GRAMMAR Preposition A part of speech that indicates the relationship, often spatial, of one word to another.

. For example, She paused at the gate; This tomato is ripe for picking; and They talked the matter over head to head. Some common prepositions are at, by, for, from, in, into, on, to, and with. Tenses past perfect, indicating that action was completed in the past ("I had gone to the store") simple past, indicating that action was occurring in the past ("I went to the store"); or, in the subjunctive mood, suggesting unreality ("Were I you...") present perfect, indicating that action was recently completed ("I have gone to the store") simple present, indicating that action is occurring now ("I hate you"); or, in the subjunctive mood, suggesting greater possibility ("Be he alive or be he dead...") future perfect, indicating that action will be completed in the future ("I will have gone to the store") simple future, indicating that action will occur in the future ("You will be mine") READING COMPREHENSION TEST Guess Who I bumped into? Tim wandered along the path thinking aloud, "If I continue this diet I should lose twenty pounds by the end of..." when BOOM! he bumped into another city dweller out for a day's walk in the park. "I'm terribly sorry", he apologized. "I was so caught up in my thoughts I didn't see you!" he managed to stammer. Smiling, Sheila responded, "It's OK. Nothing's broken... No really, I wasn't watching my step either." Suddenly they both stopped making excuses and stared at each other. "Don't I know you from somewhere?" inquired Tim while Sheila exclaimed, "You're Tim, Jack's brother, aren't you?!" They both began to laugh as they had met each other the week before at a party that Jack had given. Still laughing, Tim suggested, "Why don't we have a cup a coffee and donut?" to which Sheila replied, "I thought you wanted to continue your diet!" They both were still laughing by the time they reached the Swimming Donut cafe. Question and Answers (highlighted) Why did Tim bump into Sheila? 1. He was on a diet. 2. He wasn't paying attention. 3. He was writing his thoughts down. Where do they live? 1. In the park 2. In the countryside 3. In the city Whose fault was the incident? 1. Tim's 2. Sheila's 3. It's not clear. Where did they first meet? 1. In the park 2. At the Swimming Donut 3. At Tim's Brother's house Why was Tim's suggestion funny? 1. He was supposedly on a diet. 2. The name of the cafe was strange. 3. They were on a walk and their were no donuts in the park.

SALES EXAM *You have to offer any related product to the customer who is considered buying something. *You have to offer higher products to the customer that will fit for their budget. *Offer a product that best fit to the customer's personality. INTERNET AND COMPUTER TERMS Computer Terms and Definitions Application/program - software created to do a specific task or function like word processing. CD-ROM - Compact Disc, read-only memory. CPU/ mother board - the brain of the computer. Crash - computer screen is frozen. Cursor - visual indicator. Desktop - view on the monitor. Drive - disk reside and operate. File/document - anything that is saved to your computer. File server or server - large capacity computer which is connected to the other computers. Floppy disk/diskette - flat, portable disk where can store files. Gig - amount of memory. Graphic user interface - GUI, shown graphically Hard disk/hard drive - permanent storage. Hardware - physical components. Icons - pictures that are shortcut to programs. Initialize/format - delete all information. Meg - memory or space. Modem - jack that transmit and receive information. Monitor - the screen in which you see your work. Mouse - duplicates the movements of your hand on the computer's screen. MP3 - MPEG-1 Audio Layer-3. Network - group of computers. NIC - Network Interface Card. Operating system or Platform - software. Peripherals - aren't part of the main machine. RAM - Random Access Memory. ROM - Read Only Memory. Software - application. System - pieces of software. Teleconferencing - conferencing using telephone or network connection. USB - Universal Serial Bus. Video Conferencing - teleconferencing but more involved, graphic and pictures. Webcast - deliver live and delayed versions of sounds. Windows - graphic way of displaying information. LAN - Local Area Network. Network within office or building. DSL - Domain Specific Language. Internet connection> Modem >Computer. MMS - Multimedia Messaging Service SMS - Short Message Service iPhone - 3G, touch screen, MMS Search Engines: www.google.com.ph www.yahoo.co.uk www.msn.com.ph

