User talk:Kathleen salvador

assessments from day 2-4
day 2 assessments answers Day 2 Assessment

SCORE: 80 PASSED

Question 1 Why is learning how to adjust your voice important for improving the quality of customer interactions over the phone? Your answer (correct): All of the above

Question 2 What is another part of the anatomy that must be actively engaged to improve spoken communication with the customer? Your answer: Ears Correct answer: Brain

Question 3 True or False: Inside the voice box, tiny muscles called vocal chords are the main sound producers. Your answer (correct): True

Question 4 The Agent makes a common mistake when pronouncing "verify." What is the error? Your answer (correct): All of the above

Question 5 After leaving the voice box, how can words best be altered to achieve proper pronunciation? Your answer (correct): Roof of the mouth, tongue, jaw, teeth, & lip adjustments

Question 6 Which two anatomical components are necessary for the basis of all vocal sounds? Your answer (correct): Mouth & larynx (voice box)

Question 7 True or False: The indefinite pronouns anyone, everyone, someone, no one, and nobody are always singular and, therefore, require a singular verb. Your answer (correct): True

Question 8 Although building rapport with a customer is important, what topics should you avoid discussing with an American customer? Your answer (correct): Religion, politics, or other controversial subjects [e.g., abortion, racism, sexism]

Question 9 True or False: The more relaxed the vocal chords are, the more they vibrate and allow for a wide range of high and low pitched sounds to be produced. Your answer: True Correct answer: False

Question 10 True or False: Singular subjects need singular verbs; plural subjects need plural verbs. Your answer (correct): True

Question 11 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 12 What is the correct way to make the verb "disconnect" past tense? Your answer (correct): Add "ed" to make the verb past tense

Question 13 What is an example of incorrect verb tense used in the call? Your answer (correct): Verb "loss" should be changed to past tense - "lost"

Question 14 Simple past tense is one of the most common verb tenses in English. How do you alter a regular verb to make it simple past tense? Your answer (correct): Add "ed" to the verb

Question 15 Americans are known for their directness in communication. How is this directness best understood by those servicing the U.S. customer? Your answer (correct): They call the customer service line for service and their sole concern is to resolve their problem or get their question answered. No offense is intended.

Question 16 What are the most common grammatical mistakes made in spoken English? Your answer: Subject / Verb agreement Correct answer: All of the above

Question 17 True or False: Because many Americans speak only one language, they may not be sensitive to the difficulties of other individuals trying to speak English, and may speak fast or very loudly to "help you understand them better." Your answer (correct): True

Question 18 Saying individual words correctly involves which of the following? Your answer: Using the right sounds to vocalize words (pronunciation) with the right rate of speech Correct answer: Using the right sounds to vocalize words (pronunciation) correctly and stressing the right syllables

Question 19 The most common spoken English errors for non-native English speakers are? Your answer: Rate of Speech and pronunciation Correct answer: Grammar and pronunciation

Question 20 After the customer asks for a specific Agent in Tier 2 tech support, Agent's response is not understood by the customer. This was a result of? Your answer (correct): Poor pronunciation

Question 21 Syllable stress is affected through which of the following: Your answer (correct): All of the above

Question 22 Grammar issues are scored in which areas of the ACE Quality Evaluation Tool? Your answer (correct): Spoken Rules, Omits Words, and Terms and Words

Question 23 How does improved performance in the areas of Accent & Conversational English help you? Your answer (correct): All of the above

Question 24 Earning all points in the area of "Rate of Speech" is best achieved by following what principle? Your answer (correct): Matching the approximate rate of speech of the customer

Question 25 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

[edit] day 3 assessment answer Day 3 Assessment

SCORE: 80 PASSED

Question 1 English sentences can be constructed using what "Voice" types? Your answer (correct): Active and passive

Question 2 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 3 How would an American read back the following dollar amount for verification: $211.11? Your answer (correct): Two-hundred eleven dollars, and eleven cents.

Question 4 What are some important reasons accurate reading is critical during customer interactions? Your answer (correct): All of the Above

Question 5 True or False: Speech intonation changes include all of the following: greater volume, more intensity of feeling, slow and deliberate expression, pausing before or after a statement, lowering the tone, and changing the pitch. Your answer (correct): True

Question 6 Which are examples where the future "will" verb form is used? Your answer (correct): B, C, & D

Question 7 What are the main differences between the "Voice" types? Your answer (correct): In one, the subject receives the action expressed in the verb; in the other, the subject performs the action expressed by the verb

Question 8 A good self-check to avoid speaking too quickly to the American customer is: Your answer (correct): All of the above

Question 9 The "will" verb form is usually used in three situations. They are? Your answer: Volunteering to do something, deciding to do something, and referring something to someone else Correct answer: Volunteering to do something, deciding to do something, and forcing someone to do something

Question 10 When should you use intonation in your speech to emphasize particular items? Your answer (correct): All of the above

Question 11 Which sentence(s) below demonstrate "Active" voice? Your answer (correct): A, C, & D

Question 12 True or False: Periods are used in abbreviations, and to indicate the end of sentences. It is appropriate to pause after each period when reading aloud. Your answer (correct): True

Question 13 Which phrase(s) below demonstrate "future" timeframes using the present simple form? Your answer: I will be waiting for you when you complete your examination Correct answer: A & B

Question 14 Which phrase(s) below demonstrate "future" timeframes using the present continuous form? Your answer (correct): A & C

Question 15 What is meant by reading something "verbatim"? Your answer (correct): Reading the precise words, word for word

Question 16 In English, there are many ways of talking about events in the future. There are generally four main verb forms used when talking about future time. They are? Your answer (correct): "Will", "going to", present continuous, and present simple

Question 17 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: False Correct answer: True

Question 18 How would an American read back the following phone number for verification purposes: 5706521211? Your answer (correct): 570 (pause) 652 (pause) 12 (slight pause) 11

Question 19 True or False: The choice between using the active or passive voice in writing is a matter of style, not correctness. Generally, passive voice is considered wordy and weak. Your answer: False Correct answer: True

Question 20 The "voice" of a verb does what? Your answer: Describes how the subject performs the action Correct answer: Describes whether the subject of the sentence performs or receives that action

Question 21 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 22 The most common spoken English errors for non-native English speakers are? Your answer: Rate of Speech and pronunciation Correct answer: Grammar and pronunciation

Question 23 Although building rapport with a customer is important, what topics should you avoid discussing with an American customer? Your answer (correct): Religion, politics, or other controversial subjects [e.g., abortion, racism, sexism]

Question 24 What is the correct way to make the verb "disconnect" past tense? Your answer (correct): Add "ed" to make the verb past tense

Question 25 After the customer asks for a specific Agent in Tier 2 tech support, Agent's response is not understood by the customer. This was a result of? Your answer (correct): Poor pronunciation

Question 26 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 27 True or False: 80% is the ACE quality baseline goal for all Agents supporting North American (English Speaking) offshore work around the world. Your answer (correct): True

Question 28 Why is it important to understand the evaluation tool and guidelines? Your answer (correct): It is important to understand what standards of Accent & Conversational English you will be evaluated against

Question 29 Active Listening errors can also be demonstrated by Agents not responding to customer questions or understanding the underlying tone. What are examples of this type of error during the customer's call? Your answer (correct): All of the above.

Question 30 Which category of the five contains the highest points possible? Your answer (correct): Correct Pronunciation