FINAL EXAMINATION

IN INTRODUCTION TO ICT SPECIALIZATION 2

NAME ____________________________________ CURR. & YR LEVEL ______________ DATE ________ SCORE _____
Encircle the letter of the correct answer.

1. POTS stands for_________

a. Plane Old Telecommunications System b. Plain Old Telephone System
c. Palace Old Telecommunications System d. Portrait Old Telecommunications System

2. DSL stands for __________.

a. Descriptive Subscriber Line b. Digitalization Subscriber Line
c. Digital Subscriber Line d. Detailed Subscriber Line

3. What is a local loop in the context of a POTS network?

a. The telephone cord
b. The network infrastructure connecting a telephone to the central office
c. The central office itself
d. The telephone handset

4. What type of signal does a POTS network primarily use?

a. Digital b. Analog c. Wireless d. Optical

5. Which of the following is NOT a core function of a central office?

a. Switching calls b. Providing power to telephones
c. Providing internet access d. Routing calls to distant locations

6. What is a Digital Subscriber Line (DSL) and what is it used for?

a. A type of wireless internet connection
b. A type of fiber optic internet connection
c. A method of transmitting data over existing telephone lines
d. A way to encrypt data online

7. Which type of DSL offers higher download speeds than upload speeds?
a. SDSL b. ADSL c. VDSL d. HDSL

8. What is one benefit of using DSL internet compared to dial-up?

a. DSL is always on, while dial-up requires a phone call connection
b. Dial-up offers faster download speeds than DSL
c. DSL requires the use of a computer, while dial-up does not
d. Dial-up is more affordable than DSL

9. What is a potential drawback of using DSL internet?

a. DSL speeds are generally faster than dial-up
b. DSL speeds can vary depending on distance from the central office
c. DSL requires a special modem
d. DSL is more affordable than dial-up

10. What does LASER stand for?

a. Light Amplification by Stimulated Emission of Radiation
b. Light Administration of Stimulated Energy Radiation
c. Laser Amplification by Stimulated Emission of Radiation
d. None of the above

11. The core of a fiber optic cable is composed

a. Copper wiring b. Sound waves
c. Thin strands of glass d. all of the above

12. Fiber Optics is

a. Communication over copper wires
b. Communication over speaker wire
c. Communication over thin stands of glass
d. All of the above
13. Outside plant premises is?
a. Installing fiber optics in a LAN b. Installing fiber optics outside
c. Installing fiber optics in a school d. None of the above

14. The light used in Fiber Optic cabling is

a. UV b. Visible c. Infrared d. Invisible

15. What is the purpose of the cladding on the fiber cables?

a. To prevent light from escaping b. Total internal reflection
c. Both a and b d. none of the above

16. Refraction happens because?

a. The light slows down in a material b. The light changes color in a material
c. The light speeds up in a material d. The light stops in a material

17. What happens when a laser is pointed into a prism?

a. The light shines straight through the prism
b. The light counteracts and shines in the opposite direction
c. The light shines out the same side but at a small angle
d. All of the above

18. Why are Fiber Optics used?

a. Security b. Speed c. Freedom from Interference d. all of the above

19. What is a fiber optic connector?

a. A splice with two wires
b. A component created to convert data
c. A component designed to protect the glass strands
d. None of them

20. All of these are safety precautions, except one.

a. Always wear safety glasses with side shields.
b. After handling fiber, wash hands thoroughly before touching eyes or contact lenses.
c. Drop fiber scraps on the floor.
d. Do not eat, drink or smoke near the working area.

21. What is the primary purpose of using a level during mast installation?
a. To measure the length of the coaxial cables
b. To ensure the mast is straight and properly aligned
c. To ensure the mast is properly grounded
d. To secure the cables to the mast

22. What is the main reason to ground the mast?

a. For safety and compliance b. To measure the length of the coaxial cables
c. To secure the cables to the mast d. To ensure the mast is properly aligned

23. Examples of high speed Internet connection.

a. Digital Subscriber Line (DSL) b. Cable Internet Service
c. Fixed Wireless d. All of the above