SEARCH THE INTERNET Sample Questions 1. Who is the first female African American who won the Emmy Awards? Lynn Whitfield 2. What is the mosquito that causes dengue fever? Aedes Egypti 3. Who are the creators of Dora The Explorer? Chris Gifford 4. Who is the governor of California? Arnold Schwarzenegger 5. The stars in American flag represents what? 50 states of United States 6. What is the deepest part of Mariana Trench? The Challenger Deep 7. What is the civil organization of Dr. Jose Rizal? La Liga Filipina 8. What kind of dog is Lassie? Collie 9. Who is the director of the Gladiator movie? Ridley Scott 10. What is the highest peak of the United States? Mount Mckinley or Denali 11. Who is the father of shoe industry? Laureano Guevarra 12. Who is the founder/ Chairman of Teleformance? Daniel Julien 13. Who is the managing director of Teleperformance Philippines? Dave Rizzo 14. Who is the president of Teleperformance Philippines? Miguel Cojuangco 15. Where in America you can find the Disneyland? Anaheim, California Note: You must open 3-4 tabs/windows to utilize time since it's under time pressure. (10 minutes) Instead of typing the whole question, just do the copy the question and paste it to the browser. You have to use the search engines, but you can also use wiki.answers.com for much faster. ESSAY Tell me something about yourself -Write something unique about you. Something that you sold in the past (could be a product, service or opinion) -Be careful with your grammar and tenses, it should be all in past tense. Note: This is for only 5 minutes, so make it fast but write legibly. INTERVIEWERS SAMPLE QUESTIONS Initial Interview Tell me something about yourself. Format: Name, nickname, education, training (if that is related to the job), work experiences (kind of work that involves customer service), hobbies (2 or 3, should be related to the job that you are applying for.). Ex: Im John Lee, you can call me Jay. I studied in Jose Rizal University in Mandaluyong City with a bachelor degree of commerce in computer science. I also finished call center agent training in VCC Link in Makati City year 2010. I worked in Jollibee as part-time worker for 6 months as a dining crew, assisting to our customers needs is my expertise. I love to do chatting and surfing the web for news and new discoveries to gain more information and knowledge during my spare times. Out of the box questions

Ex: - If you will be given a chance to go to another country, where will it be? (State why, much better if theres someone that you want to visit there) - Who is favorite superhero and why? (It could be you parents or somebody else) - If you will be given a power, what power do you want to have? (Choose something that can help others, like healing) - Etcetera. Interests Q: Why do you want to be a call center agent? A: I want to be a call center agent because I want to continue my career in giving a high standard of customer service and for me to apply all my knowledge and skills in giving a great customer experience. Q: What do you know about being a call center agent? Q: What are the jobs of a call center agent? Q: What do you mean by call center agent? A: Call center agent gives accurate information and education to the customer about the particular products or services. They serve as a direct point of contact to the customer and the main job of a call center agent is to provide service, assistance and help for customers. Q: What do you know/mean by call center? A: Call center is a service center which equipped with telecom facilities, internet access and wide database. Call center can handle large volume of calls, both inbound and outbound calls. Q: What do you mean by inbound call? A: Inbound call means the customer takes the initiative to contact the call center or in other words incoming calls from the customers. Q: What is outbound call? A: Outbound call means that the call center agent is the one whos initiates to contact the customer in behalf of the company or client, or in simple term outgoing calls from call center agent to customer. Q: What do you mean by customer service? A: Customer service means the consistently and constantly provides the needs or which ever possible is to exceed the needs of the customer. Q: How long are you planning to stay with the company? A: As long as the company needs my service and as long as the company is happy with my performance. Q: What is your desire salary? A: 12 - 15 thousand a month. Q: What if we can only give 10 thousand as your salary? A: If the company thinks that I deserved 10 thousand then, I will accept it because I know if the company can only see my dedication they will compensate me generously. Q: What do you think you are 6 months from now? A: I will become the number one agent of this company and hopefully in much higher position like Quality Assurance. Q: What do you think you are 1 - 5 year from now? A: I'm still with this company as one the supervisors.

Behavior Q: How do you handle an irate customer? A: First of all, I will listen to the customers verbatim and I will let them feel that I understand what theyre talking about. Second. I will express empathy like saying I understand where you are coming from. I know this is not the level of service you were expected. But I can assure that this issue will be resolved before this call ends and will never happen again. In behalf of our company Im sorry about what happened.. . After that, I will provide exact and accurate information of what happened and will give immediate and permanent resolution for the customers issue. If the customer using profane words: If the customer is abusive, calmly interject something to the effect of "I appreciate your frustration with the situation however attacking me will not improve anything - I would like to help you." I can assure you that this issue will be resolved with your full cooperation. Q: What is your strength? A: I'm very patient and can easily adapt changes which are very important if you work as a call center agent. Q: What is your weakness? A: My weakness is boredom. I don't want to be useless, I dont want to be unoccupied; I always find something to do because if I'm not doing anything I will be more tired. Q: So, that's the only weakness you have? Q: So, you're saying that you're perfect? Q: What attitude do you think you have for me to think not to hire you? A: I'm prefect for the job but I'm not saying that Im perfect as a person. Yes, I acknowledge my limitations. However, I will let those negative attitudes to hinder me from achieving my success. Q: If your supervisor/superior asking you to do something that you know the fact that its not correct. What will you do? A: I will not do it; I might not just crash myself but the whole company and everyone else. I will explain to my superior why I will not do that and will try to think a much better resolution that will not destroy my and my companys reputation. Mock call The interviewer might give you a situation where you need to guide him/her to do something. Sample Situation Ex: How to send a text message. YOU: Thank you for calling my name is Mike how can I help you? CUSTOMER: Im calling in because I really dont know how to text. I need to send a message to my friend because today is his/her birthday. Can you help me with that? YOU: Absolutely! Ill be glad to assist you with that. So what phone model do we have there? CUSTOMER: For example: Nokia 3310 YOU: Okay. Lets begin could you please turn on your phone and go to the main screen where you can see the time and date. (Are you now on the main screen?). CUSTOMER: Yes. Im now on the main screen. YOU: Next, go to menu and then scroll down, when you saw an envelope icon press okay. (What can you see now on the screen?) CUSTOMER: Write Messages. YOU: Choose write messages then you will see a blank page (right?). Now, type the message you want.

