Knowledge of product and service

1. CUSTOMER: I want to buy mobile SIM card.

CALL CENTER ADVISOR: Do you want to buy SIM Card?
CUSTOMER: Yep I just want to call & browse internet and pay my bill at the
end of each month
Question: What is the customer looking for? ..........
A. Postpaid mobile SIM card
B. Prepaid mobile SIM card
C. Hybrid mobile SIM card
D. Data services mobile SIM card for browsing internet

1. What will I be charged for the CRBT or color back ring tone service?
A. Registration of the service is free of charge
B. CRBT fee is 5 birr for local tones
C. 7 birr for international tones
D. All
2. Which one of the following is main duty of contact center advisor?
A. Providing service for customer face to face
B. Providing service for customer through inbound call
C. Visiting customer at its address
D. All
3. Why ethio telecom contact center advisors required to have excellent product
and service knowledge? because it lets
A. Staff show off knowledge and impress the customer
B. The customers ‘needs be matched with the appropriate product
C. Sell high profit margin product regardless of the benefits to customer
D. To have good performance evaluation and to get promotion
4. The short code *999# represents
A. Commercial Bank contact center
B. Ethio telecom contact center
C. Recharging balance
D. Ethio gebeta services
5. Which one of the following is correct statement about ethio telecom Vision?
A. To be a world-class provider of telecom services.
B. To provide world-class, modern and high quality telecom services for all
citizens equitably so as to transform the multifaceted development of the
country to the highest level.
C. To provide quick response to customers and employees.

D. A&B
 6. Which one of the following is true about 994 contact center?
A. The Contact center is available 24/7 in five languages.
B. Provide you information about our offers and after sales support.
C. Customer can register different faults about ethio telecom services.
D. All.
7. Which one of the following

Customer service skill

1. A complaining customer is:

A. Sometimes right
B. Almost right
C. Often lying
D. Always the customer
2. A Call Center is defined as:

A. The midpoint in duration of a telephone call

B. A revenue sink hole
C. A place where actual sales transaction conducted
D. A location where complaints and problems are converted into successful saves for your
customers and your company

3. Which is the most appropriate way of dealing with a customer with a

complaint?
A. Putting the company’s case as persuasively as possible
B. Negotiating and calming according to recognized policy and procedures
C. Referring repeatedly to the relevant item of company policy
D. Doing everything possible to give the customer what they want
4. If you have not understand the customer request clearly what measure you
will take?
A. Ask the customer to repeat the question and reformulate
B. Forecast their question and go to solution
C. I will forward the complain to immediate supervisor
D. Advise the customer to call back again
5. Which one of the following customer handling step comes first?
A. Solving the problem
B. Understanding the problem
C. Closing conversation with customer
D. Wrap up the call professionally
6. One is not barrier to effective listening?
A. Unable to concentrate
B. Too preoccupied with ourselves
C. Unable to follow the points by the speaker
D. Get interested in what is being said
 7. The ability to provide the promised service or product dependably and
accurately may be defined as:
A. Assurance
B. Responsiveness
C. Courtesy
D. Reliability
8. If a customer service representative is aware that the organization is not
capable of meeting a customer’s expectations, the representative’s first
responsibility would be to:
A. Tell the customer of the organization’s inability to comply.
B. Shape the customer’s expectations to match what the organization is
capable of doing for him/her.
C. Encourage the customer to believe that the organization can do as he/she
asks.
D. Refer the customer to a higher level for further communication.
9. If you face none stop talking customer you have to:
A. Interrupt and stop the customer
B. Lead the customer to main point
C. Close the conversation with customer
D. Listen up to the customer will stop talking
10. Two basic principles of customer service are:
A. Minimize Defects; Maximize Strengths.
B. Sell First; Service Next.
C. Prepare your customer profile; Match the service to fit the profile.
D. Find out what the customer needs; Do whatever is necessary to satisfy those
needs.
11. Which of the following is a wrong notion regarding customer service?
A. Knowing the issues involved in a business is important to develop the
skills for effective customer service.
B. Once a business has "landed" a customer, it can start taking the customer
for granted.
C. Treat a non-paying customer the same way you treat a paying customer.
D. The cost of finding a new customer is considerably greater than the cost of
keeping one you already have.
14. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your
business or organization

17. Which of the following will NOT help you to be more persuasive?
A. Mirror body language and tone
 B. Use words that the other person agrees with
C. Talk about your own interest and goals
D. Makes your aims appear to put the other person at an advantage
18. A customer has call to 994 call center for broad band service fault registration. When

you ask the customer some more questions to answer, the customer complains
about all the bureaucratic process. In which of the following ways should you
respond to the customer?

