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Responses to our new package design have been _____ positive.

• overwhelm
• overwhelmingly
• overwhelmed
• overwhelming

If you leave the bread out, it _______ become stale.

• would
• would have
• will
• had

Are you the person in charge here ____

• .
• ,
• ;
• ?

If we take the 9:30 flight, we _____ too late.

• will arrive
• arrive
• would arrive
• would have arrived

How many guests are we expecting ___

• .
• ?
• !
• ,

While Mr. Yoo was painting the bedroom, Mr. Kerr _____ furniture from the living room.

• was removing
• had removed
• removed
• had removed

Would you be interested ____ working for the government?

• about
• to
• for
• in

We were surprised that Ms. Lafarge is _____ good at product design.

• such
• much
• so
• most

Melissa was the only one _____ managed to finish the examination on time.

• which
• who
• when
• she

The hotel _____ we had our company retreat was very clean.

• where
• which
• that
• what

It took Walter an hour to figure _____ where he had parked his car.

• out
• up
• over
• in

Please be sure ______ your phone while _______.

• turning off, driving
• to turn off, drive
• turning off, drive
• to turn off, driving

The thing I don’t like about this restaurant is _____ .

• a noise
• the noise
• some noise
• an noise

_____ is hard to maintain for several years.

• some friendship
• Friendship
• An friendship
• Most friendship

The office needs an assistant ____ takes initiative.

• who
• whom
• which
• that

A ___ of my colleagues attended the conference, so I wasn’t alone.

• little
• some
• few
• many

_____ Phyllis angry with us for making too much noise?

• Why
• Weren’t
• Were
• Was

____ the weather, we have to leave today.

• In lieu of
• Regardless of
• Since
• Until

We don’t like selfies because we don’t know how to take pictures of _____.

• ours
• yourselves
• us
• ourselves

I wish Jeremy ____ us about the meeting before today.

• had told
• told
• will tell
• would tell

Building a new wing for the hotel is impossible. We have _________ the funds.

• either the land or
• both the land and
• neither the land nor
• not only the land but also

It was a _____ that we both arrived at the same time.

• coincidence
• irony
• happening
• fate

_____ I win the lottery, I still want to work.

• As if
• Even if
• In order that
• So that

The hospital needs more _____ with ______ in neurology.

• the doctors, the experience
• doctors, the experience
• doctors, experience
• the doctors, experience

Don’t forget _____ the oven after ____ the pie.

• to turn off, remove
• turning off, remove
• to turn off, removing
• turning off, removing

I was ____ surprised that my contract was renewed.

• very
• much
• a lot
• many

Which of the following sentences is punctuated correctly?

• “I can’t start the meeting”, said Ms. Lee, “without the entire staff present”.
• “I can’t start the meeting, said Ms. Lee, without the entire staff present.”
• “I can’t start the meeting,” said Ms. Lee, “without the entire staff present.”
• “I can’t start the meeting,” said Ms. Lee, “Without the entire staff present.”

I need a new idea for_____ next script

• Mine
• My
• Me
• Myself

I finally feel ____ enough to return to work.

• better
• best
• well
• finer

While Jeffery was traveling in France, he _____ into an old friend from college.

• was running
• has run
• ran
• runs

The security guard stopped the thief ____ stealing two sweaters.

• from
• of
• in
• with

Once you finish your paperwork ___ bring it back to the reception desk.

• ;
• ,
• :
• .

The dog is sleeping _____ the table.

• in
• down
• underneath
• as

I don’t understand why the 3:10 train from Mumbai _____ yet.

• didn’t arrive
• isn’t arriving
• hasn’t arrived
• won’t arrive

If we would have left earlier, we ______ on time.

• will have arrived
• would have arrived
• arrived
• will arrive

Maria is _____ who specializes in _____ .

• a doctor, the elderly
• doctor, elderly
• a doctor, an elderly
• doctor, elderly

______ Mr. Goff’s scheduling mistake, the event took place on time.

• In spite of
• Because of
• Whereas
• During

Which of the following sentences is punctuated correctly?

• Their slogan says, “The best barbecue in town.”
• Their slogan says “The best barbecue in town.”
• Their slogan says; “The best barbecue in town.”
• Their slogan says. “The best barbecue in town.”

Mr. Evans gave everyone a cupcake as a ____ gesture.

• nice
• nicely
• nicer
• nicest

Please continue to use the front entrance _____ a delivery is too large to fit through the door.

• if
• until
• when
• unless

On Friday, we’re attending the………housewarming party.

• Smith’s’
• smiths’s
• smiths
• smiths’​

Ms. Myers commented that _____ she slept in at the hotel was better than _____ she slept in at home.

• the bed, one
• bed, the one
• the bed, the one
• bed, one

Which of the following sentences is punctuated correctly?

• June will present chapter one, and Josh will present the rest.
• June will present chapter one and Josh will present the rest.
• June will present chapter one and Josh will present, the rest.
• June will present, chapter one and Josh will present the rest.

Sometimes, it’s dangerous to cook with _____.

• the heat
• heat
• a heat
• that heat

_____ sent you to deliver the printer?

• Where
• When
• Who
• Why

No one has figured out exactly _____ caused the power failure.

• what
• they
• how
• that

We’ll find Gemma’s teddy bear, ______ it is.

• whereas
• whenever
• wherever
• where

The pest control team will arrive _____ 10 a.m.

• on
• for
• in
• at

___ twelve years, Opal Systems has been designing operating systems for government institutions.

• In
• By
• For
• During

Malik hasn’t called you today, _____ he?

• has
• did
• hasn’t
• didn’t

If your phone stops working, ______ a new one?

• you would have gotten
• will you have gotten
• will you get
• you will get

The doorman won’t allow you to enter _____ you provide identification.

• unless
• as long as
• so
• without

When you’re done, _____ your books to your room.

• bring
• lift
• send
• take

To ___ does this coat belong?

• who
• what
• whomever
• whom

The group is _____ of three experienced doctors.

• composed
• made
• embodied
• comprised

____ project won first place in the competition.

• Mine
• Me
• My
• Myself

Bradley will need help _____ the first semester.

• on
• into
• at
• throughout

Take an extra layer in case _____ cold in the auditorium.

• it is
• it will be
• it would be
• it would have been

_____ did Rebecca know that you wouldn’t be coming to work today?

• What
• Where
• How
• Who

The orchestra’s holiday performance was just _____.

• delightful
• delighted
• delight
• delighting

Jared plays the violin ___

• beautiful
• beautifully
• beauty
• nice​

We’ll need five more plates _____ what we already have.

• on
• next to
• past
• in addition to

The plumber ____ us if we’d had problems with the sink before.

• asked
• had asked
• asks
• is asking

The committee is interested _______ your thoughts.

• to hearing
• for hearing
• in hearing
• on hearing

_____ the avocados have gone bad.

• Some of
• A little of
• Enough
• Any

If Elsa’s grandmother lived closer, she _____ her more often.

• would have visited
• would visit
• visited
• will visit

Out of all of us, Jose was the one _____ scored the highest on the exam.

• he
• who
• which
• they

_____ it’s true that more trees need to be planted, there is still enough shade for the swimming pool.

• While
• So
• Nevertheless
• Because

The event will start at 6 p.m. sharp ____
?
,
;
.

Brendan was sent home early for behaving ______.

• inappropriate
• inappropriately
• inappropriateness
• bad

She and ____ will meet you at 7 p.m.

• I
• me
• mine
• myself

Tomas decided to visit _____ sisters in Amsterdam in April.

• its
• her
• his
• their

I often dream _____ traveling to foreign countries.

• on
• over
• of
• in

_____ our supplier’s shipment was late, I managed to get most of the order ready.

• Despite
• Although
• Because
• So

The _____ for submissions to the design competition is March 3.

• finish
• goal
• limit
• deadline

_____ is an important ingredient in any soup.

• Salt
• The salt
• A salt
• Some salt

Ms. Kittle brings two forms of identification with her _____ she goes.

• whoever
• whatever
• wherever
• however

Would it make _____ if I leave tonight instead of early in the morning?

