CONTACT CENTER SERVICES – 8

QUARTER 2 – SUMMATIVE TEST I

NAME: ___________________________________ YR LVL: _____________ DATE: _______ SCORE:

__________________
TEST I: MULTIPLE CHOICE. Encircle the letter of the correct answer.

1. Mariano Que started Mercury Drug Store through the innovation of what type of medicine?
A. Sulfur Drugs B. Sulfathiazole C. Salicylic Acid D. Sumapen

2. A famous entrepreneur who consider being adaptable to change is the key for the business to move on.
A. Corazon D. Ong B. Cecilio K. Pedro C. Socorro Ramos D. Alfredo Yao

3. His product became hit to the mothers because of the convenience of the packaging used to give to their children
as their snacks.
A. Corazon D. Ong B. Cecilio K. Pedro C. Socorro Ramos D. Alfredo Yao

4. The following are business owned by Lucio Tan except for?

A. Philippine Airlines B. Tanduay Co. C. Tobacco Co. D. CDO Food Corp

5. The following are reasons why bee is the symbolic representation of the famous Jollibee food chain except for?
A. Bee is considered to be a hardworking insect.
B. Bee is considered to be a happy and lively insect.
C. Bee is being compared to a hardworking and resilient Filipino.
D. None of the above.

6. Owner of the National Bookstore who started as a sales lady and fell in love with the owner’s son?
A. Socorro Ramos B. Corazon D. Ong C. Alfredo Yao D. Henry Sy

7. An electrical engineering who came from a humble beginning and invented computer chips acknowledged by
American company?
A. Cecilio Pedro B. Gregorio Sanchez C. Diosdado Banatao D. John Gokongwei

8. His story is from rich to rags to riches; the owner of multibillion companies such as Cebu Pacific and Robina
Corporation?
A. Cecilio Pedro B. Gregorio Sanchez C. Diosdado Banatao D. John Gokongwei

9. Invented a good type of bacteria needed by the body which is named as Lactopafi Bacillus?
A. Cecilio Pedro B. Gregorio Sanchez C. Diosdado Banatao D. John Gokongwei

10. The famous Jollibee started as what kind of company?

A. Fried chicken B. Ice cream parlor C. Party plus D. Beauty parlor

11. Having the ability to memorize companies SOP and policies is known as?
A. Knowledge Retention B. Knowledge Recall C. Retention and Recall D. All of the above

12. The nature of the work of a call center agent demands good communication skills. He therefore must possess?
A. Interpersonal Skills B. Effective Communication Skills C. Empathy D. Creative Problem Solver

13. Described as keeping one’s cool despite of customer’s demands.

A. Emotional Stability B. Empathy C. Team-player D. Speed and Efficacy

14. A call center skill which empowers agent to handle varying customer demands, possible technical issues,
switching to other channels and the likes?
A. Adaptability B. Empathy C. Timeliness D. Organization
15. Refers to the need of an agent to be swift in responding to customer’s queries and demands?
A. Adaptability B. Empathy C. Timeliness D. Organization

TEST II: ESSAY. Select 2 call center skills and explain how are you going to improve yourself to acquire such skills?
5 pts.