CUSTOMER: I dont really know how to type a message. YOU: Oh, not a problem let me walk you through. What message do you want to say to your friend? CUSTOMER: a Happy birthday. YOU: Okay, lets start. Are you ready? CUSTOMER: Yup. YOU: Press number 4 twice, number 2 once (can you follow?) press number 7 once, then press it once again (you should have 2 letter Ps on the screen). Now, press number 9 trice (you should now have a word HAPPY on the screen)..so on. YOU: Okay, were done typing in the happy birthday anything else you want to add? CUSTOMER: Thats it. YOU: Okay. There is a word option on the bottom left side of the screen, press the most upper left button on your key pad. Then, you will see send (right?) then, press it. We need to send it now to your friend. Do you know his/her number? CUSTOMER: I memorized it. YOU: Enter now the mobile phone number and press send after. You will see the word sending on the screen lets wait for that. CUSTOMER: I can now see Message Sent YOU: Alright! So it means were all set now. Your message will receive by your friend after a second or two. So, Is there anything else that I could assist you with? CUSTOMERL: No. Thats it. Youve been a great help. Thank you! YOU: Youre welcome and send my regards to your friend. Thank you for choosing _____ (Just say Teleperforamance. Hahaha!) And have a nice day! Take care. -endImportant Reminders Use idiomatic expression as much as possible. Express excitement and happiness while answering all of the questions of the interviewers. Give a warm smile from time to time if necessary. Take note of the important skills that a call center agent must have: Excellent communication and listening skills. Able to do multitasking. Computer skills. Let me know when youre ready for the recruitment. Mike: Text me @ 09494715072 Smart, 09154974002 Globe. -Good luck-

Pro-Speak The candidates will be asked to wear a headset and handouts to guide them through the test. The test is divided into five parts with different set of instructions. Part I Candidate will be given 10 to 15 English sentences to be read randomly. The comp[uter will say which number you should read and it wont necessarily by order. Example The computer says read sentence number 7 The candidate must read the number 7 which is: 7.1 I cant go jogging today because its raining Pat II The computer will say different sentences and statements on which the candidates must repeat. So candidates must listen carefully. Example If the computer says: Ill have breakfast at the coffee shop today. Candidate must say: Ill have breakfast at the coffee shop today. Part III The computer will then ask candidates to answer certain questions that will be read to them all candidates have to do is state the correct answer to the question. Example From where do you drink water from a bottle or a newspaper? The candidate should answer from the bottle, or bottle Part IV The computer will give random statements to the candidate and the candidate must arrange and put those sentences together to form a sentence. Example: Apples from.by the hill..a tree..she gets Your answer should be She gets apples from a tree by the hill

Part V The computer will give three short stories. Per after story, the candidate will be given 40 seconds to re-tell it. The candidate will have to be able to give the important details (who, where, when, etc) Part VI The computer will give 2 situations about life and personal issues. The candidate must explain in 30 seconds. Example: The parents are both working and the child is left to be taken care of a non-relative. Will the child be independent when he grows up? Part VII The computer will ask the candidate to answer personal questions about him/herself this portion of the test is optional. Example: When were you born, whats your nationality, favorite movie,.etc. Out of the box questions: How do you explain color blue to a blind person? I would bring that person to seashore let him hear the calming sound of the waves, the smell of the ocean air, the taste of sea water moist and soothing feel of the water. Because to me blue is a relaxing color. How do you explain color red to a blind person? I will bring the person near the fire until that person feels the warm of it or outside when theres sunlight I will explain to that person that is the symbolizes, hot or warm.