• a difference
• the difference
• an difference
• difference

It was _____ flight that kept us in _____ for 12 hours.

• the long, the air
• long, air
• a long, the air
• an long, an air

This morning, my boss said he wanted to talk _____ me.

• At
• On
• To
• For

Rebecca forgave Jason _____ not contacting her for six months.

• for
• from
• of
• in

If the bank offers me the job, I don’t think I ____ it.

• would take
• will take
• had taken
• take

I refuse to _______ Chester’s apology.

• accepted
• accept
• accepting
• have accepted

You _____ the exam unless you study harder.

• didn’t pass
• won’t pass
• haven’t passed
• hadn’t passed

_____ it rains today, we’ll have to move the party indoors.

• But
• If
• For
• As

You haven’t seen my car keys, _____?

• did you
• have you
• you have
• you did

You need to use a gauge to figure out how much _____ is in your tires.

• the air
• an air
• a air
• air

It’s a nice house, ____ it’s not my top choice.

• so
• nor
• or
• but

When the TV show ends, _____ give you my undivided attention.

• I would
• I will have
• I will
• I

You should slice the pizza _____ so everyone gets a slice.

• equally
• equal
• even
• equivalent

____ need to pick a dessert for the reception.

• Us
• Our
• Ourselves
• We

Sales of the heavy coats have been _____ slow in the summer.

• predictably
• predicting
• predicted
• predictable

_____ is one of my favorite pastimes.

• Reading
• To read
• To have read
• Of reading

The picture was taken by an artist _____ name I can’t remember.

• his
• whose
• which
• their

The driver was able to repair the tire, _____ there were tools in the trunk of the car.

• although
• whether
• as
• whereas

Professor Grant thought the presentation was _______ unacceptable.

• completely
• complete
• completing
• completed

I’d like a coffee ____ a tea.

• except for
• instead of
• in case of
• on top of

A huge traffic jam prevented Lila _____ getting to the airport on time

• from
• to
• for
• against

I would happiest person alive if I ______the lottery

• won
• will win
• had won
• win

____ coming with us, right?

• Your
• You
• Yours
• You’re

Dad won’t remember to bring the gifts unless _____ him.

• you will ask
• you ask
• you had asked
• you would ask

 Jan didn’t like _____ the food on the menu.

• each of
• every of
• many of
• most of

By next month, the company ______ 2,000 self-driving cars.

• sells
• will have sold
• sold
• has sold

We ______ to tour the campus next week.

• went
• are going
• will have gone
• gone

Mr. Weiss considers his company’s move to Canada to be _____.

• success
• successful
• succeed
• succeeded

If Janine had given you constructive feedback, what _______ said?

• can you have
• will you have
• would you have
• would you

Even if we work until midnight, we ____ miss the deadline.

• we have
• we have still
• still
• will still

______ would you like to have the couch delivered?

• What
• Whether
• Who
• When

I will be there on time unless my flight ______.

• will have been delayed
• was delayed
• is delayed
• would be delayed

How long is your commute to work ____

• .
• !
• ?
• ,

The bulky frame made the picture _____ heavy to hang on the wall.

• much
• too
• as
• most

Make sure you learn every client’s name _____ you can introduce them to each other.

• unless
• so that
• if
• then

We should have our study group at_____house.

• You’re
• Yours
• Your
• You

_____ Wednesday, two of the key people on the design team called in sick.

• On
• Since
• Until
• Next

Ms. Arguello never expected that her podcast would be _____ popular.

• so
• well
• such
• much

We have ____ food to feed the entire family.

• any
• plenty of
• many
• few

I’ll be there ______ I can.

• as though
• as far as
• as soon as
• in order that

The addition of a new rail line has made the northern part of the city much more _____.

• accessible
• convenient
• available
• eligible

After an hour, the mechanic was able to pull the tire _____ of the wheel.

• out
• apart
• away
• off

What is _____ ocean in _____?

• largest, world
• the largest, the world
• a largest, world
• an largest, a world

I ______ the writer’s conference last year.

• have attended
• attended
• am attending
• will attend

As soon as you wake up, you ____ to take the dog out.

• would need
• need
• have needed
• had needed

Make sure to take your shoes _____ before you enter Ms. Tanaka’s house.

• away
• off
• down
• up

Brad said he’d like to ride ____ us.

• at
• via
• in accordance with
• with

The textbook is ____ world history and geography.

• on
• about
• on account of
• with

After a three-hour delay, the food still ______.

• won’t arrive
• isn’t arrived
• hasn’t arrived
• can’t arrive

The worst way to get your way is to shout _____ people.

• at
• to
• on
• for

Martin Beale _____ all of the legal matters for RTG Plastics Inc.

• deals
• does
• handles
• organizes

In my opinion, pistachios are better _____ almonds.

• as
• than
• before
• though

Which of the following sentences is punctuated correctly?

• “I’ll meet you there” said Jonathan.
• “I’ll meet you there,” said Jonathan.
• “I’ll meet you there”, said Jonathan.
• “I’ll meet you there.” said Jonathan.

Every minute of the play was _____.

• memorably
• memory
• memorizing
• memorable

We are looking to hire someone who has a strong _____ in management.

• training
• past
• background
• history

No, I didn’t turn ____ the radio.

• at
• on
• out
• of

I don’t want to go in; there’s a massive ______.

• cue
• queue
• clue
• chain

_____ the football team is in peak condition.

• Every
• Some or Some of
• Each
• Most of

I think you used too _____ salt in your sauce.

• many
• a lot
• much
• large

When my husband comes home, ______ to dinner.

• we will go
• we would go
• we would be going
• we would have gone

Jorge is talented _______ in English, Spanish, and French.

• to write
• at writing
• on writing
• for writing

I’ll let you know _____ we arrive.

• until
• when
• so
• whereas

Could you do ____ a favor?

• we
• ours
• us
• ourselves

I usually eat healthy, ______ I love the occasional slice of pizza.

• as
• wherever
• although
• because

Kwame will have hidden the presents _____ we get there.

• as
• even though
• since
• before

_____ wasn’t the garage closed last night?

• Why
• Whether
• Who
• What

Without practice, our team will ____ to the Tigers.

• loose
• lose
• lost
• losing

By 2021, Marcia ______ her second degree.

• is finishing
• will finish
• finishes
• finish

The principal wants to have a meeting _____ Billy’s behavior.

• because
• except
• about
• for

You should be more ______ in class.

• attentive
• attentiveness
• attentively
• attention

During the hurricane, Jose’s home suffered a lot of ______.

• the damage
• a damage
• damage
• an damage

One of his least favorite job duties is _____ presentations.

• giving
• to give
• of giving
• give

To join the organization, you need a lot of ______.

• money
• the money
• each money
• some money

Which answer is correct?

My ____ engine is making a strange sound.

• car’s
• cars
• cars’
• car’s’

There’s an extra coffee mug ____ the counter.

• in
• on
• because
• about

All of the supplies on the table are for ____.

• I
• my
• mine
• me

You don’t happen to have a pen, ____?

• don’t you
• will you
• do you
• won’t you

We can only serve beer ____ wine at the event.

• nor
• or
• for
• unless

_____ new store just opened last week.

• They’re
• Their
• Theirs
• It’s

You have to take ____ of your medicine to feel better.

• each
• all
• every
• any

______ it rains, the garage floods.

• Every time
• Although
• As far as
• In order that

Gerard’s favorite activity on Sundays is ______.

• for sleeping
• in sleeping
• to sleep
• sleeping

How ____ milk is needed for this recipe?

• much
• many
• plenty
• lots of

Which of the following sentences is punctuated correctly?

• O In the end, I knew the right answer
• O In the end, I knew, the right answer
• O In the end I knew the right answer.
• O In the end I knew, the right answer​

Angus sprinted _____ the finish line.

• till
• up
• toward
• on

Gretchen agreed ______ me with my philosophy homework.

• helping
• for helping
• to help
• at helping

Did you hear about what ______ to the Smith family?

• is happened
• has happening
• happened
• happening

I’m going to sleep now because I’m _____ tired.

