Topic: 1

1. When a standard set of instructions or procedures is important

A. when providing support
B. when getting support
C. when deleting support
D. when dropping support

Answer: a

2. is the bellow statement is true or false

A multilevel support model defines the role a support person plays in different support
processes and the amount of interaction the support person has with a customer.

A. True
B. False

Answer: A

3. Level 1 of support environment can be called front line or:

a. Amplifier
b. Dispatcher
c. Distributor
d. Multiplier

Answer: B

4. Level 2 of support environment can be called product specialist, subject matter experts
hardware service or:
A. Cells services
B. Columns services
C. Field service
D. Document service

Answer: C

5. Level3 of support environment can be called programmer, database administrator, network

support or:
A. Hardware and software vendors
B. USB vendors
C. Hard disk vendors
D. Document vendors

Answer: A

6. Support environments are divided into how many types:

A. 1
B. 3
C. 2
D. 6

Answer: C
 7. This statement is true of false: An internal support group is a department within a company
that responds to questions, problems, or requests from company employees.
A. True
B. False

Answer: A

8. This statement is true or false: Another common name for the internal support group is the
hardware.
A. True
B. False

Answer: B

9. This statement is true or false: Another common name for the internal support group is the
help desk.
a. True
b. false

Answer: A

10. The internal support staffs answers questions and solves problems of:
A. Company management
B. Personal computer
C. Individual management
D. Cell phone

Answer: B

11. The External support groups works often on the bellow points except:
A. Troubleshoot computer hardware or software problems and problems with other
B. electronic equipment
C. Mechanical tool
D. Decide when broken equipment needs to be returned for repair or replacement

Answer: C

12. This statement is true or false: Call logging is the process of creating records that capture
details about problems, requests, and questions as they are reported to the support group.
A. True
B. False

Answer: A

13. Both internal and external support environments use the processes listed below to complete
the same tasks except.
A. Call logging Problem management
B. Call logging Problem resolution
C. Call logging writing
D. None of the mentioned

Answer: C

14. A problem management can be define as :

 A. Hardware and software group.
B. The process of tracking and solving problems that reported to the support group.
C. Increasing demand of customer
D. Taking customers calls

Answer: B

15. This are the most common internal support processes except :
A. Asset management
B. Change management
C. Network management
D. Digital management

Answer: D

16. Asset management can be defined as:

A. The process of collecting and maintaining records about technology such as hardware or
software components and other office equipment.
B. The combination of hardware and software
C. Both A and B
D. None of the sections

Answer: A

17. This statement is true or false : Change management is the process of controlling additions,
modifications, and deletions of hardware or software in a company system
A. True
B. False

Answer: B

18. This statement can be true or false: Change management is the process of controlling
additions, modifications, and deletions of hardware or software in a computerized system.
A. True
B. False

Answer: A

19. What the external support group processes focus on?

A. the interaction between hardware and software
B. the interaction between manager and workers
C. the interaction between a company and its customers
D. the interaction between him/herself and the next person

Answer: C

20. The most common external support processes are listed below except.
A. Customer management
B. Contract management
C. Relationship management
D. Family relationship management

Answer: A
 21. This is the basic Internet program that lets you verify that a particular Internet address exists
and can accept requests.

a. universal resource locator

b. NOC
c. ping
d. resource reservation protocol
Answer: c
22. This is the smallest unit of data in a computer.

a. bit
b. exabyte
c. bogomip
d. byte
Answer: a
23. This is the program your personal computer's microprocessor uses to get the computer
system started after you turn it on.

a. boot
b. source code
c. initialization
d. BIOS
Answer: d
24. This is the standard interactive and programming language for getting information from a
database.

a. SQL
b. SSL
c. DCOM
d. PL/1
Answer: a
25. This is a collection of small programs, any of which can be called when needed by a larger
program that is running in the computer.

a. digizine
b. legacy application
c. crosstalk
d. dynamic link library
Answer: d
26. This is the place in a computer where the operating system, application programs, and data
in current use are kept so that they can be quickly reached by the computer's processor.

a. microprocessor
b. random access memory
c. access control list
d. management information base
Answer: b
27. This is a network point that acts as an entrance to another network.
a. network node manager
b. handshake
c. gateway
d. floating point unit
Answer: c
28. This is the measure of the range of frequencies a communication signal occupies.

a. radian
b. frequency modulation
c. frequency-hopping spread spectrum
d. bandwidth
Answer: D
29. This is the device, or in some cases, software in a computer, that determines the next
network point to which a packet is forwarded toward its destination.

