Functional English (Advanced)

In this section I have tried to provide the mcqs from  Functional English for 12th Class students.Please Share and spread knowledge.This will be very beneficial for our Nsqf Students in Punjab.

Customer Service Representative

(Identify the sentences in the Present Perfect Tense)

For Your reference Here is  the another MCQ’s  link of IT&ITeS for your reference from 9th class to 12th class. https://saddapunjab.info/nsqf-punjab-sample-papers-trade-it/

1. More stores have realized the importance of good customer service. Right
2. Apple has introduced the iPad-4 recently. Right
3. Compworld has a new computer gaming section.  Wrong
4. Customers have decided to shop only at Compworld because of the wide range of computers they sell. Right
5. They have reduced the prices of their laptops to half. Right
6. More customers are coming to the shop after the sale was announced. Wrong

 (Fill in the blanks with Present Perfect Form of the verb)

(Answers are highlighted in DARK Color.)

1. By mistake I ________ (keep) these old DVDs.By mistake I have kept these old DVDs.

2. I just bought the laptop for 50,000 rupees and yet you _____ not _____(give) me any discount. I just bought the laptop for 50,000 rupees and yet you have not given me any discount.

3. We are in loss because he ______ (sell) the laptop at a price lower than the cost price. We are in loss because he has sold the laptop at a price lower than the cost price.

4. Trust me ma’am, I _____ (offer) you the best price. No other shop will offer you this price. Trust me ma’am, I have offeDark you the best price. No other shop will offer you this price.

5. Someone ________ (forget) their wallet here. Someone has forgotten their wallet here.

6. He ______ (sell) very few computers because the customers find the prices very high. He has sold very few computers because the customers find the prices very high.

7. I ______ (spend) less money for this computer than I thought I would because the shopkeeper gave me a good discount. I have spent less money for this computer that I thought I would because the shopkeeper gave me a good discount.

8. How many calls ________ you ________ (make) to the customers? How many calls have you made to the customers?

9. You ______ not ______ (tell) me the cost of the Tablet PC. You have not told me the cost of the Tablet PC.

10. You _______ already ______ (serve) the customer well.You have already served the custom.

Describing Your Job

 (Choose the appropriate Conjunction / Connector)

(Right answers are filled with DARK color)

1. My main job is that of a Team Leader, yet I also answer calls sometimes. (but, yet, so)
2. I chose to take up the job in Delhi as it is a bigger organization. (so, as, and)
3. My working hours are from 9am to 7pm; but you could say that I work 10 hours. (but, so, because)
4. I am doing an MBA because I want to grow in my career. (and, though, because)
5. In the near future, I want to become a Call Centre Manager. Though I have not worked in a managerial role before, I am sure I will pick up the skills. (Though, For, But)
6. First, I used to be a call centre agent. Then I became a Team Leader. (However, Then, In brief)
7. I like my new job. Moreover, I love talking on the phone! (Nevertheless, Moreover, Therefore)

Fill in the blanks with given Connectors / Conjunctions

My name is Isha and I am a call centre agent at WKS, a BPO at Tech-City in Gurgaon. I have been working there for more than a year. As I enjoy my work so much that time seems to have passed very quickly.

Though a lot of people feel that a call centre agent’s job is easy, it’s not. It is a job that requires a lot of energy and patience. Every morning, I have to reach the office by 9:00am sharp. Then I have to mark my attendance, and make sure I check all my emails for any incomplete work that has to be completed. Next, I have to attend and solve all the customers’ calls.

I start attending to calls at around 9:30am, however, break for lunch only at 12:30pm. We have an hour to finish eating, and then it’s back to work. As our organization is very large and internationally well known, it attracts a lot of customers from across the world.

Applying For a Leave

(Choose the option which defines DARK words or share their meaning)

1. A leave letter is one where you request
   1. ask for 
   2. demand
   3. refuse
2. It should have a subject.
   1. a statement which shortens the letter
   2. a statement which states the topic of the letter
   3. a statement which is an example of the letter
3. It is easy to write a leave application.
   1. Difficult
   2. a tough job
   3. not difficult
4. I would be extremely happy if my leave is sanctioned.
   1. Refused
   2. Allowed
   3. not allowed
5. I have to attend my brother’s meeting in Jamshedpur.
   1. to be present at
   2. to be absent at
   3. not to go to