• much
• very
• a lot
• many

You are ____ to read the book of your choosing.

• freely
• free
• freer
• freeing

I will attend the meeting _____ Mr. Williams.

• in case of
• in front of
• by means of
• in place of

There’s no point _____ the truth.

• to deny
• in denying
• deny
• for denying

Which of the following sentences is punctuated correctly?

• After I graduate I’ll move back to Nebraska.
• After, I graduate I’ll move back to Nebraska.
• After I graduate, I’ll move back to Nebraska.
• After I graduate I’ll, move back to Nebraska.

_____ were upset about _____ extra homework.

• Students, much
• The students, the
• The students, many
• Students, many

____ don’t usually like the same movies.

• Them
• They
• Me
• She

When are you going to buy ____ new car?

• a
• an
• those
• more

I would have cleaned the house if I ______ you were coming.

• had known
• know
• will have known
• have known

Most of the movie was shot in the _____.

• desert
• dessert
• bare
• barren

Which of the following sentences is punctuated correctly?

• How many siblings do you have.
• How many siblings do you have,
• How many siblings do you have?
• How many siblings do you have!

Carol will be successful because she writes ______.

• beautiful
• beautifully
• beauty
• beauteous

Which of the following sentences is punctuated correctly?

• I returned the sweater, with the black sequins, yesterday.
• I returned, the sweater, with the black sequins, yesterday.
• I returned the sweater with the black sequins yesterday.
• I returned the sweater with the black sequins, yesterday.

_____ assigned this project to you on such short notice?

1. How
2. Who
3. Why
4. What

If you don’t feel well, you should ____ down.

1. lay
2. rest
3. lie
4. sleep

_____ a bad ninth innings, the team still won.

1. Against
2. Instead of
3. Despite
4. With

If the power goes out, we _____ to use the backup generator.

1. will have
2. will have had
3. had
4. will had

Mr. Weaver was accused ____ falsifying records.

1. of
2. for
3. at
4. to

A protestor climbed _____ the stage during the ceremony.

1. to
2. for
3. onto
4. with

The sale only _____ to select products.

1. goes
2. works
3. applies
4. administers

The Queen’s ____ has lasted for several decades.

1. reign
2. rein
3. rain
4. helm

I’m happy to announce that Ms. Williamson ______ the position.

1. has accepted
2. accept
3. accepting
4. will have accepted

Did you remember _____ the oven when you finished?

1. turning off
2. to turn off
3. on turning off
4. turn off

Figure it out amongst ______.

1. yours
2. yourselves
3. yourself
4. themselves

During the heist, the thief risked _____ caught.

1. on being
2. of being
3. to be
4. being

If I buy the tickets, ______ buy the popcorn?

1. you can
2. you will
3. you
4. will you

Meredith really enjoys _____ satire.

1. writing
2. to write
3. on writing
4. for writing

Which answer is correct?

The Burj Khalifa is the ____ tallest building.

1. worlds
2. world
3. world’s
4. worlds’

_____ Billy failed the test, he still passed the class.

1. Whereas
2. Unless
3. Even though
4. As

It was the ____ movie Jean had ever seen.

1. worst
2. worse
3. bad
4. badly

The college needs a professor ___ specializes in economics.

1. that
2. which
3. who
4. whom

Which of the following sentences is punctuated correctly?

1. Sean, the youngest of six, was the familys only college graduate.
2. Sean the youngest of six, was the family’s college graduate.
3. Sean, the youngest of six was the familys only college graduate.
4. Sean, the youngest of six, was the family’s only college graduate.

The venue changed, but ____ closer to home.

1. it’s
2. its
3. its’
4. it

High pitched sounds in the recording are _____ audible, but they can be heard at high volume.

1. specifically
2. easy
3. rather
4. barely

Jessie asked ___ “What are you guys doing after class?”

1. .
2. ,
3. ;
4. ?

No one is allowed in the building _____ they show their ID badge.

1. unless
2. without
3. as long as
4. in case

I’d like to accept this award _________ Vanessa, who couldn’t be here tonight.

1. despite
2. in spite of
3. with regard to
4. on behalf of

We can’t take the dog _____ while there’s lightning.

1. outside
2. out of
3. about
4. during

If I earn a bonus this year, I ______ to Italy.

1. will have traveled
2. will travel
3. traveled
4. would have traveled

There weren’t any violations, ____?

1. weren’t there
2. were there
3. there were
4. there weren’t

Our family plans ______ to Mexico for the summer.

1. going
2. to go
3. go
4. of going

Eve shouted ____ at the office clerk.

1. angry
2. anger
3. angrily
4. angered

Charles ran ____ the building before the rain started.

1. by
2. into
3. in
4. within

Everyone entered the contest _____ Jill.

1. since
2. into
3. for
4. except

When ______ first place, my parents will be so proud.

1. I win
2. I would win
3. I will win
4. I had won

At noon, the board will announce ____ has been appointed as CEO.

1. what
2. how
3. who
4. whom

Can someone please pass ____ bread?

1. each
2. an
3. a
4. the

The room feels crowded because there are ________ people in here.

1. too much
2. so much
3. too many
4. much

_____ you going on vacation in April?

1. Isn’t
2. Are
3. Did
4. Why

We’re not going on vacation ____ August.

1. since
2. although
3. for
4. until

Caleb’s parents have a meeting with the _____ today.

1. principle
2. dominant
3. first
4. principal

Next Friday, the restaurant ______ at 4 p.m. for dinner.

1. will open
2. has opened
3. opened
4. open

Let me know ______ you’d like to go to dinner.

1. when
2. so that
3. unless
4. as though

_______ is this sweater fashionable, _____ it’s also ethically made.

1. Neither, nor
2. Not only, but
3. Just as, so
4. Rather, than

We can’t leave _____ the driveway is blocked.

1. as though
2. where
3. for
4. because

Which of the following sentences is punctuated correctly?

1. Mr. Williams introduced us to Peter, a new student from Denmark.
2. Mr. Williams introduced us to Peter a new student from Denmark.
3. Mr. Williams introduced us to Peter a new student, from Denmark.
4. Mr. Williams, introduced us to Peter a new student from Denmark.

For stronger bones, your son should drink ____ milk.

1. a
2. the
3. a lot of
4. that

The entire room is reserved for ___.

1. we
2. our
3. us
4. ourselves

Bruce studied hard, ____ he thought the exam was easy.

1. or
2. while
3. so
4. since

I’ve made arrangements ______ at a five-star resort.

1. to stay
2. for staying
3. on staying
4. in staying

____ bag ripped because it was too full.

1. He
2. His
3. Him
4. Himself

Aunt Ann walked ____ for one hour.

1. quick
2. abrupt
3. brisk
4. briskly

My brother’s sense of humor is nothing ____ mine.

1. like
2. as
3. than
4. on

Georgia ______ there for 15 years.

1. is working
2. works
3. working
4. has worked

Charlie’s letter ____ that he was homesick.

1. inferred
2. designated
3. implied
4. involved

We should _____ the meeting at 8 a.m. sharp.

1. start
2. starting
3. started
4. be starting

Try to _____ in on what the author is saying in the article.

1. sharpen
2. look
3. home
4. hone

It wasn’t _____ film of the year, but it still won _____.

1. the best, awards
2. best, awards
3. best, much awards
4. the best, the awards

We’ll stay at Grandma’s house ____ our visit.

1. during
2. in
3. along
4. through

After the party ____ we should head home.

1. ,
2. .
3. ;
4. !

My flight is delayed because the aircraft ______ yet.

1. isn’t arriving
2. hasn’t arrived
3. isn’t arrived
4. doesn’t arrive

I _____ into an old friend from high school last night.

1. ran
2. run
3. was running
4. had run

The ______ new house had a finished basement with a wine cellar.

1. Johnson’s
2. Johnsons’
3. Johnsons
4. Johnsons’s

Next August, the entire cast ______ to France for the premiere.

1. had traveled
2. was traveling
3. traveled
4. will travel

I’ve loved reading _____ I was just 5 years old.