a. bit map
b. router
c. traceroute
d. device driver
Answer: b

30. This is a set of related programs, located at a network gateway server that protects the
resources of a private network from users from other networks.

a. secure socket shell

b. firewall
c. general protection fault
d. logic gate

Answer: b
Topic: 2
1. What is defined as raw numbers or facts collected in a database.
A. Support
B. Data
C. Information
D. Process
ANSWER:B
2. Data organized into something meaningful is referred to as
A. Raw facts and figures
B. Information
C. Subject Matter Experts (SMEs)
D. Communication protocols
ANSWER:B
3. A software that enables multiple people to work together electronically.
A. Lotus
B. Operating system
C. Call logging software
D. Groupware
ANSWER:D
4. Support software is a ___________
A. Specialized form of groupware that enables support staff to share details of problems
or requests.
B. specialized form of groupware that enables support staff to escalate problems to the
next level
C. specialized form of groupware that enables support staff to log calls
D. specialized form of groupware that enables support staff to delete support requests
ANSWER:A
5. A ___________ is a picture-oriented way to interact with a computer, using a mouse or
joystick to select commands.
A. Keyboard
B. Motherboard
C. Visual Display Unit (VDU)
D. Graphical User Interface (GUI)
ANSWER:D
In computer terminology what is a pull down list
A. A predefined list of acceptable values from which only one value can be selected
B. It occurs when a user types an abbreviation, which is then expanded to a full word or
phrase
C. It is an icon
D. Is an search function icon on the windows environment
ANSWER:A
6. A _________is a key or combination of keys that replaces several separate steps to
automate a task. Windows-based software usually allows the use of shortcut key
A. Hot key
B. Fresh key
C. Shortcut key
D. Fragile key
 ANSWER:C
7. The sequence in which the cursor advances from field to field when the Tab key is
pressed is called
A. Tab order
B. Tab command
C. Tab sequence
D. Tab activator
ANSWER:A
8. Which of the following is not a feature or a field of call logging software?
A. Reference number
B. Caller Information
C. Resolution
D. Task
ANSWER:D
9. What is the purpose of a reference number when logging calls
A. It’s a unique code that identifies a specific record in a database, for each call logged
B. To differentiate between the staff levels and task assigned to them
C. To show the call which must be given higher priority
D. The show how many calls have been logged on a day
ANSWER:A
10. When the support group collects information about customers, what is used to store
A. Database
B. Drop down menu
C. A reference book
D. A support software
ANSWER:D
11. A______is an important person who plays a special role in an organisation
A. VIP
B. CIO
C. COO
D. CEO
ANSWER:A
12. When a support software shows a VIP indicator on a record it means
A. This is a low priority request
B. The caller needs or expects a special voice or service
C. The caller is just an ordinary person
D. The request has been attended to
ANSWER:B
13. A_______is a concise description of the problem or request, a few sentences in length.
A. Call Summary
B. Log summary
C. VIP summary
D. Request summary
ANSWER:A
14. A ________is a classification of problems or requests
A. Reference number
B. Log book
C. GUI
 D. Category
ANSWER:D
15. Which field contains information on how a problem is solved or can be prevented
A. Summary field
B. Resolution field
C. Prevention field
D. Recognition field
ANSWER:B
16. Subject matter experts (SME), who may work on large projects as well as assist with
problems that the front-line staff are on which level of support
A. One
B. Two or three
C. Four
D. One or four
ANSWER:B
17. What do we call a chronological sequence of activities that have occurred since the call
record was created?
A. Call survey
B. Problem survey
C. Problem history
D. Problem resolution
ANSWER:C
18. A software feature that enables support staff to handle other support processes, using
the same application is called.
A. User interface
B. Integrated feature
C. Groupware
D. Tertiary software
ANSWER:B
19. Which of the following is not a feature required by problem management
A) Escalation
B) Priority
C) Current state
D) Support software
ANSWER:D
TOPIC 5 – USING ADDITIONAL LEVEL TWO AND LEVEL THREE SUPPORT TOOLS

EASY QUESTIONS

Information systems that monitor the elementary activities and transactions of the organizations
are:
A. Management-level system
B. Operational-level system
C. Knowledge-level system
D. Strategic level system
 ANSWER: A

Projections and responses to queries are information output characteristics associated with a(n): A.
DSS
B. MIS
C. ESS
D. TPS
  ANSWER: C