Select the right word from the options given

1. I would like to request/beg you for a grant of motherhood/maternity. I would like to request you for a grant of maternity leave.
2. I have been working with this organization for the past six years and my leave record is very good/perfect. I have been working with this organization for the past six years and my leave record is perfect.
3. Apart from last year when I exhausted/finished all my available leaves, every other year has at least 5 or 6 days of unavailed leaves. Apart from last year when I exhausted all my available leaves, every other year has at least 5 or 6 days of un-availed leaves.
4. I understand/know that the company does not provide maternity leave/off.I know that the company does not provide maternity leave.
5. However/Though, I hope that my case can be consider Dark as an exception/omission to the rule. However, I hope that my case can be consider Dark as an exception to the rule.
6. I hope this record helps you to view my case favorably/happily. I hope this record helps you to view my case favourably.
7. I would be extremely grateful if my leave is sanctioned/passed.I would be extremely grateful if my leave is sanctioned.

Being a Good Team Player

(Choose the appropriate Pronouns to fill in the blanks)

(Right answers are filled with DARK color)

1. He told me to do the job myself. (mine, myself, me)

2. I needed your (your, yours, you)

3. If we do the work together, it will take us less time to complete it.(we, our, us)

4. I told them we can’t do it without their cooperation.(theirs, their, them)

5. Working as a team helps us do our work faster and better. (we, us, ourselves)

6. Would you like me to help you? (me, I, myself)

7. He can do the work himself but if we help him, it will be done faster.(him, himself, his)

Choose the appropriate Pronouns to fill in the blanks

(Right answers are filled with DARK color)

1. My boss is a very intelligent and friendly person. His guidance and support help us do our work efficiently. (His/He) (ourselves/us)
2. When I joined the electronic department, I didn’t know how to service a DVD player. But Kaushik, who is very kind and helpful in nature, explained all its know-how to me.(it/its)

3. Shalini seemed unfriendly at first, but once I become a friend of hers, she helped me a lot and made me feel comfortable in the new office.(hers/her) (I, me)

4. Naman and I have never been that close, yet when I asked him to help with categorizing the products according to their Brands, he readily agreed.(I/me) (him/he)

5. Anshuman had to leave for home early as his sister was not well. My boss not only gave him permission to leave early, but also asked his driver to drop Anshuman home.him/his) (he/his)

6. Vandana has exchanged her day shift with Nisha’s night shift because Nisha had to go to her son’s school on Monday morning.(hers/her)

Talking About One’s Company

Choose the appropriate combination of Pronouns to fill in the blanks

(Right answers are filled with DARK color)

1. She was asked to talk about her (she-her) (her-she)

2. I will let the company’s success speak for itself.(myself) (itself)

3. Our company lets us, the employees, take initiatives.(our-we) (our-us)

4. My company employs fewer workers than yours.(my-yours) (yours-mine)

5. My company employs more workers than your(yours-my) (your-mine)

6. At our company, we do not have to bring our own food.(our-we-our) (our-us-our) (our-we-ours)

7. Cooks are employed to prepare lunch for us.(ours, us, ourselves)

8. But those who do not like the food preparer by them, can bring food from home.(them, they, their)

Choose the appropriate Pronouns to fill in the blanks

(Right answers are filled with DARK color)

I work at SellWell, which is a huge supermarket. It is situated in Anand Vihar. My job there is that of a sales representative. Our company is the largest supermarket chain in India. It has been around for more than five years. The items that we sell in this huge supermarket are many. They include food, clothing, accessories, utilities, kitchen items, stationery, books – the list goes on. In fact, our slogan is “A shop for everyone.”

Although we do great business every day, the one time when we get over a thousand customers a day is during the “Sale Season”. For me, it is also the time to earn a lot of incentive. Customers pour in by Hund Darks and we have to help them with their shopping.

Each customer gives the sales representative helping them a token; the more tokens you get, the higher your incentive. The person who gets the highest incentive is awarded the “Best Sales Rep” title. It was given to me last year.