24. The fastest type of broadband connection is ________________________

a. Fiber to the Premises b. Mobile Broadband
c. DSL d. Satelite Network

25. Provide high-speed Internet connection through the telephone network.

a. Cable Internet Service b. Fiber to the Premises (FTTP)
c. Digital Subscriber Line (DSL) d. Fixed Wireless

26. Danish uses the Internet connection provide at Mamak Ali Maju restaurant to read news online
a. Wi-Fi b. Fiber to the Premises (FTTP)
c. Cellular Radio Network d. Fixed Wireless
27. Provides internet access through mobile phone service provider. Uses high-frequency radio waves, transferred via
base stations.
a. Wi-Fi b. Fiber to the Premises (FTTP)
c. Cellular Radio Network d. Cable Internet Service

28. A ship travelling around the world should use this type of internet connection .
a. Satelite Internet Connection b. Radio Celullar Networks
c. Fixed Wireless d. Fiber Optic Cable
29. Broadband is the common term for a very fast connection to the Internet. Choose wired broadband Internet
Connection.
a. Mobile broadband b. Fixes wireless
c. Cable Internet Services d. WiFi

30. This internet high speed connection is fixed and short range techology that use radio signal. It is available in hotspot
area such as home, airports and coffee shops. This description is suitable for
a. Mobile broadband b. Cable Internet Services
c. Fixed Wireless d. Wi-Fi
31. These are installed and hosted on physical servers within a business’s premises.
a. Cloud-based contact centers b. Hosted contact centers
c. Hardware contact centers d. Virtual contact centers

32. These are centers where the contact center infrastructure is outsourced to another company that manages the
systems externally.
a. Cloud-based contact centers b. Hosted contact centers
c. Hardware contact centers d. Virtual contact centers

33. This is a principle of a good customer service that always starts with a human touch.
a. Proactive b. Personalized
c. Competent d. Convenient

34. This is a skill of a great customer support representative who has the ability to relate to anybody, but they’re
especially good with frustrated people.
a. Patience b. front office outsourcing
c. Emotional Intelligence d. Persuasion

35. It is a subset of BPO which is a centralized office that facilitates large amounts of inbound and outbound telephone
calls.
a. accounting b. call center
c. document manager d. software management

36. Refers to the comapany/ies you represent

a. representative b. clients c. agent d. BPO

37. This is the ability to truly listen to customers.

a. patience b. attentiveness
c. creativity and resourcefulness d. clear communication

38. This is the skill of a best customer service professionals to have a deep knowledge of how their companies’ products
work.
a. willingness to learn b. acting skills
c. product knowledge d. time management

39. Greet the costumer politely and make sure that you speak clearly in handling the call.
a. prompts and greetings b. manner of conversation
c. confirm messages d. redundancy

40. Refers to an important resource for updated telephone lists, addresses and names.
a. directory b. technical support c. data gathering sales d. sales

41. The following are what we do to our computer when IP address is needed, except this.
a. Connecting to a home network router b. Communicating with another computer using TCP
c. Connecting to a Wi-Fi hotspot d. Playing media from the hard drive
42. A home router...
a. enables safe sharing of resources among network devices in the home
b. boils water
c. helps people build Web sites.
d. makes home computer run faster

43. Its coverage is limited to a maximum of 300 feet (91.44 meters) radius and high speed connectivity is only possible as
long as a user remains within the coverage range of the wireless access point.
a. Wifi b. wimax c. 3G d. 5G

44. This generation speeds of up to 10 Gbps.

a. Wifi b. wimax c. 3G d. 5G

45. The following are things you need before getting started of installing the fixed wireless broadband, except this.
a. modem b. network sim card c. outdoor antenna d. parabolic dish

46. It is the place where you commonly install your antenna.

a. ceiling b. roof or gutter c. underground d. master bedroom

47. Your network sim card is to be inserted to the __________________.

a. tv b. laptop c. modem d. monitor

48. Blue or green lights on your modem indicates ___________________.

a. that your modem is receiving a good internet signal
b. that your modem is not receiving good internet signal.
c. that your modem is in trouble.
d. that your modem needs help.