1. because
2. though
3. after
4. since

_____ neighborhood has the best school district?

1. Which
2. Who
3. Why
4. Where

I hope the weather clears up so we __________ for a walk.

1. will have went
2. have went
3. will go
4. can go

How will the organization be ______ by these changes?

1. effective
2. affective
3. effected
4. affected

_____ are organizing the potluck dinner.

1. We
2. Us
3. Our
4. Ours

How will the weather ____ the construction project?

1. affect
2. effect
3. threat
4. realize

Miriam skipped the party ____ she was ill.

1. because
2. where
3. if
4. so

The historic home ______ 100 years ago.

1. has been constructed
2. is being constructed
3. was constructed
4. is constructed

The students must walk in an _____ fashion.

1. ordered
2. order
3. ordering
4. orderly

The train is never on time when I ______ late.

1. am running
2. ran
3. will run
4. will have run

Yesterday, the entire family ______ their gifts at the same time.

1. opened
2. opening
3. is opening
4. open

Today’s heat is just too much to ______.

1. bear
2. beer
3. bare
4. give

We must leave now because we have _____ time to spare.

1. little
2. few
3. a few
4. less

Which of the following sentences is punctuated correctly?

1. You didn’t finish the homework did you?
2. You didn’t finish the homework, did you?
3. You didn’t finish, the homework did you?
4. You didn’t finish the homework did, you?

______ should we go when the assembly is over?

1. Where
2. What
3. Who
4. Whether

Billy can publish anything on his blog ________ it’s true.

1. whereas
2. so that
3. wherever
4. as long as

We have to turn _____ all phones during dinner.

1. off
2. out
3. for
4. with

_____ James _____ Jessie are getting promoted.

1. Whether, or
2. As much, as
3. Both, and
4. Just as, so

If ______ my help, you can reach me at my desk.

1. you had needed
2. you have needed
3. you would need
4. you need

_____ time should we start the meeting?

1. When
2. Who
3. What
4. Why

If you’re not feeling well, ______ come to the office.

1. you should not
2. you will have
3. you have
4. you would have

Kim suggested _____ at 5 p.m. to discuss our progress.

1. to meeting
2. of meeting
3. meeting
4. for meeting

I washed your t-shirt because it was _____.

1. oil
2. oily
3. oiled
4. oils

_____ Mr. Smith _____ Ms. Brown could chaperone the dance.

1. Whether, or
2. Neither, nor
3. Rather, than
4. Not only, but

We need to clean up and put everything in ____ place.

1. it
2. its
3. it’s
4. its’

Which sentence is correct?

1. Because Gary practices every day, so he is a great pianist.
2. Because Gary practices every day, so is a great pianist.
3. Because Gary practices every day, he is a great pianist.
4. Because Gary practices every day, as he is a great pianist.

I don’t know where I left ___ keys.

• mine
• my
• me
• I

Everyone laughed when the cat climbed ____ the stage.

1. onto
2. out
3. for
4. at

Do you know _____ the boys have left yet?

1. why
2. when
3. if
4. where

“I can help,____ said Mrs. Wilson.

1. ,
2. ”
3. .
4. ;

If we close the store now, _____ we lose money?

1. will
2. what
3. who
4. why

Bobby was frequently late for work, ____ he received a great performance review.

1. yet
2. for
3. so
4. while

Randy pretended ______ the meal even though he dislikes broccoli.

1. to enjoy
2. enjoying
3. on enjoying
4. for enjoying

One of the main symptoms of the virus is _____.

1. nauseated
2. nausea
3. nauseous
4. disgust

Everyone will have a chance to say their ____ during the meeting.

1. peace
2. place
3. piece
4. chunk

In tonight’s game, the Celtics will play ____ the Bulls.

1. amidst
2. circa
3. against
4. unlike

Fill in the blank with the correct word or phrase.
If I _____ how to get there, I would walk there by myself.

1. know
2. knew
3. would know
4. had known

James has to start over because he cleaned his room _____.

1. sloppy
2. sloppily
3. sloppier
4. sloppiest

Neither Phoebe ____ Rachel admitted to breaking the glass.

1. nor
2. for
3. either
4. and

I haven’t seen Joanna ____ last Friday.

1. from
2. on
3. since
4. at

Mrs. Briar chose ____ for the job.

1. me
2. I
3. my
4. myself

Which answer is correct?

Which van should we take – ____ or ours?

1. they’re’s
2. there’s
3. theirs
4. theirs’

We could drive instead _______ an Uber.

1. of taking
2. of take
3. on taking
4. take

Carl and ___ are the only chaperones for the field trip.

1. me
2. I
3. my
4. mine

The band started playing after _____.

1. you went
2. you are leaving
3. you were leaving
4. you left

Which answer is correct?

Which of these coats is ____?

1. yours
2. yours’
3. your’s
4. your’s’

The girl with the _____ hair is Jenny.

1. curl
2. curling
3. curly
4. curled

I still need to ____ out my ideas for the book.

1. flush
2. flesh
3. rinse
4. let

Where ______ purchased?

1. was the coat
2. the coat was
3. coat was the
4. was coat the

When Dylan was young, he dreamed ___ becoming a firefighter.

1. of
2. over
3. off
4. in

Paul threw out the bottle because he _______ it was yours.

1. won’t know
2. didn’t know
3. doesn’t know
4. won’t have known

I anticipate ______ the project complete by Tuesday.

1. to have
2. having
3. of having
4. for having

_____ are sharing one hotel suite for the entire trip.

1. They
2. Them
3. Themselves
4. Their

You will only get a promotion if ______ hard.

1. you would work
2. you could work
3. you work
4. you would have worked

When Mauricio ____ through the front door, everyone will yell, “Surprise!”

1. walked
2. will walk
3. walks
4. walk

Are you interested ______ us for dinner?

1. joining
2. of joining
3. in joining
4. in join

The audience doesn’t care ______ questions.

1. for asking
2. to ask
3. on asking
4. asking

This basketball needs more air because it’s not ____ enough.

1. bounce
2. bounced
3. bouncing
4. bouncy

Briana will clean the kitchen _____ Edward vacuums the rugs.

1. while
2. though
3. as if
4. whereas

Which of the following sentences is punctuated correctly?

1. My parents’ new car has more modern features than your parents’.
2. My parent’s new car has more modern features than your parents.
3. My parents’ new car has more modern features than your parents.
4. My parents new car has more modern features than your parents’.

For our homework, we have to listen ____ a podcast.

1. to
2. in
3. on
4. for

Every driver must show proof of ____ insurance.

1. they
2. them
3. they’re
4. their

When ______ the good news?

1. will Sherrie share
2. Sherrie will share
3. will share Sherrie
4. share will Sherrie

_____ it rains _____ not, the show must go on.

1. Whether, or
2. Neither, nor
3. Just as, so
4. Both, and

What meal ______ when she got sick?

1. eating was April
2. April was eating
3. was April eating
4. eating April was

John refuses to try anything new because he’s risk-_____.

1. averse
2. adverse
3. reluctant
4. afraid

I have three items in my backpack ____ a book, a pen, and my wallet.

1. :
2. .
3. ?
4. ;

Which answer is correct?

____ almost time for us to leave.

1. Its
2. Its’
3. It’s’
4. It’s

We will spend the afternoon at the job _____.

1. cite
2. sight
3. site
4. place

I love ham sandwiches ____ only on rye bread.

1. but
2. and
3. or
4. so

______ seen any good TV shows lately?

1. You did
2. Did you
3. You have
4. Have you

There isn’t ____ space in the car for four more people.

1. many
2. enough
3. various
4. several

Jenny is so young, ____ she has accomplished so much.

1. so
2. yet
3. if
4. or

After dinner, no one ______ to load the dishwasher.

1. has wanted
2. wanted
3. is wanting
4. wanting

You can’t use your cell phone once you’re _____ the plane.

1. onto
2. above
3. out
4. aboard

____ is broken and we need to buy ____ new one.

1. Phone, the
2. The phone, a
3. The phone, the
4. Phone, a

Because of the snow, the bus ______ yet.