Summary transaction data, high-volume data, and simple models are information inputs
characteristic of a(n):
A. DSS
B. MIS
C. ESS
D. TPS
 ANSWER: B

Which of the following individuals typically have less formal, advanced educational degrees and tend
to process rather than create information?
A. Knowledge workers
B. Executives
C. System analysts
D. Data workers
 ANSWER: D

Management information systems usually:

A. Serve managers interested in weekly, monthly, and yearly results, not day-to-day activities.
B. Help managers make decisions that are unique, rapidly changing, and not easily specified in
advance.
C. Provide managers with a generalized computing and telecommunications capacity that can be
applied to a changing array of problems.
D. Perform and record the daily routine transactions necessary to the conduct of business.
 ANSWER: A
Decision support systems usually:
A. Serve managers interested in weekly, monthly, and yearly results, not day-to-day activities.
B. Help managers make decisions that are unique, rapidly changing, and not easily specified in
advance.
C. Provide managers with a generalized computing and telecommunications capacity that can be
applied to a changing array of problems.
D. Perform and record the daily routine transactions necessary to the conduct of business.
 ANSWER: B

Identifying customers and markets using data on demographics, markets, consumer behaviour, and
trends is an example of a(n):
A. Operational-level sales and marketing information system.
B. Knowledge-level sales and marketing information system.
C. Management-level sales and marketing information system.
D. Strategic-level sales and marketing information system.
 ANSWER: D

Deciding where to locate new production facilities is a(n) example of a manufacturing and
production information system operating at the:
A. Operational level
B. Management level
C. Knowledge level
D. Strategic level
 ANSWER: B

Preparing short-term budgets is an example of a finance and accounting information system

operating at the:
A. Operational level
B. Management level
C. Knowledge level
D. Strategic level
 ANSWER: B

Tracking employee training, skills, and performance appraisals is an example of a human resource
information system operating at the:
A. Operational level
B. Management level
C. Knowledge level
D. Strategic level
  ANSWER: A

Assembling a product, identifying customers and hiring employees are:

A. Transactions
B. Phases
C. Business processes
D. Business functions
  ANSWER: C
INTERMEDIATE QUESTIONS

Which of the following is a network of facilities for procuring materials, transforming raw materials
into intermediate and finished products, and distributing the finished products to customers?
A. Production chain
B. Primary chain
C. Supply chain
D. Distribution chain
 ANSWER: C

Information systems can facilitate supply chain management by:

A. Tracking the status of orders.
B. Rapidly communicating orders.
C. Providing product specifications.
D. Doing all of the above.
 ANSWER: D

Enterprise systems support:

A. Manufacturing processes.
B. Financial and accounting processes.
C. Human resource processes.
D. All of the above.
 ANSWER: D

A computer security protocol for logging in would be an example of the  __________________

component of an information system.
A. software
B. hardware
C. data
D. procedure
 ANSWER: D

Customer numbers and their names would be an example of the  __________________ component
of an order management information system.
A. software
B. hardware
C. data
D. procedure
 ANSWER: C

Non routine cognitive skills include:

A. communication.
B. problem-solving.
C. abstract reasoning.
D. All of the above.
 ANSWER: D
The quality of your ____________is a large part of the quality of your information system.
A. computer
B. thinking
C. time
D. challenges
 ANSWER: B

Which of the following is not a characteristic of good information?

A. interchangeability
B. relevance
C. cost effectiveness
D. timeliness
 ANSWER: A

If you are a ___________________ recipient of sensitive information, such as might be overheard or

contained in a misdirected email, this would not be illegal, but might be unethical to use it.
A. active
B. passive
C. proper
D. business
 ANSWER: B

A human order taker can be bypassed when using a(n) _____________ .

A. Office automation system
B. Management information system
C. Transaction processing system
D. Decision support system
 ANSWER: C

Data mining cannot be done if

A. operational data has not been archived
B. earlier management decisions are not available
C. the organization is large
D. all processing had been only batch processing
 ANSWER: A

Batch processing is preferred over on-line transaction processing when

i) processing efficiency is important
ii) the volume of data to be processed is large
iii) only periodic processing is needed
iv) a large number of queries are to be processed
A. i ,ii
B. i, iii
C. ii ,iii
D. i , ii ,iii
 ANSWER: D
On-line transaction processing is used when
i) it is required to answer random queries
ii) it is required to ensure correct processing
iii) all files are available on-line
iv) all files are stored using hard disk
A. i ,ii
B. i, iii
C. ii ,iii, iv
D. i , ii ,iii
 ANSWER: B

Which is not a domain of Artificial Intelligence?