Information Technology

(Choose the appropriate Prepositions from available options to fill in the blanks)

(Right answers are filled with DARK color)

1. Stack those CDs on the third shelf.(in, on, at)
2. The shelf where the cables are kept is next to the shelf where the disks are stacked.(to, from, beside)
3. Put those CPUs on the shelf below the one where you just placed the monitors.(below, under, underneath)
4. Keep the yellow folders separate from the blue ones.(with, against, from)
5. Then arrange the keyboards on the shelf above the one where the speakers are placed.(above, over, inside)
6. Place the manual on the table.(above, over, on)
7. Make sure the monitor screen is facing forward when you put it for at, for, on)
8. Make sure the customers outside are served too.(out, outside, over)
9. Make sure all products are placed on the right shelves.(on, in, at)
10. You can stack these parts as fixed with the help of the technology specialist.(by, with, from)
11. Our everyday lives have been made easier by Information Technology.(by, with, from)
12. The manual will tell you where to put each cable.(to, at, with)

(Choose the correct Prepositions to fill in the blanks)

(Right answers are filled with DARK color)

1. Do not place heavy items __on__ the laptop. It is not strong enough to bear the weight.
2. The software designer lives at     the end of the street.
3. Remove the deleted items from     the recycle bin.
4. Always make sure that the logos of the computers are visible so that it’s easy for the customers to    recognize the brand names.
5. Do not place too many items on   the desktop. It slows down the computer.
6. Make sure that there is enough lighting in    the office. Put extra lights __upon    the items that you want to draw attention to.
7. Customer’s details should be filled and kept __inside__ a folder.
8. Be extra careful __while__ opening certain emails.
9. The game may be stoDark __in__ a folder.
10. Make sure there is enough space __between__ the two shelves for customers to walk around.

(Choose the correct option from available options to fill in the blanks)

(Right answers are filled with DARK color)

1. __While__ you were deciding on which book to read, I bought a music CD.(While, Meanwhile)
2. If you __want__ to do your MBA, you will __require__ a degree first.(want-require, require-want)
3. Put those computer __packs__ in the “Electronics” section.(packets, packs)
4. All phones should be checked before the customers _start_(start, commence)
5. All CDs should be _stoDark_ in their covers.(deposited, stoDark)
6. Product __display__ is a tricky task.(arrangement, display)
7. __Show__ the customers around the store and __assist__ them in finding what they need.(Show, Demonstrate) (assist, support)

(Choose the correct option from available options to fill in the blanks)

(Right answers are filled with DARK color)

1. You need to __follow__ the guidelines of the company.(follow / go after)
2. Make sure that the team works well __together__.(jointly / together)
3. The pictures in the manuals need to be easy for the customers to understand, so that they can easily __identify__ the parts of the computer.(identify / detect)
4. __Extra__ work should be appreciated.(Extra / Further)
5. Do not touch the computer monitor with __dirty__(polluted / dirty)
6. Do not put more than the requ Dark number of items needed on your desk, or/ else it will look __messy__.(messy / jumbled)
7. Keep the floppy disks away from extreme heat, else they will get _spoilt_.(spoilt / destroyed)
8. __Fresh__ recruits should be informed of the company’s guidelines.(Current / Fresh)
9. I have always wanted to join the BPO __sector__.(sector / portion)
10. The new micro-computer is very __small__.(small / little)

Communication Effectively

(Identify the sentences, which are in Past Continuous Tense Form)

(Right answers are filled with DARK color)

1. I was talking to my boss.   Right 
2. He is a demanding person.  Wrong 
3. He was asking me if I could work this Saturday. Right     
4. I refused him by saying that I have some urgent work. Wrong 
5. Everyone has been complaining about him. Wrong     
6. My colleagues were also telling me about their experiences. Right   
7. We were thinking about writing a formal complaint. Right   

OPENING & CLOSING A CUSTOMER SERVICE CALL

 (Adjectives & Adverbs)

(ਹੇਠਾਂ ਦਿੱਤੇ ਵਾਕਾਂ ਵਿੱਚੋਂ ਪਹਿਚਾਣੋ ਕਿ ਗੂੜ੍ਹੇ ਕੀਤੇ ਸ਼ਬਦ ਐਡਜੈਕਟਿਵ ਹਨ ਜਾਂ ਐਡਵਰਬ)

(Right answers are filled with DARK color)

1. Good Morning!Good = Adjective
2. The customer service representative must always be polite. polite = Adjective
3. A customer must be greeted cheerfully. cheerfully = Adverb
4. A satisfied customer will speak highly of the company. satisfied =Adjective             highly = Adverb
5. Smile warmly while greeting customers.warmly = Adverb
6. Wish customers a good day when you end a call.good = Adjective
7. Never forget to thank customers for calling. Never = Adverb

(ਹੇਠਾਂ ਦਿੱਤੀਆਂ ਆਪਸ਼ਨਾਂ ਵਿੱਚੋਂ ਸਹੀ ਐਡਜੈਕਟਿਵ/ਐਡਵਰਬ ਦੀ ਚੋਣ ਕਰਕੇ ਖਾਲੀ ਥਾਵਾਂ ਭਰੋੋ)

(Right answers are filled with DARK color)

• Delivering good customer service sounds like an __easy__ (easy, easily) task.
• However, how you talk to your customers plays an important role.

