1) It is the smallest unit of pronunciation. a) Letter b) Syllable 2) Penultimate means ________________. a) Third to the last syllable b) Second to the last syllable 3) Ante-penultimate means ________________. a) Third to the last syllable b) Second to the last syllable 4) The word conduct is a/an __________________. a) Noun b) Verb 5) Where is the stress in the word communication? a) Ni b) Ca 6) Has a low pitch of voice at the beginning and up to the end of the statement. a) Falling Intonation b) Non-Final Intonation 7) Has a higher pitch of voice at the end of the statement. a) Rising Intonation b) Rising-Falling Intonation 8) Statement with series in the content is an example of ________________ a) Falling Intonation b) Non-Final Intonation 9) Interrogative sentence has _____________ intonation. a) Falling b) Rising 10) Questions answerable by yes or no have _______________ intonation. a) Falling b) Rising 11) What else can I help you with Ma’am? a) FALLING b) RISING 12) I believe that this record is sufficient. a) FALLING b) RISING 13) Would you want your items get delivered express or regular? a) RISING b) FALLING 14) As a matter of fact a) NON-FINAL INTONATION b) RISING 15) Is that all? a) RISING b) FALLING 16) It is joining of sounds or phonemes to make a word or a sentence. a) Blending b) Phrasing 17) The skill of grouping of words of a sentence for better delivery of thought. a) Blending b) Phrasing 18) This helps the agent catch breath for utterance of longer sentences. a) Blending b) Phrasing 19) Which symbol is used in phrasing as an indication of the end of the sentence? a) ; b) // 20) The correct blending of “hold her” is a) hold’er b) holder 21) Blending only changes the spelling of the words. a) True b) False 22) F in ‘of’ is changed to ‘ov’ in blending of words. a) True b) False 23) Parenthesis is used as an indication of a pause between clauses in a sentence. a) True b) False 24) Blending is usually used in native English language. a) True b) False 25) Phrasing helps the speaker catch breath while speaking long sentences. a) True b) False 26) These are cues such as spoken language and voice variations. a) verbal b) non-verbal 27) All are examples of bodily movements except ___? a) tone b) eye contact 28) According to Dr. Albert Mehrabian, the percentage of communication using voice or tone is _____? a) 38% b) 7 29) These are prompts used by people to decode response or reaction. a) conversational cues b) communication 30) When a caller has a lively voice, its possible interpretation is _____? a) distracted b) excited 31) A monotonous tone from the caller means he or she is uninterested in the conversation. a) ✅ b) ❌ 32) Long pauses over the phone might suggest that the customer is having difficulty processing what the agent is trying to say. a) ✅ b) ❌ 33) A long sigh and bored tone indicate a satisfied customer. a) ✅ b) ❌ 34) Long pauses are usually evident if the customer may seem distracted. a) ✅ b) ❌ 35) Fillers like “ah”, “hmm”, or “okay” which can be heard maybe a hint that the conversation is appealing for the customers. a) ✅ b) ❌ 36) It is also called the frequency of sound waves in your voice. a) Pitch b) Volume 37) These are persons normally with lower pitch quality. a) Men b) Women 38) This pitch level is used to begin a thought. a) 2-Pitch b) 4-Pitch 39) This refers to how the speaker says the words to put meaning on it. a) Tone b) Volume 40) These are tips on how to improve you tone except____ . a) Talk only to angry customers b) Change the stress in your words 41) The pitch level used to emphasize something or to show strong emotions. a) 2-Pitch b) 4-Pitch 42) This pitch shows boredom and discourages interaction. a) Monotonous pitch b) happy:) 43) A thing to do once faced with a difficult caller. a) a proper breathing b) ↑↑↑ 44) The variation in the pitch of the voice. a) tone b) volume 45) This is also called the neutral pitch level. a) 2-Pitch b) 4-Pitch

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