A. Virtual Reality
B. Intelligent Agents
C. Expert System
D. None of the above
 ANSWER: D

ADVANCED QUESTIONS

Which one of the following is used for evaluating credit risks?

A. Virtual Reality
B. Neural Network
C. Fuzzy Logic
D. None of the above
 ANSWER: B

Which computer based model is developed after human brain?

A. Fuzzy Logic
B. Neural Network
C. Virtual Reality
D. All of the above
ANSWER: B

Knowledge based system supports____________ .

A. Knowledge of creation
B. Knowledge of support
C. Knowledge of Dissemination
D. All of the above e. None of the above
 ANSWER: D

Which of the system uses Multidimensional data analysis?

A. DSS
B. MIS
C. ESS
D. All of the above
 ANSWER: A

Cybernetic system is the one which is

A. Self Monitoring
B. Self controlling
C. Self regulating
D. All of the above.  
 ANSWER: D
 ANSWER: D

HELP DESK TECHNOLOGY - 600

PERFORMANCE AND REPORTING TOOLS

EASY
1. In order to better serve its customers, a retail store will need to have information on
the :
A. Store inventory level
B. Past data on customer demand
C. Supply lead time
D. Store inventory level, customer demand data & supply lead time

Ans: D
2. IT supply chain transaction execution is concerned with

A. Collection, generation, and storage of vast data and tracking of the same through
Automated means.
B. Co operation and collaboration with suppliers, partners, etc. via the internet.
C. Measurement of supply chain performance through data analysis tools.
D. Enabling managers to process and evaluate SCM - related decisions using
different
Optimization techniques.
Ans: A
3. Which of the following cannot be categorized under supply chain transaction
execution?

A. Manufacturing execution system

B. Point of sale tracking system
C. Inventory management system
D. Customer relationship management

Ans: D
4. The primary purpose of providing employees with feedback during a performance
appraisal is to motivate employees to __ __

A. apply for managerial positions

B. remove any performance deficiencies
 C. revise their performance standards
D. enroll in work-related training programs

Ans: D
5. Which of the following terms refers to the process of evaluating an employee's
current and/or past performance relative to his or her performance standards?

A. Recruitment
B. Employee selection
C. Performance appraisal
D. Employee orientation

Ans: C

6. Supervisors should provide employees with feedback, development, and incentives

necessary to help employees eliminate performance deficiencies or to continue to
perform well.
A. True
B. False

Ans: A
7. In most organizations, which of the following is primarily responsible for appraising
an employee's performance?

A. employee's direct supervisor

B. company appraiser
C. human resources manager
D. EEO representative

Ans: A
8. Which of the following is NOT one of the recommended guidelines for setting
effective employee goals?

A. assigning specific goals

B. assigning measurable goals
C. assigning challenging but doable goals
D. administering consequences for failure to meet goals

Ans: D
 9. SMART goals are best described as

A. specific, measurable, attainable, relevant, and timely

B. straight forward, meaningful, accessible, real, and tested
C. strategic, moderate, achievable, relevant, and timely
D. specific, measurable, achievable, relevant, and tested

Ans: A
10. Which of the following is most likely NOT a role played by the HR department in the
performance appraisal process?
A. conducting appraisals of employees
B. monitoring the effectiveness of the appraisal system
C. providing performance appraisal training to supervisors
D. ensuring the appraisal system's compliance with EEO laws

Ans: A
11. All of the following are reasons for appraising an employee's performance EXCEPT _

A. assisting with career planning

B. correcting any work-related deficiencies
C. creating an organizational strategy map
D. determining appropriate salary and bonuses

Ans: C
12. What is the first step in the appraisal process?
A. giving feedback
B. defining the job
C. administering the appraisal tool
D. making plans to provide training

Ans: B.
13. All of the following are usually measured by a graphic rating scale EXCEPT_,
A. generic dimensions of performance
B. performance of 'actual duties
C. performance of co-workers
D. achievement of Objectives

Ans: C
14. An ERP system falls under:

A. Sypply chain collaboration and coordination

 B. Supply chain transaction execution
C. Supply chain performance measurement and reporting
D. Supply chain decision support

Ans: B

15. Which of the following does CPFR fall under?

A. Supply chain transaction execution

B. Supply chain collaboration and coordination
C. Supply chain collaboration & coordination and supply chain decision support
D. Supply chain performance measurement and reporting

