Republic of the Philippines

Department of Education
REGION V
SCHOOLS DIVISION OF MASBATE PROVINCE

BADIANG NATIONAL HIGH SCHOOL

4th Quarter Examination in TLE 10
S.Y. 2020-2021
Name: ____________________________ Score: ___________
Section: ___________________________ Date: ____________

I. Choose your answer by encircling the letter form the choices in each item.
1. These refer to the people who are current or potential buyers, subscribers, account owners or patrons
of the industry who enters into transaction with you through information technology (IT) assisted
devices like computers, telephones and mobile phones.
A. Sales Agents B. Customers C. Clients D. Builders
2. _________________ refer to companies that will be represented by a BPO company.
A. Clients B. Sales Agents C. Customers D. Stakeholders
3. They are also called as Rep/s who assist customers.
A. Customers C. Stakeholders
B. Clients D. Sales Agents
4. Which of the following is NOT a benefit from BPO companies?
A. Reduced or controlled operating costs C. Higher income from crop products
B. Reduced labor cost D. Predictability of costs
5. In which year the BPO Business started in the Philippines?
A. 1991 B. 1992 C. 1993 D. 1994
6. Software development, data entry, programming, and web development services are examples of
services under .
A. Business Process Outsourcing C. Information Technology Enabled Services
B. Customer Relationship Management D. Knowledge Process Outsourcing
7. It is system is being carried out online with the data being held at a third party’s premises and
accessed via the web. This type of BPO is a means to save physical office space so one may retrieve
information quickly and easily.
A. Accounting C. Procurement
B. Document Management D. Software Development
8. It involves managing requests for information or proposals and recommending the best potential
suppliers, selecting suppliers, and issuing/managing legal contracts.
A. Accounting C. Procurement
B. Document Management D. Software Development
9. What is the service of Finance and Accounting type of BPO?
A. Save data and documents of companies
B. Secures finance and accounts the financial resources of companies
C. Deals supplies for the company they worked for
D. Developing the software for the to use
 10. Which of the following is not a kind of BPO Service?
A. Procurement C. Manufacturing
B. Software and Development D. Document Management
11. In what Conditional Level the following statement is in: “If the man follows my direction, he will
reach the airport in no time.”
A. Zero Conditional C. Second Conditional
B. First Conditional D. Third Conditional
12. Conditional Statements means – .
A. Make things possibly happened without a reason
B. An action that relies on another action
C. Condition of things in a situation
D. Elaboration of the things happened in the future
13. Which of the following is NOT a reason why we listen?
A. To gather information C. To be entertain
B. To judge others D. To learn
14. What is listening?
A. To make others believe what you’re saying.
B. A process of making yourself good to others.
C. It is an unconscious process of hearing and perceiving something using your ear.
D. A conscious process that requires concentration so that one can process the meaning of the words
and sentences.
15. What are the main factors why sometimes we could not listen carefully to something we want to
listen?
A. Because we are doing something else?
B. Because there is something outside making a noise?
C. Because we are hungry?
D. All of the above?
16. As a Call Center Representative, Active listening is not just listening to the words but also _______.
A. Make other things while talking to your customer
B. Quickly conclude what will be happen while you’re listening
C. Entails trying to understand the whole message sent
D. Try interrupting if the other end is raising his/her voice
17. It is a listening tip where you reinstate or ask questions after the one talking is finished.
A. Pay Attention C. Defer Judgement
B. Provide Feedback D. Respond Appropriately
18. A characteristic of an entrepreneur that assumes full responsibility over their business.
A. Hardworking B. Committed C. Confident D. Creative
19. A characteristic which you put yourself in a position of being responsible for the failure or success of
your business.
A. Has the initiative B. Profit-oriented C. Discipline D. Committed
20. This is a characteristic of having self-reliance in one’s ability and judgement.
A. Creative B. Excellent Planner C. Confident D. Discipline
21. Which of the following is NOT an entrepreneur’s characteristic?
A. Profit-oriented B. Creative C. Enthusiastic D. Possesses people skills
22. Ability to accept change is?
A. Relying on yourself C. Making fun with changes
B. Acceptance of your fate D. Cope with and thrive on changes
23. It is the ability to think quickly and to make wise decisions.
A. Excellent Planner C. Possesses people skills
B. Profit-oriented D. Sound decision maker
 24. Being _______ and innovative is important in order to have an edge over other competitors.
A. Committed B. Creative C. Hardworking D. Discipline
25. This characteristic refers to effective and efficient communication to the people in and out of your
business.
A. Excellent Planner C. Possesses People Skills
B. Sound Decision Maker D. Ability to accept change
26. This is a characteristic of an entrepreneur which he/she fights the temptation and focusing to do what
is right.
A. Discipline B. Committed C. Hardworking D. Creative
27. Being an Excellent Planner means what?
A. Thinking wisely between options
B. Make things better by changing goals
C. Efficient in talking to people
D. Think strategically to achieve goals in business
28. These are essential to an individual to live.
A. Consumption B. Wants C. Needs D. Place
29. These are desires, luxury and extravagance that signify wealth and expensive way of living.
A. greed B. wants C. place D. needs
30. Which of the following is NOT an acceptable question to ask yourself when developing your
product?
A. For whom are the products/services aimed at?
B. When should the products/services be sold/execute?
C. What benefit will the costumers expect from product/service?
D. How will the product/service differ from the existing brand?
31. A type of call that allows discussion of a problem related to a product or service provided by the
organization.
A. Document/Order Processing C. Inquiry Services
B. Complaint Resolution D. Telemarketing/Teleservices
32. This is a type of call that prescreening possible customers or setting up sales calls for sales
representatives
A. Document/Order Processing C. Inquiry Services
B. Complaint Resolution D. Telemarketing/Teleservices
33. This call is intendent to answer the FAQs or Frequently Asked Questions from customers.
A. Document/Order Processing C. Inquiry Services
B. Complaint Resolution D. Telemarketing/Teleservices
34. This call intends to organize a company’s data and information for easy access.
A. Document/Order Processing C. Inquiry Services
B. Complaint Resolution D. Telemarketing/Teleservices
35. Which of the following is NOT a type of Call Center title?
A. Agent B. Remover C. Operator D. Consultant
36. This type of Call Center Job manages, organizes and process knowledge in order to use it to find
answers to queries.
A. Sales C. Booking
B. Data Gathering D. Travel Advisory
37. This job title was formerly known as “information”
E. Data Gathering G. Academic Instructions
F. Sales H. Directory
38. It is attributed to travel bookings.
E. Travel Advisories G. Counseling
F. Booking H. Sales
39. This is an assistance that makes use of toll-free telephone service designed to assist callers on matters
that may include the physical, mental, emotional or spiritual well- being.
E. Travel Advisories G. Counseling
F. Booking H. Sales
40. These involve online tutorial call centers and other academic institutions which provide academic
instructions.
A. Data Gathering C. Academic Instructions
B. Sales D. Directory

Prepared by: Noted:

BRYAN J. ACEDERA ADORA A. MARFIL

Subject Teacher Subject Coordinator

Recommending Approval:

CAROLINA A. MARABE
Over-all Subject Coordinator

Noted:
RANDY EMMANUEL V. BULANON
Principal I