49. This is the ability to understand and share the feelings of another.
a. patience c. persuasion
c. empathy d. tenacity

50. The product specialist who once said that “having that solid product foundation not only ensures you’ve got the best
tricks up your sleeve to help customers navigate even the most complex situations”…
a. Elyse Roach b. Catherine Beecher
c. Ellen Richards d. Helena Benitez
 ANSWER KEY

1. POTS stands for_________

a. Plane Old Telecommunications System b. Plain Old Telephone System
c. Palace Old Telecommunications System d. Portrait Old Telecommunications System

2. DSL stands for __________.

a. Descriptive Subscriber Line b. Digitalization Subscriber Line
c. Digital Subscriber Line d. Detailed Subscriber Line

3. What is a local loop in the context of a POTS network?

a. The telephone cord
b. The network infrastructure connecting a telephone to the central office
c. The central office itself
d. The telephone handset

4. What type of signal does a POTS network primarily use?

a. Digital b. Analog c. Wireless d. Optical

5. Which of the following is NOT a core function of a central office?

a) Switching calls b) Providing power to telephones
c) Providing internet access d) Routing calls to distant locations
6. What is a Digital Subscriber Line (DSL) and what is it used for?
a) A type of wireless internet connection
b) A type of fiber optic internet connection
c) A method of transmitting data over existing telephone lines
d) A way to encrypt data online

7. Which type of DSL offers higher download speeds than upload speeds?
a) SDSL b) ADSL c) VDSL d) HDSL

8. What is one benefit of using DSL internet compared to dial-up?

a. DSL is always on, while dial-up requires a phone call connection
b. Dial-up offers faster download speeds than DSL
c. DSL requires the us
]e of a computer, while dial-up does not
d. Dial-up is more affordable than DSL

9. What is a potential drawback of using DSL internet?

a. DSL speeds are generally faster than dial-up
b. DSL speeds can vary depending on distance from the central office
c. DSL requires a special modem
d. DSL is more affordable than dial-up

10. What does LASER stand for?

a. Light Amplification by Stimulated Emission of Radiation
b. Light Administration of Stimulated Energy Radiation
c. Laser Amplification by Stimulated Emission of Radiation
d. None of the above

11. The core of a fiber optic cable is composed

a. Copper wiring b. Sound waves
c. Thin strands of glass d. all of the above

12. Fiber Optics is

a. Communication over copper wires

b. Communication over speaker wire
c. Communication over thin stands of glass
d. All of the above
13. Outside plant premises is?
a. Installing fiber optics in a LAN b. Installing fiber optics outside
c. Installing fiber optics in a school d. None of the above

14. The light used in Fiber Optic cabling is

a. UV b. Visible c. Infrared d. Invisible

15. What is the purpose of the cladding on the fiber cables?

a. To prevent light from escaping b. Total internal reflection
c. Both a and b d. none of the above

16. Refraction happens because?

a. The light slows down in a material b. The light changes color in a material
c. The light speeds up in a material d. The light stops in a material

17. What happens when a laser is pointed into a prism?

a. The light shines straight through the prism
b. The light counteracts and shines in the opposite direction
c. The light shines out the same side but at a small angle
d. All of the above

18. Why are Fiber Optics used?

a. Security b. Speed c. Freedom from Interference d. all of the above

19. What is a fiber optic connector?

a. A splice with two wires
b. A component created to convert data
c. A component designed to protect the glass strands
d. None of them

20. All of these are safety precautions, except one.

a. Always wear safety glasses with side shields.
b. After handling fiber, wash hands thoroughly before touching eyes or contact lenses.
c. Drop fiber scraps on the floor.
d. Do not eat, drink or smoke near the working area.

21. What is the primary purpose of using a level during mast installation?
a. To measure the length of the coaxial cables
b. To ensure the mast is straight and properly aligned
c. To ensure the mast is properly grounded
d. To secure the cables to the mast

22. What is the main reason to ground the mast?

a. For safety and compliance b. To measure the length of the coaxial cables
c. To secure the cables to the mast d. To ensure the mast is properly aligned

23. Examples of high speed Internet connection.

a. Digital Subscriber Line (DSL) b. Cable Internet Service

c. Fixed Wireless d. All of the above

24. The fastest type of broadband connection is ________________________

a. Fiber to the Premises b. Mobile Broadband

c. DSL d. Satelite Network

25. Provide high-speed Internet connection through the telephone network.

a. Cable Internet Service b. Fiber to the Premises (FTTP)

c. Digital Subscriber Line (DSL) d. Fixed Wireless
26. Danish uses the Internet connection provide at Mamak Ali Maju restaurant to read news online

a. Wi-Fi b. Fiber to the Premises (FTTP)

c. Cellular Radio Network d. Fixed Wireless

27. Provides internet access through mobile phone service provider. Uses high-frequency radio waves, transferred via
base stations.