Ans: B

16. Which of the following does not fall under supply chain measurement metrics?

A. SRM metrics
B. Transport planning metrics
C. CRM metrics
D. Supply chain planning metrics

Ans: B

17. DSS in a supply chain helps managers in taking decisions of:

A. Strategic level
B. Tactical level
C. Operational level
D. Both strategic, tactical and operational level

Ans: D

18. When designing an actual appraisal method, the two basic considerations are

A. who should measure and when to measure

B. when to measure and what to measure
C. what to measure and who should measure
D. what to measure and how to measure
Ans: D
19. Which of the following is the easiest and most popular technique for appraising
employee performance?

A. alternation ranking
B. graphic rating scale
C. Likert
D. MBO

Ans: B
20. Which performance appraisal technique lists traits and a range of performance
values for each trait?

A. behaviorally anchored rating scale

B. graphic rating scale
C. forced distribution
D. critical incident

Ans: B
21. Which performance appraisal tool requires supervisors to categorize employees
from best to worst on various traits?

A. digital dashboard
B. critical incident method
C. graphic rating scale
D. alternation ranking method

Ans: D

AVERAGE

22. The most popular method for ranking employees is the ___________method.

A. graphic ranking scale

B. constant sum ranking scale
C. alternation ranking
D. paired comparison

Ans: C
23. Which performance appraisal tool is being used when a supervisor places
predetermined percentages of rates into various performance categories?
 A. behaviorally anchored rating scale
B. graphic ranking scale
C. alternation ranking
D. forced distribution

Ans: D
24. Which performance appraisal tools require a supervisor to maintain a log of
positive and negative examples of a subordinate's work-related behavior?

A. alternation ranking
B. paired comparison
C. forced distribution
D. critical incident

Ans: D
25. Which of the following measurement methods is similar to grading on a curve?

A. critical incident method

B. forced distribution
C. graphic rating scale
D. constant sums rating

Ans: B

26. John, the supervisor of the manufacturing department at a computer firm, is in the
process of evaluating his staff's performance. He has determined that 15% of the
group will be identified as high performers, 20% as above average performers,
30% as average performers, 20% as below average performers, and 15% as
poor performers. Which performance appraisal tool has John chosen to use?

A. behaviorally anchored rating scale

B. management by objectives
C. forced distribution
D. alternation ranking

Ans: C
27. Which appraisal method combines the benefits of narrative critical incidents and
quantified scales by assigning scale points with specific examples of good or
poor performance?
A. behaviorally anchored rating scale
B. constant sums rating scale
C. graphic rating scale
D. alternation ranking
Ans: A
28. Which of the following best describes a behaviorally anchored rating scale?
A. chart of paired subordinates ranked in order of performance
B. combination of narrative critical incidents and quantified performance scales
C. diary of positive and negative examples of a subordinate's work performance
D. predetermined percentages of subordinates in various performance
categories

Ans: B
29. Stacey is using a behaviorally anchored rating scale as a performance appraisal
tool. She has already asked employees and supervisors to describe critical
incidents of effective and ineffective job performance. What should Stacey do
next?

A. create a final appraisal instrument

B. develop performance dimensions
C. rank employees from high to low
D. reallocate the incidents

Ans: B
30. What is the primary disadvantage of developing a behaviorally anchored rating
scale?

A. Costly
B. time consuming
C. unreliable
D. lack of feedback for subordinates

Ans: C
31. Which of the following enables supervisors to oversee the amount of
computerized data an employee is processing each day?

A. computerized performance appraisal system

B. online management assessment center
C. digitized high-performance work center
D. electronic performance monitoring system

Ans: D
32. Which of the following is a performance appraisal problem that occurs when a
supervisor's rating of a subordinate on one trait biases the rating of that person
on other traits?

A. recency effect
B. halo effect
C. central tendency
 D. discrimnation

Ans: B

33. Formal performance appraisals have been eliminated by almost all major firms
and replaced by daily assessments by peers in addition to extensive training
opportunities.

A. True
B. False

Ans: B

34. Which of the following terms refers to an appraisal that is too open to
interpretation?

A. unclear standards
B. halo effects
C. strictness
D. Biased

Ans: A

35. Which of the following is the best way for a supervisor to correct a performance
appraisal problem caused by unclear standards?

