer coaching
multitasking
cross selling
decision making
Managing multiple priorities or assignments simultaneously.
multitasking
stress management
cross selling
stress management
Companies generate large amount of data, recording and storing these online with the data being held at a third party's premises.
data cleansing
costumer service
legal service
procurement
It means you need to be a patient and calming influence when interacting with costumers at all times.
professionalism
communication
desire to solve problem
great listener
It requires you to have the fundamental sincerity to help others.
professionalism
communication
desire to solve the problem
great listener
It is contact center representative skill where costumer want you to understand their issue with the hope you will be able to assist them.
professionalism
communication
desire to solve problem
great listener
How many time zones are in the U.S. altogether?
4
8
6
7
if you cross a time zone line going east you must.....
subtract an hour from your watch
add an hour to your watch
What time zone would California be in?
Pacific Time
Mountain Time
Western Time
Eastern Time
If it is 5:00 pm in Miami, Florida, what time is it in Denver, Colorado?
3:00pm
8:00pm
4:00pm
6:00am
The NFL game starts at 8 p.m. in our time zone. What time will it start in California?
10 p.m.
6 p.m.
5 p.m
11 p.m.
How many time zones are there in the world?
24
12
6
48
If it is 2:00 PM in Cleveland, Ohio, what time is it in Miami, Florida?
2:00 PM
12:00 PM
3:00 PM
1:00 PM
Approximately how wide is each time zone, in degrees?
5o
10o
15o
20o
Where is all time measured from?
Greenwich Meantime
0o longitude
Prime Meridian
All of the above
Why aren't time zone boundaries completely straight?
so they don't split cities, coutrires or buildings
to allow for travel time
for train and airplane schedules
because of landforms
When you head west across the International Date Line, it becomes the next day.
True
False
Places that are located to the West...
Are at an earlier time
Are at a later time
Which hemisphere gets each day first?
northern
southern
eastern
western
What causes day and night?
the sun moving around the Earth
the Earth moving around the sun
rotation
revolution
The international dateline measures _____________ degrees
100
90
180
360
You are flying in a plane from Australia to the United States on Friday afternoon. What happens when you cross the international dateline?
becomes Thursday
becomes Saturday
nothing
you add and hour to your watch
12:00 a.m. is....
midnight
noon
Thursday becomes Friday at 12:00 p.m.
true
false
if it is 5:00 p.m. in Pittsburgh when you leave on a 4 hour flight to California, what time do you arrive?
6:00 p.m.
7:00 p.m.
9:00 p.m.
11:00 p.m.
P.M. stands for....
past midnight
post meridiem
post malone
past morning
What is a mouse
Device used to move the cursor on the computer screen
Connected panel controlling how you type on the screen
Device used to forward data to and from different networks
Small, connectable device that stores data and helps transfer onto different devices
what is a CD/DVD drive?
Drive that reads the format of discs
Output device that shows information on a screen
Expansion device that produces sound
Software used to handle basic needs and functions
What is a monitor?
Computer that sits on any desk
Portable cordless computer that runs on a battery
Machine used to print information
Output device that shows information in pictures on a screen
what is a desktop computer?
Computer memory able to be read and changed
Computer designed for work on a desk
Portable, smaller computer
Optional device used for having sound privately
what is an ethernet cable?
Networking cable used with networks
Handheld device used to control your screen
Computer part that controls everything else using basic math and logic
Networking device used to forward data from different networks
What are headphones?
Speakers attached to headband for private listening
Device that increases the sound quality of the computer through an attachment
Expansion that provides input and output audio signals
Board used to control writing information
what is a keyboard?
Rows of keys used to control putting information on the screen
Device used for holding onto information
Part that's considered the brains of the computer
Software that provides common services for computer programs along with other jobs
what is a memory RAM?
Computer data that can be read and changed
Used to connect to networks
Software that supports basic functions
Instructions used to make computers perform a specific task
what is a printer?
Rows of keys used to insert information onto the screen
Connected part of the computer used to control what's happening on the screen
Device that prints out information
Drive that reads disc formats
what is hardware?
Technical parts of a computer
Brains of the computer
Part used to amplify sound
Instructions used for the computer to carry out a certain task
what is a router?
Part used to forward data between networks
Software that manages different computer needs
Portable part used to hold data
Part used to do things like basic math and logic to help different tasks
what is a sound card?
Produces sound through speakers or headphones
Output device that displays information
Collectible parts of a computer
Device that makes sound louder
what is a speaker?
Device that controls and amplifys sound
Device that controls whats going on on the screen through a cursor
Networking cables
Device that forwards packets between networks
what is a laptop?
Software that supports computers basic functions
Computer that stays at a desk and is connected through wires
Computer memory that can be read and changed
Portable computer that uses a battery
what is a CD/DVD?
Portable computer that uses a battery
Device that saves data
Disc that holds data
Brains of the computer that help make tasks possible
what is a CPU?
Device that helps control the sound and make it louder
Brains of the computer that help make tasks possible
Collection of instructions used to preform a task
Different parts of the computer
what are programs?
Headband used to help with private and controlled listening
Device that prints out information
Way to put information on the computer screen
Collection of instructions used to preform a task
what is a processor?
Chip that receives input and helps with the output
Software that manages basic computer functions
Moves data across different networks in packets
Different parts of the computer
what is an operating system?
Software that supports basic functions
Portable computer that uses a battery
Network cable that works a form of WiFi
Portable way to have data
what is a flash drive?
Speakers attached to a headband for private listening
Device used for storing data and transferring it
Networking wires
Device that will amplify sound