1. isn’t arriving
2. isn’t arrived
3. wasn’t arrived
4. hasn’t arrived

Jasmine learned _______ five languages when she was a child.

1. to speak
2. speaking
3. of speaking
4. in speaking

______ if I adjust the thermostat?

1. Mind would you
2. You would mind
3. Would you mind
4. Would mind you

Do you know _____ this door is locked?

1. what
2. why
3. who
4. when

You need a good sense of _____ to enjoy the TV show.

1. humor
2. the humor
3. a humor
4. an humor

Matthias has to work early tomorrow, but he is happy ______ tonight.

1. on going out
2. for going out
3. to go out
4. to going out

The meteorologist urged everyone to drive _____ after the storm.

1. slowly
2. slow
3. slowest
4. slowing

Jackie _____ the actor to ask for his autograph.

1. approached
2. approaching
3. approach
4. will have approached

Dinner didn’t start until 9 p.m. because everyone was ____ late.

1. too
2. such
3. so
4. much

Which of the following sentences is punctuated correctly?

1. Julie’s’ house is the blue one on the left.
2. Julies house is the blue one on the left.
3. Julies’ house is the blue one on the left.
4. Julie’s house is the blue one on the left.

Does he like to _____ music in his spare time?

1. compose
2. comprise
3. construct
4. form

I yearn _____ a vacation after this difficult semester.

1. on taking
2. to take
3. for taking
4. taking

Who is _____ leader in ______?

1. the oldest, world
2. oldest, world
3. oldest, the world
4. the oldest, the world

If you ____ at the gifts, you’ll ruin the surprise.

1. peak
2. peek
3. pick
4. see

After the next presentation, let’s take a ______.

1. break
2. brake
3. rift
4. interruption

Sue had only positive things to say _____ our party.

1. for
2. about
3. as
4. on

Christine didn’t like pickles, _____ she ate one anyway.

1. for
2. so
3. while
4. but

When I graduated from college, I ______ to New York City.

1. had moved
2. would move
3. moved
4. will move

Please walk ____ while you move the vase across the room.

1. careful
2. care
3. carefully
4. caring

What _______ to you?

1. does art mean
2. art does mean
3. mean does art
4. does mean art

Roger needs a minute to catch his ______.

1. wind
2. air
3. breathe
4. breath

I only packed three shirts ____ a red one, a black one, and a green one.

1. .
2. ;
3. ,
4. :

I don’t recall ______ anything about extra time off.

1. hearing
2. of hearing
3. in hearing
4. to hear

Don’t forget to take your wallet ____ you.

1. on
2. with
3. at
4. for

William sat ____ me during the play.

1. toward
2. beside
3. circa
4. for

____ meal comes with a bowl of _____.

1. The, soup
2. An, soup
3. An, the soup
4. The, a soup

You know how to scramble eggs, _____?

1. doesn’t you
2. won’t you
3. don’t you
4. do you

How much _______ when you checked in for the flight?

1. your suitcase did weigh
2. did weigh your suitcase
3. did your suitcase weigh
4. weigh did your suitcase

This store is closed ___ We should try another place

1. ,
2. .
3. :
4. ”

Samantha decided to turn on the ceiling fan _____ it was too warm.

1. because
2. unless
3. and
4. therefore

We bought ____ food this week.

1. fewer
2. less
3. lesser
4. lower

The jam is on ______ of the fridge.

1. an top shelf
2. top shelf
3. the top shelf
4. each top shelf

Carla needs more ____ before she takes ____ exam.

1. of the sleep, the
2. sleep, a
3. of the sleep, a
4. sleep, the

Justin still ______ yet.

1. hasn’t apologized
2. wasn’t apologized
3. isn’t apologized
4. hasn’t apologizing

Jerry has six daughters, and ____ all live in Las Vegas.

1. them
2. they
3. they’re
4. their

Carrie is an introvert and tends _____ shy with new people.

1. to be
2. being
3. on being
4. in being

Which answer is correct?

The gift with the red bow is ____

1. yours
2. your’s
3. yours’
4. your’s’

You shouldn’t carry ____ much cash when you travel abroad.

1. thus
2. such
3. to
4. so

The recent cold weather is the _____ reason for the decline in occupancy.

1. most
2. extreme
3. primary
4. highest

As usual, Mr. Park had _____ for breakfast before he left for _____.

1. the coffee, the work
2. coffee, work
3. coffee, the work
4. a coffee, a work

After _____, I rode my bicycle to work.

1. to eat
2. that eat
3. eating
4. that eating

The _____ largest gym has both a steam room and a sauna.

1. hotel
2. hotels’
3. hotels
4. hotel’s

Many of the employees complained ______ the management over low pay.

1. at
2. to
3. around
4. over

It wasn’t _____ play Ms. Yee had ever seen, but it was _____ one.

1. best, the good
2. the best, good
3. the best, the good
4. the best, a good

Peter lost control of his car and just missed crashing _____ a wall.

1. into
2. on
3. with
4. to

Which of the following sentences is punctuated correctly?

1. The emperor was wearing no clothes which was quite obvious to Beverly.
2. The emperor, was wearing no clothes which was quite obvious to Beverly.
3. The emperor was wearing no clothes which, was quite obvious to Beverly.
4. The emperor was wearing no clothes, which was quite obvious to Beverly.

Max was completely _____ with trying to complete his dissertation.

1. fed up
2. interested
3. excited
4. upset

_____ at high elevation contains less _____.

1. The air, the oxygen
2. Air, the oxygen
3. The air, oxygen
4. Air, oxygen

Which of the following sentences is punctuated correctly?

1. Ms. Giardi arrived before we did didn’t she?
2. Ms. Giardi arrived, before we did, didn’t she?
3. Ms. Giardi arrived before we did, didn’t she?
4. Ms. Giardi arrived before we did. Didn’t she?

We didn’t use all of the gasoline, so the _____ should be enough to get you to the station.

1. residual
2. left
3. remnant
4. remainder

Which of the following sentences is punctuated correctly?

1. The watch with the black dial was repaired and returned.
2. The watch, with the black dial was repaired and returned.
3. The watch, with the black dial was, repaired and returned.
4. The watch with the black dial was repaired, and returned.

It remains unclear whether it is more _____ to attract new customers or to retain existing ones.

1. profit
2. profiting
3. profitable
4. profit

I wish it would stop raining so that I _____ outside.

1. could have gone
2. had gone
3. could go
4. went

I found my friends seated _____ the front row of the theater.

1. at
2. on
3. up
4. in

How _____ to repair six computers in an hour?

1. did you manage
2. managed you
3. you did manage
4. you managed

Seeing this snow globe reminds me _____ to Clear Lake every winter with my family.

1. to go
2. of going
3. for going
4. go

Joseph wasn’t home when you went to visit him, _____ he?

1. wasn’t
2. did
3. didn’t
4. was

The concert started late, _____ annoyed a lot of people.

1. where
2. which
3. that
4. there

How many documents _____ yesterday?

1. did you have to sign
2. you had to sign
3. had you to sign
4. you did sign

Let’s hope Ms. Noor finds a good job _____ she goes.

1. whatever
2. wherever
3. whatever
4. whoever

Jason discovered the small piece of metal in the engine _____ was causing all the problems.

1. that
2. who
3. it
4. what

Mr. Faisal said that he _____ David since yesterday morning.

1. didn’t see
2. hasn’t seen
3. wasn’t seeing
4. hadn’t seen

Ms. Cepeda’s designs were _____ detailed that there was no need to revise them.

1. as
2. much
3. so
4. more

Which of the following sentences is punctuated correctly?

1. The tallest man who was from Sweden introduced me to Jennifer.
2. The tallest man, who was from Sweden introduced me to Jennifer.
3. The tallest man who was from Sweden, introduced me to Jennifer.
4. The tallest man, who was from Sweden, introduced me to Jennifer.

OLP airlines is looking for _____ with _____ in international flight.

1. pilots, experience
2. the pilots, experience
3. pilots, the experience
4. the pilots, the experience

I wish George _____ me about the bad acoustics in the room before I took the stage.