A. focusing on performance instead of personality traits

B. using graphic rating scales to rank employees
C. avoiding the use of extremely low ratings
D. using descriptive phrases to illustrate traits

Ans: D

36. A supervisor who frequently rates all employees as average on performance

appraisals most likely has a problem known as__________

A. a) halo effect
B. stereotyping
C. central tendency
D. strictness

Ans: C
37. The best way to reduce the problem of central tendency in performance
appraisals is to ___
 A. rank employees
B. establish SMART goals
C. use graphic rating scales
D. limit the number of appraisals

Ans: A

38. Which performance appraisal problem is associated with supervisors giving all of
their subordinates consistently high ratings?

A. central tendency
B. leniency
C. strictness
D. recency effect

Ans:B
39. The _____________ problem occurs when supervisors tend to rate all their
subordinates consistently low.

A. central tendency
B. leniency
C. strictness
D. unclear standards

Ans: C

40. Which of the following has most likely occurred when a supervisor conducting a
performance appraisal is influenced by a subordinate's individual differences
such as age, sex, and race?

A. bias
B. unclear standards
C. central tendency
D. broad banding

Ans: A
41. All of the following guidelines will most likely improve the effectiveness of a
performance appraisal EXCEPT__________

A. maintaining a diary of employees' performance during the year

B. establishing a tool for employees to appeal performance appraisals
C. using a graphic rating scale to ensure fair and consistent ratings
D. knowing the advantages and disadvantages of different appraisal tools

Ans:C
42. Which of the following is the primary advantage of using graphic rating scales as
performance appraisal tools?

A. eliminates central tendency errors

B. offers extremely high rate of accuracy
C. provides quantitative rating for each employee
D. links with mutually agreed upon performance objectives

Ans:C
43. All of the following are considered best practices for administering fair
performance appraisals EXCEPT _

A. explaining how subordinates can improve their performance

B. clarifying in advance what the performance expectations are
C. basing the appraisal on observable job behaviors
D. using subjective performance data for appraisals

Ans: D
44. Which of the following would most likely result in a legally questionable appraisal
process?

A. conducting a job analysis to establish performance standards

B. basing appraisals on subjective supervisory observations
C. administering and scoring appraisals in a standardized fashion
D. using job performance dimensions that are too clearly defined

Ans:B
45. Who is in the best position to observe and evaluate an employee's performance
for the purposes of a performance appraisal?

A. peers
B. customers
C. top management
D. immediate supervisor

Ans: D

46. Employee performance appraisals are conducted by all of the following EXCEPT

A. peers
B. competitors
C. supervisors
D. subordinates

Ans:B
 47. Which of the following terms refers to several peers agreeing to rate each other
highly?

A. social loafing
B. group think
C. logrolling
D. alliance forging

Ans: C
48. You are conducting an appraisal interview with an employee whose performance
is satisfactory but for whom promotion is not possible. Which incentive listed
below would most likely be the LEAST effective option for maintaining
satisfactory performance in this situation?

A. time off
B. small bonus
C. compliments
D. professional development

Ans:D
49. In most firms, a rating committee used for performance appraisals consists of
____ members.

A. 1-2
B. 3-4
C. 5-6
D. 9-1 0

Ans: B

50. What usually occurs when employees rate themselves for performance
appraisals?

A. Ratings are reliable but invalid.

B. Ratings are subject to halo effects.
C. Logrolling leads to unrealistic ratings.
D. Ratings are higher than when provided by supervisors.

Ans: D
51. Response time is the time it takes the support group to acknowledge a customer’s
problem or request and assign a resource
A. Stand by time
B. Response time
C. Problems’ time
D. Call log time
Ans. B

52. What happen if there are more calls than the support staff can handle by telephone?
A. They are rejected by the system
B. Put on hold
C. Overflow into voicemails or e-mail systems
D. Redirected to the next person available
Ans. C
53. Support staff then take turns transferring information from the voice mail or e-mail
systems into call records
A. Databases
B. Call logs
C. Call records
D. Abandoned calls book
Ans. C
54. What lets the customer know the maximum amount of time it will take for support
staff to clear out the temporary backlog and return the telephone call
A. Lead time
B. Time limit
C. Buffer time
D. Call summary
Ans. B
DIFFICULT

