•_______ • Vic! • __________________•

Day 5 Assessment

SCORE: 80
PASSED


Question 1
Which sentence below is gramatically correct?
Your answer (correct): We got disconnected before I could determine the issue, but despite the past problem, we achieved the resolution

Question 2
Why is conversational fluency so important in the work that we do?
Your answer (correct): All of the above

Question 3
Identify the prepositions in the sentence below.



"Customer's call for many reasons within the U.S. day hours, and during the calls we hear what it is like inside the American office or home. Outside of work, we talk about these calls we do, over and over."
Your answer: Within, during, inside, outside, over
Correct answer: For, within, during, inside, outside, over

Question 4
The best way to learn syllable stress in American English is through which method?
Your answer (correct): B & C

Question 5
True or False: There are two main forms of word order. They are called, Normal and Inverted.
Your answer (correct): True

Question 6
Which below is the best description of Normal and Inverted word order?
Your answer: Normal word order places the subject first, followed by the verb, then the adverb. Inverted order places the verb before the subject, then the adverb.
Correct answer: Normal word order places the subject first, followed by the verb, then indirect or direct objects. Inverted order places the verb before the subject.

Question 7
Which of the factors below make it difficult for an agent to speak fluently about an issue?
Your answer (correct): All of the above

Question 8
When during the call does Agent demonstrate the need for improving his clarity of speech and articulation?
Your answer (correct): All of above

Question 9
Rushed speech and poor pronunciation help promote which negative customer attitudes?
Your answer (correct): All of the above

Question 10
Inverted word order sentences are mainly used in which circumstances?
Your answer (correct): All the above

Question 11
Listen to the customer interaction (above) and select which area of conversational skill needs the most improvement.
Your answer: Listen & Reply: Agent does not understand customer idioms or expressions
Correct answer: Correct Pronunciation: Agent drops word endings, skips parts of syllables, and does not pronounce certain letters clearly

Question 12
True or False: A prepositional phrase is made up of the preposition, its object and any associated adjectives or adverbs, and can function as a noun, an adjective, or an adverb?
Your answer (correct): True

Question 13
What is the job of a preposition?
Your answer (correct): To link nouns, pronouns, and phrases to other words in a sentence

Question 14
True or False: With a few rare exceptions, every syllable has at least one consonant or consonant sound?
Your answer: True
Correct answer: False

Question 15
Which categories of the ACE evaluation tool would you say Agent achieved during the first minute of the call? (As a reminder, there are five categories: Correct Pronunciation, Intonation, Rate of Speech, Professional Word Choice, Conversational Skills)
Your answer: All of the five categories
Correct answer: Intonation, Rate of Speech

Question 16
A preposition usually indicates the _________ or _________ relationship of its object to the rest of the sentence.
Your answer: All of the above
Correct answer: Where or When

Question 17
It is important that Customer Support Agents speak clearly because we don't want customers to have trouble understanding what we are saying or lose confidence in our ability to help them. What are some ways we can help keep our speech clear?
Your answer (correct): All of the above

Question 18
How is the use of word stress in American English different from that of other languages?
Your answer: All of the above
Correct answer: Word stress (syllable stress) is not used in all languages and is inseparable in speaking American English properly

Question 19
How are accent and syllable stress the same?
Your answer (correct): A & B

Question 20
True or False: Compound words are generally stressed on the first part of the word (as in - username) When the same two words are separate (as modifier and noun), each word is stressed individually.
Your answer (correct): True

Question 21
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 22
Which tips below are useful in improving and sustaining excellent American English conversational skills?
Your answer (correct): All of the above

Question 23
What is the difference between a Definite and Indefinite article and which is which?
Your answer: C & D
Correct answer: A & B

Question 24
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 (correct): A, an, an

Question 25
Pronouns stand for or refer to which of the following?
Your answer (correct): B & D

Question 26
American culture takes speech a bit slower. While American speech may differ by regions, the average American speaks at what rate?
Your answer (correct): 150 words per minute

Question 27
English sentences can be constructed using what "Voice" types?
Your answer (correct): Active and passive

Question 28
True or False: Many dating systems begin with D/M/Y (Day / Month / Year). In American English, the order is M/D/Y (Month / Day / Year).
Your answer (correct): True

Question 29
Which sentence(s) below demonstrate "Active" voice?
Your answer (correct): A, C, & D

Question 30
A good self-check to avoid speaking too quickly to the American customer is:
Your answer (correct): All of the above

Question 31
The most common spoken English errors for non-native English speakers are?
Your answer (correct): Grammar and pronunciation

Question 32
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 33
What are the most common grammatical mistakes made in spoken English?
Your answer (correct): All of the above

Question 34
True or False: Inside the voice box, tiny muscles called vocal chords are the main sound producers.
Your answer (correct): True

Question 35
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 36
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 37
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 38
What is the most important step in the ACE evaluation process?
Your answer (correct): You get feedback on how you scored over the areas of Accent & Conversational English on a sample of your calls and you are coached over your weak areas and given recognition on your strengths

Question 39
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 (correct): 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 40
Which of the following describes the main objective of the ACE "Quality Assurance" training module?
Your answer (correct): To understand what elements of Accent & Conversational English are measured, what point values are assigned to each, and what performance expectations are