1. had warned
2. warned
3. will warn
4. would warn

The lifetime warranty only _____ to tools that have not been refurbished.

1. works
2. gives
3. donates
4. applies

Unfortunately, there wasn’t _____ left after the picnic.

1. any bread
2. some bread
3. a bread
4. the bread

What would you have done if Ms. Adams _____ the package unopened?

1. returned
2. has returned
3. returns
4. had returned

_____ Igor go every day after he finishes work?

1. When
2. What does
3. Where does
4. How

Let’s listen _____ what Mr. Freund says about increasing our revenue.

1. at
2. for
3. in
4. to

The _____ of money required to rebuild the engine is more than a new one would cost.

1. number
2. result
3. amount
4. size

Deliveries from SpeedCo are _____ punctual.

1. reliably
2. reliable
3. rely
4. relying

We never know if Ms. Lee is going to arrive at the office _____ time.

1. at
2. for
3. on
4. over

The steel _____ from our plant in Germany increased by 17% last year.

1. number
2. amount
3. quantity
4. output

Do you know if Roger got _____ he applied for _____ week?

1. job, last
2. the job, last
3. job, the last
4. the job, a last

Most of the antiques in the shop are in excellent _____.

1. quality
2. value
3. condition
4. worth

Peter saw Rebecca crossing the street when he was stopped _____ the traffic light.

1. at
2. on
3. in
4. with

Ms. Okung insisted _____ for my dinner last night.

1. in paying
2. to pay
3. on paying
4. pay

There was an unexpected guest at the conference, _____ an extra chair was brought in.

1. while
2. although
3. so
4. because

The bicycle will have to be _____ so that it can fit into a shipping crate.

1. repainted
2. dismantled
3. repaired
4. demolished

Yuko doesn’t like to spend money _____ jewelry or cars.

1. with
2. over
3. for
4. on

Tomorrow Ms. Rogers will tell us _____ she has decided to do.

1. which
2. who
3. what
4. how

Mr. Lanza has a very _____ attitude for such a young man.

1. maturing
2. matured
3. maturation
4. mature

_____ ever seen the Northern Lights?

1. You have
2. You did
3. Have you
4. Did you

_____ of the six people who attended the concert stayed until the final song.

1. No one
2. Neither
3. No
4. None

I sometimes visit my grandmother in Prague, _____ is quite close to my home.

1. which
2. that
3. she
4. where

You didn’t have to carry your passport with you, _____?

1. you did
2. you had
3. had you
4. did you

When _____ to tell us what our next assignment is going to be?

1. Tom is going
2. Tom will
3. Tom goes
4. is Tom going

Ms. Baker found the conference to be rather _____.

1. bore
2. boring
3. bored
4. boringly

Investigators accused Mr. Russell _____ money from the safe.

1. steal
2. to steal
3. stealing
4. of stealing

Mr. Bellini _____ yet because his plane is delayed.

1. didn’t arrive
2. doesn’t arrive
3. hasn’t arrived
4. isn’t arriving

I encourage you to think _____ where you want to be in five years.

1. in
2. to
3. about
4. into

Mr. Staley congratulated Deborah _____ the award.

1. on win
2. to win
3. on winning
4. for winning

Charles _____ to meet his fiancée in Japan on her birthday next August.

1. goes
2. is going
3. will have gone
4. went

Most people can’t repair an automobile all by _____.

1. himself
2. itself
3. myself
4. themselves

As we speak, Ms. Luo _____ her way here from Germany.

1. makes
2. will make
3. has made
4. is making

In six months PLK Manufacturing’s Delhi factory will be completely _____.

1. operational
2. operated
3. operate
4. operation

_____ checkout time is 11am, exceptions can always be made as a courtesy to guests.

1. However
2. Although
3. Therefore
4. Meanwhile

If I had known his phone number, I _____ him.

1. would call
2. will call
3. would have called
4. called

Which of the following sentences is punctuated correctly?

1. Ms. Dietrich will take the company car because it’s bigger than hers’.
2. Ms. Dietrich will take the company car because its bigger than hers.
3. Ms. Dietrich will take the company car because it’s bigger than hers
4. Ms. Dietrich will take the company car because its bigger than her’s.

Ruth does not want to work full time, but she is open _____ in on a freelance basis.

1. coming
2. to come
3. to coming
4. for to come

Ms. Melani would like to see all essays from this year, including _____ that are not finished yet.

1. these
2. them
3. those
4. theirs

After you fill out the form completely _____ the doctor will see you.

1. ;
2. ,
3. .
4. :

John is bringing a water bottle with him in case he _____ thirsty.

1. got
2. gets
3. is getting
4. will get

Which of the following sentences is punctuated correctly?

1. Mr. Bogojevic said that he had watched the entire tennis match.
2. Mr. Bogojevic said, that he had watched the entire tennis match.
3. Mr. Bogojevic said that “he had watched the entire tennis match.”
4. Mr. Bogojevic said that: he had watched the entire tennis match.

Pamela has three computers, all of _____ are very old.

1. them
2. that
3. these
4. which

For the past ten years, MotoCorp _____ the world’s most fuel-efficient cars.

1. has built
2. has been building
3. built
4. builds

Ms. Neruda has a very positive attitude _____ her work.

1. toward
2. with
3. in
4. of

It began to rain just as the party goers _____.

1. were leaving
2. are leaving
3. left
4. have left

The critics said that the movie was _____ funny.

1. outrageous
2. outrage
3. outraging
4. outrageously

_____ the weather was perfect, the groundbreaking ceremony had to be postponed.

1. Therefore
2. However
3. Because
4. Although

Do you know _____ Judy has arrived in Salzburg yet?

1. when
2. whether
3. why
4. where

Mr. Guo’s ideas about international relations were _____ extreme than we expected.

1. as
2. much
3. so
4. more

By this time last year, this company _____ 500 printing presses.

1. had sold
2. sold
3. has sold
4. sells

So far this week, I _____ three seminars about the future of aviation.

1. have attended
2. attended
3. am attending
4. will attend

Surprisingly, guests have a _____ to use the indoor pool in the summer.

1. trend
2. tendency
3. movement
4. habit

Leila turned _____ the job because she didn’t want to spend her time in sales.

1. down
2. over
3. off
4. back

If the customer signs the receipt, we _____ responsible for the lost package.

1. wouldn’t have been
2. aren’t
3. hadn’t been
4. haven’t been

Ms. Johnson complained that there was no heat in her room. _____, the mechanic was working on the boiler.

1. Meanwhile
2. Though
3. After
4. Despite

_____ asked you to finish the project by Friday?

1. When
2. Who
3. How
4. What

Would you choose a career as _____ instructor?

1. the flight
2. flight
3. an flight
4. a flight

_____ we need to do is examine why our business has slowed down.

1. Why
2. That
3. Which
4. What

Nori loves to sit on a bench atop the cliff near her house and look out over _____.

1. an ocean
2. the ocean
3. ocean
4. a ocean

Before I applied _____ the job, I researched the company.

1. to
2. on
3. at
4. for

There weren’t more than five people at the demonstration, _____?

1. there were
2. there weren’t
3. weren’t there
4. were there

Which of the following sentences is punctuated correctly?

1. The only person who was interested in the job was Michael.
2. The only person, who was interested in the job was Michael.
3. The only person, who was interested in the job, was Michael.
4. The only person who was interested in the job, was Michael.

There was a sweater left behind at the party, but Ichiro couldn’t figure out _____ it was.

1. theirs
2. who’s
3. whose
4. their

Jenny spent ten minutes trying to sort out _____ jacket was _____.

1. whose, her
2. which, her
3. whose, hers
4. which, hers

The research department found that adding more oxygen to the mixture was the solution _____ the problem.

1. of
2. in
3. for
4. to

By the end of this year, Joseph _____ his book about Italian furniture.

1. will complete
2. is completing
3. completes
4. will have completed

Luckily, we brought extra food. _____, we would have gotten very hungry.

1. Otherwise
2. Still
3. Thus
4. However

It costs $125 to _____ your membership to the gym every year.