55. What can also measure the length of time it takes to transfer call ownership from one
team to another
A. Response time
B. Time limit
C. Buffer time
D. Call summary
Ans. A
56. Since all records are frequently escalated using queues defined in the support
software, the response time between two levels of support is called
A. queue time.
B. lead time
C. buffer time
D. response time
Ans. A
57. Resolution time is the difference in days, hours, minutes, and seconds between the
time a call record is created and the time it moves to a closed status.
A. Queue time
B. Response time
C. Revaluation time
D. Resolution time
Ans. D
58. Online analytical processing (OLAP) enables a user to extract and view data from
different points of view
A. Online analog processing (OLAP)
B. Online automatic processing (OATP)
C. Online analytical processing (OLAP)
D. Online analytical people (OLAP)
Ans. C
59. If an employee is sick, the manager creates a__________ to list the call records
assigned to that person, the problem categories, the record creation date, and the
problem summary.
A. A sick report
B. An ad hoc report
C. An ad hoc summary report
D. A summary report
Ans. B

60. A________includes specific information about individual records.

A. ad hoc report
B. A flash report
C. Detail report
D. A summary report
Ans. C
61. What do we call a report that contains only calculations about many records?
A. flash report
B. disciplinary report
C. Hazard report
D. Call log report
Ans. A

60________is the ability to take summarized information and progressively reveal more
details
A. Drill up
B. Drill right
C. Drill Left
D. Drill down
Ans. D

61. On internet most of the information is viewed with a Web browser

A. URL
B. Web browser
C. Web site
D. Anti-virus
Ans. B

62. One of the simplest and least expensive ways to refine and process business
statistics is by using an electronic spread sheet
A. Electronic computer
B. Electronic spread word document
C. Electronic spread sheet
D. Electronic folder
Ans. C

63. Spread sheets include built-in functions, program routines that complete a series of
A. mathematical calculations
B. Mail merge
C. Copy and paste
D. Geometrical calculations
Ans. A

64. Which of the following is not any e-mail applications

A. Lotus mail notes
B. Microsoft Outlook
C. Netscape Messenger Mail
D. Google search browser
Ans. D

65. Which systems don’t track employees to the restroom, but they can indicate when
employees enter or leave a building and whom they are with.
A. Restroom tracking system
B. Employee-tracking system
C. E-Learning systems
D. Car tracking systems
Ans. B

66. Employee-tracking technology is closely related to

A. Tracking
B. Paging
C. E-mail
D. Radar
Ans. B
67. When a supervisor must criticize a subordinate in an appraisal interview, it is most
important for the supervisor to _
A. limit negative feedback to once every year
B. provide specific examples of critical incidents \
C. acknowledge the supervisor's personal biases in the situation
D. hold the meeting with other people who can document the situation
Ans: B
68. Based on corporate surveys, which of the following is a true statement?
A. Very few employers require any type of performance appraisal.
B. Very few employers conduct performance appraisals on an annual basis.
C. Most employers require a review and feedback session during the appraisal process.
D. Most employers use behaviorally anchored rating scales for performance appraisals.
Ans: C
69. The continuous process of identifying, measuring, and developing the performance
of individuals and teams and aligning their performance with the organization's goals is
known as _
A. employee performance monitoring
B. strategic management
C. performance analysis
D. performance management
Ans: D
70. Which component of performance management refers to communicating a firm's
higher-level goals throughout the organization and then translating them into
departmental and individual goals?
A. role clarification
B. goal alignment
C. performance monitoring
D. direction sharing
Ans: D

FOUR - USING ALERTS AND NOTIFICATION TOOLS FOR SUPPORT

EASY
1. In what order do managers typically perform the managerial functions?

A. organizing, planning, controlling, leading

B. organising, leading, planning, controlling
C. planning, organising, leading, controlling
D. planning, organising, controlling, leading

Ans. C.

2. What are the three interpersonal roles of managers?

A. Figurehead, leader and liaison
 B. Spokesperson, leader, coordinator
C. Director, coordinator, disseminator
D. Communicator, organiser, spokesperson

Ans. A.
3. At what level of an organisation does a corporate manager operate?

A. Functional
B. Operational
C. Middle level
D. Top level

Ans. D.

4. Which one is not a recognised key skill of management?

A. Conceptual skills
B. Human skills
C. Technical skills
D. Writing skills

Ans. D
5. Which of these is not part of the recognised challenges for modern
managers?
A. Micro-managing the workforce
B. Managing communications
C. Managing change
D. Managing the learning organization

Ans. A.
6. Who of these is the entrepreneur?

A. Barack Obama
B. James Dyson
C. Damien Hirst
D. Mo Farah
Ans. B
7. What is a social enterprise concerned with?

A. Profit maximization
B. Maximising market share
C. Providing public service
D. Running a business to create social benefits
Ans. D.
8. What is the guiding principle behind New Public Management?