A _professional_ (professional, professionally) _friendly_ (friend , friendly) conversation will make them feel welcome. Here are some examples of how you can talk to a customer __warmly__ (warm, warmly):Good morning! Thank you for calling ‘book-your-ticket.com’.

1. This is Karan Singh speaking.
2. How may I help? Or
3. Is there anything in _particular_ (particular, particularly) that I can help you with?
4. Has your question been answered Dark satisfactorily?
5. Is there anything else I can help you with?
6. Thank you for calling ‘book-your-ticket.com’.
7. This was Karan Singhania.
8. If you have any additional questions please feel free to call us anytime.
9. It was a pleasure serving you.

Simple (Simple, Simply) sentences like these not just show manners; they actually (actual, actually) let your customers know that help is available. However, just saying the words is not enough.

Your voice plays an equally (equal, equally) important role. Politeness and a friendly smile really (real, really) helps the customers feel comfortable. You also show them that your services are readily (ready, readily) available, and you will do all that you can to make sure their experience is successful (successful, successfully).

Paraphrasing

 (ਹੇਠਾਂ ਦਿੱਤੇ ਵਾਕਾਂ ਨੂੰ ਆਪਣੇ ਸ਼ਬਦਾਂ ਵਿੱਚ ਲਿਖੋ)

(Right answers are filled with DARK color)

Original: Giraffes like eating leaves and hay, and they can consume 35 kilos of it a day
Paraphrase: Giraffes can consume 35 kilos of leaves and hay as they like eating it.
Original: Any trip to Delhi should include a visit to Agra to see the Taj.
Paraphrase: A visit to Agra to see the Taj should be included to every trip to Delhi.
Original: The use of recycled resources could stop the destruction of the rainforests.
Paraphrase: The destruction of the rainforests could be stopped by using recycled resources.

Original: From the thousands of motorcycle accidents each year, three-fourths were caused by head injuries. Half of those killed were school-age children. One study reported that wearing a bike helmet can Darkuce the risk of head injury by 85%. During an accident, a bike helmet absorbs the shock, cushions the head and can save a life.

Paraphrase: Three-fourths of head injuries were caused from the thousands of motorcycle accidents per year. School going children were half among killed. Head injury can be reduced up to 85% by wearing a bike helmet, reported by one study. During an accident, a bike helmet can save a life by absorbing the shock and supporting the head.

 (Active & Passive Voice)

(ਹੇਠਾਂ ਦਿੱਤੇ ਪੈਸਿਵ ਵੋਇਸ ਵਾਕਾਂ ਨੂੰ ਐਕਟਿਵ ਵੋਇਸ ਵਾਕਾਂ ਵਿੱਚ ਬਦਲੋ)

(Right answers are filled with DARK color)

The products have been sorted by us.
We have sorted the products.
The products have been packed.
We have packed the products.
The products had to be sorted so that we could pack them.
To pack the products, we have to sort them.

 (Active & Passive Voice)

(ਹੇਠਾਂ ਦਿੱਤੇ ਵਾਕਾਂ ਨੂੰ ਪੈਸਿਵ ਵੋਇਸ ਵਿੱਚ ਬਦਲੋ)

(Right answers are filled with DARK color)

1. I have categorized the items that can be packed together.

The items that could be packed together have been categorized by me.

2. She has made a list of items packed in each carton.

A list of items packed in each carton has been made by me.

3. Pooja is making a list of items to be packed separately.

A list of items to be packed separately is being made by Pooja.

4. You should not pack vegetarian and non-vegetarian food items together.

Vegetarian and non-vegetarian food items should not be packed together by you.

5. You have to bubble wrap all the glass and porcelain items.

All the glass and porcelain items have to be bubble wrapped by you.

6. This list specifies the order in which the items have to be packed.

The order in which the items have to be packed is specified by that list.

7. I will remove the security tags before packing the clothes and glassware.

The security tags would be removed before packing the clothes and glassware by me.

8. I will fold the garments before they are packed.

The garments would be folded before they are packed by me.

9. You must label all the cartons carefully.

All the cartons must be labelled carefully by you.

10. I have counted the number of cartons to be loaded in the truck.

The number of cartons to be loaded in the truck have been counted by me.

By Rana Vishav Pratap Singh
Vocational Trainer (IT&ITes)