1. replace
2. renew
3. remove
4. reconnect

Employees’ suggestions to management may be _____ so that employees can feel free to express their thoughts.

1. anonymous
2. correct
3. impersonal
4. unknown

Ms. Sanders can’t remember _____ in the hospital when she was three years old.

1. to be
2. of being
3. being
4. about be

The electric cart doesn’t have a reverse gear, _____?

1. has it
2. does it
3. hasn’t it
4. doesn’t it

Ms. Hassan got _____ the bus and walked three blocks to her cousin’s house.

1. on
2. off
3. out
4. away

High pitched sounds in the recording are _____ audible, but they can be heard at high volume.

1. specifically
2. easy
3. rather
4. barely

Do you know _____ gone?

1. where has Tom
2. Tom has where
3. where Tom has
4. has Tom where

Dr. Wurtz didn’t know that the briefcase in the corner was _____.

1. his
2. him
3. he
4. he’s

The condition of the merchandise was unacceptable, so I demanded that they give me my money _____.

1. over
2. back
3. up
4. out

If Ms. Hernandez _____ for many years at an ad agency, she wouldn’t have so many clients as an independent contractor.

1. didn’t work
2. hadn’t worked
3. wouldn’t have worked
4. doesn’t work

We usually start with the marketing phase, even if we are not finished _____ the development of the product.

1. with
2. out
3. up
4. off

I’ve never seen specifications as detailed as _____.

1. this
2. they
3. these
4. their

If Brandon finishes his work by 5:00, he _____ us at the Rosewood Cafe.

1. would meet
2. meets
3. met
4. will meet

The budget report for last year was very _____ researched.

1. well
2. much
3. good
4. complete

If Rebecca had sent the replacement part for the copier, we _____ it yesterday.

1. would have received
2. would receive
3. had received
4. received

We are looking to hire someone who has a strong _____ in management.

1. training
2. past
3. background
4. history

Hiring freelancers is not _____ expensive as bringing in a new employee.

1. as
2. much
3. so
4. more

How _____ from the airport to the hotel?

1. you got
2. did you get
3. got you
4. you did get

Many people have difficulty _____ the entrance examination for IT courses at the Snell Institute.

1. to pass
2. on pass
3. passing
4. pass

No one has yet succeed _____ improving on Ms. Glaser’s original design for our company’s logo.

1. in
2. on
3. over
4. with

_____ someone sends me a text, I get back to them within 10 minutes.

1. Even though
2. No matter how
3. Whenever
4. Unless

Mr. Mettner said that he _____ the security deposit for the apartment.

1. hasn’t yet received
2. hadn’t yet received
3. isn’t yet receiving
4. didn’t yet receive

By next February Roger ______ at his new job for six months.

1. will work
2. will have been working
3. will working
4. will be working

If you are in town next week, we should have _____ together.

1. a dinner
2. dinner
3. an dinner
4. the dinner

People will be able to set up websites by _____ because the platform is so simple.

1. itself
2. themselves
3. myself
4. himself

The factory floor supervisor started the generator _____ the power had gone out.

1. while
2. so
3. nevertheless
4. because

Ms. Fiallos was not _____ for the truck driver position because she did not have a valid driver’s licence.

1. available
2. eligible
3. convenient
4. accessible

When she discovered the briefcase didn’t belong to her, she tried to find out _____ it was.

1. who’s
2. whose
3. hers
4. his

Sites like Uploadithere.com are _____ way to send large documents.

1. a best
2. best
3. the best
4. one best

When _____ us the final draft of the report?

1. you send
2. you will send
3. send you
4. will you send

Robert will stay at the job site until 6pm unless Tony _____ to replace him first.

1. came
2. would come
3. comes
4. had come

Try to guess the definition of a word without looking it _____ in the dictionary.

1. out
2. over
3. up
4. through

The amount of _____ housing in the southern part of the city has increased in the last five years.

1. afforded
2. affords
3. affordable
4. affording

Russell doesn’t usually work on weekends. _____, he will make an exception for this client.

1. However
2. Although
3. Therefore
4. Meanwhile

_____ of us are going anywhere this weekend because there is too much work to do.

1. No one
2. Most
3. All
4. None

The manufacturing operation _____ smoothly while Ms. Kurtz was on vacation.

1. has run
2. is running
3. ran
4. runs

Choose the phrase that has the correct punctuation.

First I will send you the document ________________

1. . Then I will bill you.
2. : then I will bill you.
3. ; then I will bill you.
4. then I will bill you.

Luckily, Mona remembered _____ an extra set of keys to give to Max.

1. to bring
2. bring
3. about bringing
4. bringing

Who _____ to inform him that his bid for the apartment renovation had been accepted?

1. Eric called
2. Did Eric call
3. Did call Eric
4. Called Eric

Which of the following sentences is punctuated correctly?

1. “I can get you to the airport in fifteen minutes the taxi driver said.”
2. “I can get you to the airport in fifteen minutes.” The taxi driver said.
3. “I can get you to the airport in fifteen minutes” the taxi driver said.
4. “I can get you to the airport in fifteen minutes,” the taxi driver said.

It’s important to put _____ into _____ of any new project.

1. time, planning
2. the time, the planning
3. the time, planning
4. time, the planning

Please forgive me _____ not informing you about the problems we were having with the new software.

1. on
2. with
3. for
4. about

Ricardo’s boss _____ him telling the client how to use the software.

1. encouraged
2. heard
3. reminded
4. told

The committee _____ the job of quality control to Karl Mertz.

1. assigned
2. invested
3. donated
4. contributed

If I _____ my vacation in March, I never would have met Mr. Edwards.

1. took
2. would take
3. take
4. had taken

Most people prefer sleeping at home _____ sleeping on an airplane.

1. from
2. with
3. for
4. to

Mr. Ibanez gave _____ calling Mr. Hansen after Mr. Hansen never responded to his messages.

1. in
2. out
3. over
4. up

_____ happened after I left work yesterday?

1. When
2. What
3. Where
4. How

Ms. Elkin had two bags with her when she arrived, _____?

1. hadn’t she
2. had she
3. didn’t she
4. did she

The new operating system should significantly reduce the _____ of time it takes to upload documents.

1. number
2. amount
3. size
4. quantity

_____ the switch on the back of the machine do?

1. What
2. Which
3. Which does
4. What does

Monday is a holiday, _____ Emily will contact you on Tuesday.

1. because
2. though
3. so
4. therefore

Which of the following sentences is punctuated correctly?

1. The lunch truck arrived with nothing more than a hamburger three hot dogs and an apple turnover.
2. The lunch truck arrived with nothing more than a hamburger, three hot dogs, and an apple turnover.
3. The lunch truck arrived with nothing more than, a hamburger, three hot dogs, and an apple turnover.
4. The lunch truck arrived with nothing more than a hamburger, three hot dogs and, an apple turnover.

Ms. Costas depends _____ three major accounts for most of her business.

1. for
2. on
3. in
4. after

Which of the following sentences is punctuated correctly?

1. Everyone in the copywriting department always checks each other’s work.
2. Everyone in the copywriting department always checks each others’ work.
3. Everyone in the copywriting department, always checks eachother’s work.
4. Everyone in the copywriting department always checks each others work.

Mr. Yee shops at _____ hardware store in his area.

1. only
2. an only
3. the only
4. a only

Fill in the blank with the correct word.
The Vice President _____ a meeting of the senior officers to discuss next year’s budget.

1. called
2. placed
3. made

_____________, I will have the report done by next week.

1. Either I take on another job or not
2. Whenever I take on another job or not
3. Whether I take on another job or not
4. Neither I take on another job or not

Now that Ms. Brecht has retired, we all agree it will be difficult to _____ her.

1. restore
2. renew
3. revive
4. replace

If the hotel has no vacancy, you can stay with ____.

1. ours
2. our
3. we
4. us

I will present first unless someone _____ the agenda.

1. will change
2. changes
3. would change
4. will have changed

 This house doesn’t have an attic, ____?

1. won’t it
2. doesn’t it
3. it does
4. does it

I _____ six commercial jingles in the last 3 weeks.

