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 weir

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 apologising

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​