DIAGNOSTIC TEST

IN
INFORMATION AND COMMUNICATIONS TECHNOLOGY

Name: ______________________________ Score: ___________

Grade & Section: ______________________ Ms. Danica Grace P. Omania

Direction: Read the following statements carefully. Then encircle the letter of the correct answer.

1. Ellaraine’s parents prefer a baby boy for their second child. This is an example of ______.
a. gender preference c. religious beliefs
b.race (racism) d. educational attainment
2. When people refer to attitudes towards mythological, supernatural, or spiritual aspects of
a religion, it means _______.
a.gender preference c. religious beliefs
b.race (racism) d. educational attainment
3. Richard has two children. Her first child was able to finish studies; while her second child
stopped studying because he got married already. When you are pertaining to the highest level
of schooling that a person has reached, it refers to ______.
a.gender preference c. religious beliefs
b. race (racism) d. educational attainment
4. Evangeline is reviewing for almost four hours so that she will be prepared enough for her
examination tomorrow, but suddenly there was a radio turned up high. This situation is an
example of ______.
a.time c. quality of message
b.jargon d. noise
5. If a person judged someone even before he/she speaks, it refers to ______.
a.jargon c. context
b.prejudgment d. barrier
6. Message is the most essential part of the communication process that may come in different
forms such as a letter, a phone call, a video presentation, an e-mail, or face-to-face interaction.
a.true c. sometimes
b.false d. none of the above
7. Bianca is talking with her best friend Catherine. She explained to her best friend what they
need to do for their presentation in school. Bianca is a ________.
a.message c. recipient
b.sender d. noise
8. The grade ten ICT students listen attentively to their teacher. They are taking down notes
while the teacher is discussing. The grade ten students are the ________.
a.context c. recipient
b.sender d. transmission medium
9. Michael was born and grew up in Philippines. He used to live in the way as the other Filipinos
do, but when he graduated in high school, his parents decided to migrate in America and has
plan to stay there for good. He had a culture shock when he get there and can’t help to compare
the culture he had with the culture he has now. Looking at another culture through the lens of
your own culture is called _______.
a.ethnocentrism c. moderate ethnocentrism
b.cultural relativism d. extreme ethnocentrism
10. Joemel is a Filipino student who was criticized and bullied by his American classmates
because of the culture that he used to have. His classmates considered his culture as inferior
because it is different from them. This is an example of _________.
a.ethnocentrism c. moderate ethnocentrism
b. cultural relativism d. extreme ethnocentrism
11. Buckle your seatbelt even for short trips. This is an example of___.
a. declarative sentence c. interrogative sentence
b. imperative sentence d. exclamatory sentence
12. In 1776, there were fifty-three newspapers in London. This is an example of___.
a. declarative sentence c. interrogative sentence
b. imperative sentence d. exclamatory sentence
13. Arnold and his friend were walking, then suddenly they decided to jump in the lake together.
The underlined word is an example of ___.
a.conjunction c. punctuation
b.coordinator d. preposition
14. Breathing will help you relax and will greatly improve the tone of your voice.
a.true c. sometimes
b.false d. none of the above
15. The message is not extracted from what you say or your choice of words but on the manner
of how you say it.
a.true c. sometimes
b.false d. none of the above
16. The teacher assigned her students to perform a declamation piece. One of the criteria for
judging is the speed (fastness or slowness) of the speaking voice. When we say speed of the
speaking voice, it refers to ______.
a. pitch c. rate
b.tone d. volume
17. Assumed Room Temperature means an individual has died and is an example of _____.
a.jargon c. context
b. of message d. barrier
18. Letters and memoranda not sent or received at the right time may cause major
misunderstanding between the communicators. This is an example of ____.
a.time c. quality of message
b.jargon d. noise
19. Identify to which part of a log incident the next statement belongs. (19-21)

The customer is calling because he recently visited store branch 1 and claims that
the representative at the cash register was rude and arrogant.
a. Discussion c. remarks
b. Issue d. resolution

20. Calling Store branch no. 1 will confirm employees for January 20, 2014 and register a formal
complaint on behalf of the customer.

a. Discussion c. remarks
b. Issue d. resolution

21. The customer states that on October 7, 2016 he went to store branch 1 to purchase grocery
items and when he went to pay, he encountered some issues with the PIN number of his debit
card. The customer states that at this point the cashier became rude and made comments
about customer’s PIN number.

a. Discussion c. remarks
b. Issue d. resolution

22. Identify the skills demonstrated in the statement. (22-23)

“I understand that you are upset, and rightly so, that the gadget you bought is not
working well.”
a. Taking control of the situation c. Empathy and concern
b. Handoff or referral procedure d. Listening and taking notes

23. “Mr. Pilar regarding the complaint, may I let you speak with Ms. Franco, she can best
answer your concerns.”

a. Taking control of the situation c. Empathy and concern

b. Handoff or referral procedure d. Listening and taking notes

24. “I can understand why you feel the way you do Sir Ramos” The statement implies ____.

a. giving responsibility c. using the person’s name often, and with care
b. empowering staff d. controlling of situation

25. “Okay, I really understand and agree with you that this is very stressful to you, but for me to
help you I must work within our process.” The statement implies _____.
a.giving responsibility c. using the person’s name often, and with care
b.empowering staff d. controlling of situation
26. Let the customer talk of his complain and say something to make him feel comfortable.

a. Act and speak calmly.

b. Listen attentively to what your customer is saying.
c. Treat complaints as valued customer.
 d. Be understanding.