A. Profit maximization
B. Introducing private sector business principles into the public sector
C. Replacing public management with private sector management
D. Restructuring public organisations
Ans. B
9. Alternative work arrangements include all of the following EXCEPT;
 A. Part-time work
B. Flexible hours
C. On-site child care
D. Job sharing

Ans:C
10. One of the major barriers to career advancement experiencing by working
ladies is;

A. Difficulty in balancing work and family life

B. Top management is usually male oriented
C. Lack of educational opportunities
D. Common perception that woman cannot be better boss

Ans: A
11. Marketing which describes skills to serve clients is classified as

A. Interactive marketing
B. Internal marketing
C. External marketing
D. Descriptive marketing
Ans. A

12. Routine work of pricing, distribution and promotion of services to customers is

classified as

A. Descriptive marketing
B. Interactive marketing
C. Internal marketing
D. External marketing

Ans. D

13. Marketing done by motivating and training of employees for differential

customer services is classified as

A. interactive marketing
B. internal marketing
C. external marketing
D. descriptive marketing

Ans. B

14. The set of rules used to send data in the form of message units between
computers over the Internet.
 A. TCP (Transmission Control Protocol)
B. IP (Internet Protocol)
C. HTTP (Hypertext Transfer Protocol)
D. SMTP (Simple Mail Transfer Protocol)

Ans. A
15. The set of rules for exchanging text, graphic images, sound, video, and
other multimedia files on the World Wide Web.
A. TCP (Transmission Control Protocol)
B. IP (Internet Protocol)
C. HTTP (Hypertext Transfer Protocol)
D. SMTP (Simple Mail Transfer Protocol)

Ans. C
AVERAGE

16. The set of rules used to send and receive me stages at the Internet address
level. IP handles the actual delivery of data.

A. TCP (Transmission Control Protocol)

B. IP (Internet Protocol)
C. HTTP (Hypertext Transfer Protocol)
D. SMTP (Simple Mail Transfer Protocol)

Ans. B
17. An alternate e-mail receiving protocol.

A. IP (Internet Protocol)
B. HTTP (Hypertext Transfer Protocol)
C. SMTP (Simple Mail Transfer Protocol)
D. IMAP (Interactive Mail Access Protocol)
Ans. D
18. First step of cost based pricing strategy is to
A. Design a product
B. Determine cost of product
C. Set price based on cost
D. Convince buyer about products value
Ans. A.
19. First step of value based pricing is to

A. assess needs of customer

 B. set target price
C. determine incurred costs
D. design product

Ans. A

20. Second step in cost based pricing is to

A. set price based on cost

B. convince buyer about products value
C. design a product
D. determine cost of product

Ans. D

21. Last step of cost based pricing is to

A. set price based on cost

B. convince buyer about products value
C. design a product
D. determine cost of product

Ans. B

22. Set price limit from which no more demand is accepted is classified as

A. cost ceiling
B. cost floor
C. price ceiling
D. price floor

Ans. C

23. Standards are established to;

A. Achieve desired outcomes

B. Meet legal compliance
C. Achieve competitive advantage
D. Promote goodwill in MARKET

Ans: A
24. Job evaluation is based on the;

A. Physical skills required by the job

B. Relative job worth for an organization
C. Complexity of the job to perform
D. Conceptual skill required by the job

Ans:B
25. Who is in the best position to observe and evaluate an employee's
performance for the purposes of a performance appraisal?

A. Peers
B. Customers
C. Top management
D. Immediate supervisor

Ans:D

DIFFICULT

26. Currently Organizations are providing benefits to their employees;

A. To attract new blood in the organization

B. To create stronger customer relationship
C. To enhance the MARKET share
D. All of the above

Ans:A
27. Way of designing international channels to manage entire supply chain which
leads to global value delivery network is classified as

A. whole strategic view

B. whole channel view
C. whole product adaptation
D. whole communication adaptation

Ans. B.
 28. Product strategy according to which product is marketed without any change
in foreign market is classified as

A. product adaptation
B. straight product extension
C. product invention
D. communication adaptation

Ans. B

29. Customer classification depends on

A. Potential profitability
B. Projected loyalty
C. Both a and b
D. None of above

Ans. C

30. Company's future value of customer base is

A. Share of customer
B. Customer equity
C. Customer lifetime value
D. All of above

Ans. B