Republic of the Philippines

DEPARTMENT OF EDUCATION
REGION III
KAKAWATE NATIONAL HIGH SCHOOL
Paradise III, City of San Jose del Monte, Bulacan

FIRST SUMMATIVE TEST IN TLE-CCS 10

THIRD QUARTER

NAME: _______________________________ GRADE/SECTION: _____________

TEACHER: ___________________________ DATE: ________ SCORE: _______

Directions: Read each item carefully then choose the letter of the correct answer among
the given choices. Write your answer on the space provided.

_____1. Your voice on the phone is sometimes the only impression of your company a caller
will get. Which sound of voice should be avoided?
a. cold b. ready c. enthusiastic d. warm
_____2. Which of the following refers to the approximate length of time a call center agent will
place a customer on hold?
a. barred calls b. hold estimates c. hold calls d. hold frequency
_____3. When answering the telephone, use ____________ greeting.
a. colloquial b. professional c. informal d. vulgar
_____4. What is the average hold time for a call?
a. 2 minutes b. 6 minutes c. 4 minutes d. 8 minutes
_____5. As an alternative for buzz word “No problem”, the following can be used, EXCEPT:
a. “all right” b. “OK” c. “certainly” d. “very well”
_____6. How will you get the details completely and accurately?
a. Be alert and on point c. Guess the other details if delivered unclear
b. Do something else while on call d. Do not repeat for confirmation the details provided
_____7. The greeting should be kept ________.
a. concise b. lengthy c. extended d. prolonged
_____ 8. The hold request should start with _________.
a. asking permission b. providing reasons c. giving estimates d. sincere apologizing
_____9. The following are factors to be considered in giving call hold estimates EXCEPT;
a. Call queue c. Approximate length of the call
b. Number of agents available to take the call d. lengthy or complex transcript
_____10. How will you put smile on your voice while talking on the telephone?
a. Think of happy moments while talking c. Laugh while talking
b. Just put a smile on your face as you speak d. None of the above
II.TRUE OR FALSE
Directions: Write TRUE if the statement is true and FALSE if the statement is false and
write your answer on the space provided for.
_____1. To give a professional greeting in answering a telephone, a simple “Hello” will suffice.
_____2. If the company name is exceptionally long, use it together with the tagline.
_____3. There is no need for the agent to give his/her full name, first name is enough.
_____4. Do not use slang words, buzz words or fillers like “Yeah”, “Um”, “Uh uh”.
_____5. If the caller’s voice is unclear, too fast or you can’t spell a name correctly, just guess it.
_____6. As an agent, you should avoid sounding cold or down.
_____7. Asking permission before placing the customer on hold shows that you are showing
respect.
_____8. A customer can interrupt a caller in while he/she is talking to put him/her on hold.
_____9. In answering the telephone include your name at the beginning of the call and ask how
you can assist the customer.
____10. The agent must state the reason why the call puts on hold.