a. Wi-Fi b. Fiber to the Premises (FTTP)

c. Cellular Radio Network d. Cable Internet Service

28. A ship travelling around the world should use this type of internet connection .
a. Satelite Internet Connection b. Radio Celullar Networks
c. Fixed Wireless d. Fiber Optic Cable
29. Broadband is the common term for a very fast connection to the Internet. Choose wired broadband Internet
Connection.

a. Mobile broadband b. Fixes wireless

c. Cable Internet Services d. WiFi

30. This internet high speed connection is fixed and short range techology that use radio signal. It is available in hotspot
area such as home, airports and coffee shops. This description is suitable for

a. Mobile broadband b. Cable Internet Services

c. Fixed Wireless d. Wi-Fi
31. These are installed and hosted on physical servers within a business’s premises.

a. Cloud-based contact centers b. Hosted contact centers

c. Hardware contact centers d. Virtual contact centers

32. These are centers where the contact center infrastructure is outsourced to another company that manages the
systems externally.

a. Cloud-based contact centers b. Hosted contact centers

c. Hardware contact centers d. Virtual contact centers

33. This is a principle of a good customer service that always starts with a human touch.

a. Proactive b. Personalized
c. Competent d. Convenient

34. This is a skill of a great customer support representative who has the ability to relate to anybody, but they’re
especially good with frustrated people.

a. Patience b. front office outsourcing

c. Emotional Intelligence d. Persuasion

35. It is a subset of BPO which is a centralized office that facilitates large amounts of inbound and outbound telephone
calls.

a. accounting b. call center

c. document manager d. software management

36. Refers to the comapany/ies you represent

a. representative b. clients c. agent d. BPO

37. This is the ability to truly listen to customers.

a. patience b. attentiveness
 c. creativity and resourcefulness d. clear communication

38. This is the skill of a best customer service professionals to have a deep knowledge of how their companies’ products
work.

a. willingness to learn b. acting skills

c. product knowledge d. time management

39. Greet the costumer politely and make sure that you speak clearly in handling the call.

a. prompts and greetings b. manner of conversation

c. confirm messages d. redundancy

40. Refers to an important resource for updated telephone lists, addresses and names.

a. directory b. technical support c. data gathering sales d. sales

41. The following are what we do to our computer when IP address is needed, except this.
a. Connecting to a home network router b. Communicating with another computer using TCP
c. Connecting to a Wi-Fi hotspot d. Playing media from the hard drive

42. A home router...

a. Enables safe sharing of resources among network devices in the home
b. boils water
c. help people build Web sites.
d. make home computer run faster

43. Its coverage is limited to a maximum of 300 feet (91.44 meters) radius and high speed connectivity is only possible as
long as a user remains within the coverage range of the wireless access point.
a. Wifi b. wimax c. 3G d. 5G

44. This generation speeds of up to 10 Gbps.

a. Wifi b. wimax c. 3G d. 5G

45. The following are things you need before getting started of installing the fixed wireless broadband, except this.
a. modem b. network sim card c. outdoor antenna d. parabolic dish
46. It is the place where you commonly install your antenna.
a. ceiling b. roof or gutter c. underground d. master bedroom
47. Your network sim card is to be inserted to the __________________.
a. tv b. laptop c. modem d. monitor
48. Blue or green lights on your modem indicates ___________________.
a. that your modem is receiving a good internet signal
b. that your modem is not receiving good internet signal.
c. that your modem is in trouble.
d. that your modem needs help.
49. This is the ability to understand and share the feelings of another.
a. patience c. persuasion
c. empathy d. tenacity
50. The product specialist who once said that “having that solid product foundation not only ensures you’ve got the best
tricks up your sleeve to help customers navigate even the most complex situations”…
a. Elyse Roach b. Catherine Beecher
c. Ellen Richards d. Helena Benitez