A. Simply be patient with her.

B. Tell her the reasons why your office needs the information.
C. Suggest that she can contact her state legislators if she wants to change
the law.
D. Say that you cannot process her application until all the forms have been
completed.
19. You're helping a computer illiterate customer setup his Internet connection over the
phone. He is just not getting what you are trying to explain. How much time do you
spend explaining it to him?
A. I'd work with him for as long as it takes.
B. I'd go through it once as quickly as possible and then hang up.
C. About half an hour; I'd make sure he understands at least the basics.
D. I will inform the customer to call back again
20. Close ended questions are used to _____________________
A. Get specific information from the customer
B. Draw the customer into a conversation
C. Begin with words like "what", "how" and "why"
D. Are used when you need a lengthy explanation from a customer

Cooperation and stress management

12.The cornerstone attitude of an outstanding team player is to
A. Make sure he or she gets individual recognition.
B. Have competitive attitudes toward other groups.
C. Aspire to be the team leader.
D. Trust team members.
13.A cross-functional team is composed of
 A. Three different project groups.
B. Two supervisors along with other team members.
C. Members from different departments.
14. Which one of the following is correct about providing feedback?
A. Feedback should focus on individual’s personality rather than their
actions.
B. The provided feedback should be create misunderstanding
C. Provide feedback in a public setting, especially the negative feedback
D. Provide feedback immediately after you become aware of problem
behavior.
21. The first thing to do when resolving conflict with someone else is to…
a. Assertively but diplomatically state your perspective
b. Brainstorm possible solutions to the problem
c. Communicate the issue to the immediate supervisor
d. Listen to their perspective

22. When resolving conflict it is essential to make the most eye contact in which of the
following circumstances:

A. When you are brainstorming

B. When you are problem-solving
C. When you are listening
D. When you are assertively stating your point

1. Which one of the following is mental symptoms of stress:

A. Lack of concentration
B. Headache
C. Fatigue
D. Sleeping pattern change

English Language skill

2. Abebe: My wife and I bought some great house plants yesterday.
Sara: Really? Do you have a lot of sunlight in your house?
 Abebe: No, so we bought some plants that have low light requirements.
Question: What kind of plants did Abebe buy? ..........
A. Small house plants
B. Plants that need a lot of sunlight
C. Plants that don't need a lot of sunlight
D. Big house plant

23. An employee agreed the following rules for their rosters in call center: When
Demekech works, Solomon works too; When Solomon works, Challa is not; When
Challa doesn’t work, Ali doesn’t work too. Which of the following conclusions is
derived from this information?
a. If Solomon works, Demekech works too.
b. If Demekech works, Ali doesn’t.
c. If Solomon doesn’t work, Ali doesn’t.
d. If Ali doesn’t work, Solomon doesn’t work too.
24. Knowledge of another language fosters greater awareness of cultural diversity
among the peoples of the world.
Individuals who have foreign language skills can appreciate more readily other
peoples’ values and ways of life.
How are the two sentences related?
A. They contradict each other.
B. They present problems and solutions.
C. They establish a contrast.
D. They repeat the same idea.

25. It is easy to carry solid objects without spilling them, but the same cannot be said of
liquids. Rewrite, beginning with Unlike liquids, the next words will be
A. it is easy to
B. we can easily
C. solid objects can easily be
D. solid objects are easy to be
26. “Many crimes occur because people are poor and need food and money.” Which one of the
following is best support the statement?
A. Many crimes are economic in nature.
B. Most people who are poor should be employed.
C. Most crime occurs in cities.
D. Our welfare programs are not adequate

27. Though the waste of time or the expenditure on fashions is very large, yet fashions have
come to stay. They will not go, come what may. However, what is now required is that
strong efforts should be made to displace the excessive craze for fashion from the minds of
these youngsters.
The passage best supports the statement that:
fashion is the need of the
A. A.
day.
B.the excessive craze for fashion is detrimental to one's personality.B.
the hoard for fashion should be done away with so as not to let down the constructive
C. C.
development.
D.work and other activities should be valued more than the outward appearance.
28. With varying success, many women around the world today struggle for equal rights. Historically,
women have achieved greater equality with men during periods of social adversity. The following
factors initiated the greatest number of improvements for women: violent revolution, world war,
and the rigors of pioneering in an undeveloped land. In all three cases, the essential element that
improved the status of women was a shortage of men, which required women to perform many of
society’s vital tasks. We can conclude from the information in this passage that

A. women today are highly successful in winning equal rights.

B. only pioneer women have been considered equal to men.

C. historically, women have only achieved equality through force.

D. historically, the principle of equality alone has not been enough to secure women equal rights.
29. As a result of implementing an experimental farming system that combined aggressive new
fertilization, deep irrigation, and speculative pesticides, the yield on crops at a farm in central Africa
grew consistently and considerably over the past six years. However, yields this year unexpectedly
plummeted, causing the farm's owners considerable financial difficulties.

Which of the following statements, if true, best explains the unexpected drop in yield?

A) As a result of a serious and recent economic recession, the market for the products the
 farm produced shrank in size during the past year.

B) The central Africa region where the farm in question is located experienced a drought 9
years ago, 3 years ago, and this past year.

C) A different experimental system, used on a different crop, failed after two years at a
farm in Iowa. Scientists later discovered that chemicals involved in this different system
slowly poisoned the soil.

D) Significant and sustained increases in agricultural productivity eventually lead to an

exhaustion of important nutrients in land.

IT Question
1. The most widely used computer device is
A. Solid state disks
B. External hard disc
C. Internal hard disk
D. Mouse
2. _______ are software which is used to do particular task
A. Operating system
B. Program
C. Data
D. Software
3. Excel uniquely identifies cell within a worksheet with a cell name
A. Cell name
B. Column numbers and row letters
C. Column letters and row numbers
D. Cell locator’s coordinates

4. When you want to insert a blank imbedded excel object in a word document you can

A. Click the object command on the insert menu

B. Click the office link button on the standard toolbar
C. Click the create worksheet button on the formatting toolbar
D. Click the import excel command on the file menu
5. One is used to send and receive mail among organization employee

A. Microsoft excel
B. Microsoft word
C. Microsoft outlook
D. All