27. Use “I am sorry I haven’t made myself clear” if the customer says you haven’t got it right.

a. True c. sometimes

b. False d. none of the above

28. It is a subset of BPO which is centralized office that facilitates large amounts of inbound and
outbound telephone calls.

a. Accounting c. document management

b. call center d. software development

29. Sir Gamaliel has the ability to maintain a calm behavior and mental state when situations
and emotions escalate to higher levels. This ability is called as ______.

a. Managing stress c. Decision Making

b. Multitasking d. Managing Diversity

30. When a call center representative has the knowledge and ability to interact with a variety of
people in the workplace, he or she knows how to ________.

a. Manage stress c. Decision Making

b. Do Multitasking d. Manage Diversity

31. Receiving customer information over the phone while inputting or searching for data on a
computer is an example of _____.

a. Manage stress c. Decision Making

b. Do Multitasking d. Manage Diversity

32. When a call center representative gathers relative information, and analyzes situations then
applies appropriate interventions to resolve an issue or come to a decision, he or she has the
ability of ______

a. Manage stress c. Decision Making

b. Do Multitasking d. Manage Diversity 33. If the call

center agent uses his or her available time and resources to address assigned tasks and
customer issues, he or she has the ability of ______.

a. Negotiating effectively c. Problem Solving

b. Organizing information and data d. Time Management

34. Mr. Ramos is a call center representative who has the ability to work effectively with others
and contribute to team task accomplishment. He is a __________.

a. Multitasker c. Good Team Player

b. Problem Solver d. Manager

35. When a call center representative identifies root causes of problems through questioning
and applying appropriate interventions to address them, he or she is a _________.

c. Multitasker c. Good Team Player

a. Problem Solver d. Manager

36. When a call center agent shows patience and calming influence when interacting with
customers at all times, he or she illustrates _______.

a. Professionalism c. desire to solve problem

b.Communication d. great listener

37. It is contact center representative’s skill where customers want you to understand their issue
with the hope you will be able to assist them.

a. Professionalism c. desire to solve problem

b.Communication d. great listener

38. HSBC, a US-based finance company, hired an Indian-based BPO to manage its online
credit card inquiry and funds transfer. The type of outsourcing shown here is _____.

a. Back office outsourcing c. Offshore outsourcing

b. Onshore outsourcing d. Nearshore outsourcing
39. When a Singapore-based company subcontracts a Philippine-based company to do
software programming, it is called ____.

a. Back office outsourcing c. Offshore outsourcing

b. Onshore outsourcing d. Nearshore outsourcing

40. It includes internal business functions such as billing, purchasing, payroll of employees, and
other similar tasks.

a. Back office outsourcing c. Offshore outsourcing

b. Onshore outsourcing d. Nearshore outsourcing

41. Software development, data entry, programming, and web development services are
examples of services under ______.

a. Business process outsourcing c. Customer-related services

b. Customer relationship management d. Knowledge process outsourcing

42. It refers to the management of one or more specific business processes or functions by a
third party.

c. Business process outsourcing c. Customer-related services

a. Customer relationship management d. Knowledge process outsourcing

43. People should avoid old-fashioned and insulting terms when referring to people who have
sexual relationships with members of the same sex.

a. True c. maybe
b. False d. none of the above

44. Many people think that using words like old and elderly describe older people is offensive
because they seem to suggest inactivity or weakness.

a. True c. maybe
b. False d. none of the above

45. When Sir Jolo uses business executive in place of businessman and firefighter instead of
fireman, he is referring to _______.

a. Age c. gender
b. Illness and disability d. titles

46. Avoid old-fashioned and insulting terms when referring to people who have sexual
relationships with members of the same sex. This is an example of _____.

a. Titles c. Illness and disability

b. Age d. sexual preference

47. Avoid discussing your religious beliefs or your thoughts about other religious beliefs in your
conversation with customers. This is an example of _______.

a. Titles c. sexual preference

b. Age d. religion

48. When addressing a woman, do not guess her marital status. If you do not know whether she
is married or not, use Ms. To address her rather than Mrs.

a. True c. sometimes
b. False d. none of the above

49. Ms. Perez is handling billing, purchasing, and payroll of employees in their company. These
internal businesses are called as ______.

a. Back Office outsourcing c. Offshore outsourcing

b. Front Office outsourcing d. Nearshore outsourcing

50. Sir Layto is phoning the contacts with a database in order to ensure that all details such as
names, phone numbers and the like are correct. This system is called _______.

a. Customer Services c. Data Cleansing

b. Telemarketing d.Legal Services