1. I have composed
2. I had composed

 _______ Julie’s car was brand new, it had mechanical problems.

1. As though
2. So that
3. In order that
4. Even though

 What ______ about your performance?

1. say she did
2. she did say
3. did she say
4. did say she

_____ the name of your new boss?

1. Why’s
2. Whose
3. What’s
4. Which is

____ roof has sprung a leak.

1. The
2. An
3. A lot of
4. Some

The game show was hosted by an actor ____ name I can’t recall.

1. whom
2. who
3. whose
4. which

Remember _____ the garage after ______ your project.

1. closing, finishing
2. closing, to finish
3. to close, finishing
4. to close, finish

The company decided ___ logo was outdated.

1. it’s
2. it
3. its or That
4. itself

The results of the study were inconclusive. _____, more research needs to be done.

1. Therefore
2. However
3. Rather
4. Althoug

Which of the following sentences is punctuated correctly?

1. Sam’ dad’s truck was found without its wheels.
2. Sam’s dad’s truck was found without its wheels.
3. Sams dads truck was found without its wheels.
4. Sam’s dad’s truck was found without it’s wheels.

Our marketing strategy is based on _____ experience.

1. either data or
2. both data and
3. neither data nor
4. not only data also

What is the general purpose of posting a video blog routinely to YouTube?

Question:* Which black hat SEO technique is characterized by a method to deceive search engines, by detecting the search engine bot and “feeding” it with a different HTML code than the HTML actually served to users?

Answer: • Cloaking

Question:* Creating a work schedule will help you to _________________________.

Answer: • all of the above

Question:* What is meant by “micro-blogging”?

Answer: • Blogs with limited individual posts, limited by character count typically

Question:* ____________________ is the use of shared resources, information and software over the Internet rather than locally on a computer or other device.

Answer: • Cloud computing

Question:* Work invoices should ______________________.

Answer: • be sent out in a timely manner

Question:* Which of the following is NOT a social media platform where users can post their own tips and reviews?

Answer: • Yelp

Question:* ____________________ has had many plugins created for popular website platforms like WordPress and Joomla, apps for smart phones and tablets, and tools for use with software programs like Excel.

Answer: • StatCounter

Question:* What is “social media optimization”?

Answer: • Creating short content that is easily indexed

Question:* A(n)________________ policy covers monetary damage that a client may suffer if they receive faulty services and protects the service provider in the event that they are sued.

Answer: • professional liability

Question:* Virtual Assistants must protect all confidential information that they obtain while working with clients due to ___________________.

Answer: • Business ethics

Question:* Search engines do not index some common words (such as “or”, “and”, “when”, and “in”) within the webpage. What are these common words called?

Answer: • Stop words

Question:* _________________ provides basic information including a list of the services you intend to provide and their prices.

Answer: • Marketing plan

Question:* What is a “vlog”?

Answer: • Video Blog

Question:* _________________ programs are advanced text editing applications that support additional formatting features to allow for more sophisticated documents.

Answer: • Word processing

Question:* ________________ are the values that people use to decide whether a particular action or behavior is considered appropriate and acceptable.

Answer: • Ethics

Question:* Which of the following is a characteristic of social media communications?

Answer: • all of the above

Question:* Cloaking is a controversial SEO technique. What does it involve?

Answer: • Increasing the keyword density on the web pages

Question:* When making lists, it is best to ___________________.

Answer: • make a list for each project

Question:* _________________ is a virtual assistant’s primary tool for reaching and communicating with their clients.

Answer: • Email

Question:* _______________ is a good place for virtual assistants to advertise their services.

Answer: • websites

Question:* A _______________ is a business set up by law to act as a single person.

Answer: • sole proprietorship

Question:* The _____________ of a website is very important.

Answer: • all of the above

Question:* Measuring the strengths, opportunities, weaknesses and threats of an organization is known as ____________________.

Answer: • SWOT analysis

Question:* __________________ is used to send and receive funds from around the world.

Answer: • PayPal

Question:* _________________ is an online classified ad website where individuals and businesses can post ads for free, or for a low fee in some categories and areas.

Answer: • Craigslist

Question:* A _______________ is a set of one or more keys that when pressed trigger a specific software or operating system action.

Answer: • keyboard shortcut

Question:* ___________________ is developing web content in such a way that you will increase your search engine ranking, making it easier for visitors to find you.

Answer: • Search engine optimization

Question:* Which of the following activities could be looked down upon by Google as per their quality guidelines?

Answer: • Intentionally adding keywords to the TITLE tags and ALT attributes

Question:* Which of the following business structures is most common for home based businesses?

Answer: • sole proprietorship

Question:* Which of the following is a great way for virtual assistants to meet and network with their peers?

Answer: • Virtual assistant conferences

Question:* Which of the following is useful for managing both Facebook posts and Twitter feeds?

Answer: • HootSuite

Question:* An organization should use _________________ for their bookkeeping system.

Answer: • any of the above

Question:* A(n)___________________ is a legal contract that defines the confidential information and knowledge that the parties wish to share with one another, but also want to be restricted from any other third parties outside the contract.

Answer: • independent contractor agreement

Question:* All of the following are social bookmarking sites except ____________________.

Answer: • Digg

Question:* VoIP services cannot be used for ______________________.

Answer: • sending faxes

Question:* A package of information about a business that is given to new clients is called a _______________________.

Answer: • intro package

Question:* Which of the following is a designation given by the state of residence rather than a federal tax entity?

Answer: • sole proprietorship

Question:* Why is it important to have a company blog hosted on the company web domain versus a third party blogging site?

Answer: • Search engine rankings will include hits on the blog as part of the overall website hits

Question:* Basic skills that are required to be successful as a Virtual Assistant include __________________.

Answer: • good communication skills

Question:* Which of the following can help to earn more from current customers?

Answer: • providing additional services

Question:* When working for a client it is best to have a(n)__________________.

Answer: • written contract

Question:* Delays in social media communications are due to __________________.

Answer: • Internet access

Question:* Which of the following is NOT an instant messaging application?

Answer: • Windows Live Messenger

Question:* What traditional marketing technique is YouTube closest to?

Answer: • Television advertising

Question:* Which of the following allows users to connect to and monitor up to five social profiles with a free account?

Answer: • HootSuite

Question:* Press ___________ to paste contents of clipboard.

Answer: • Ctrl + V

Question:* _________________ programs are used to create newsletters and other image based documents.

Answer: • Graphics

Question:* ________________ is a free online document creation and storage service that allows you to create and share your work with others online.

Answer: • Google Docs

Question:* _________ are the collective values of a company that are used to evaluate whether the behavior of members of the organization is considered appropriate and acceptable.

Answer: • Ethics

Question:* Which of these is a benefit of having an organized workflow?

Answer: • all of the above

Question:* Press ___________ to search and replace in a word document.

Answer: • Ctrl + H

Question:* A(n)___________________ serves as the main point of contact for the company by answering phone calls, taking messages, scheduling appointments and making travel arrangements.

Answer: • virtual receptionist

Question:* Which of the following statements about Google’s technical and quality guidelines is true?

Answer: • Avoid using robots.txt to prevent crawling of search results pages or other auto-generated pages, even if they don’t add much value for users coming from search engines

Question:* Which of the following allows a user to access their computer or a clients computer via the Internet?

Answer: • remote desktop sharing

Question:* What do updates to Facebook status resemble most closely?

Answer: • Posts on Twitter

Question:* What is Keyword Density?

Answer: • The number of times the keyword is used / (DIVIDED BY) the total word count on the page

Question:* It makes sense to charge lower fees for ________________.

Answer: • simple jobs

Question:* A(n)_________________ is a short summary used to describe a product, service or business that can be delivered within a short span of time.

Answer: • elevator pitch

Question:* _________________ provides instant messaging services.

Answer: • Skype

Question:* ___________________ computing is the use of shared resources, information and software over the Internet rather than locally on a computer or other device.

Answer: • Cloud

Question:* Prices for your services should be ___________________.

Answer: • dependent on your experience

Question:* VAs typically calculate approximately _________ of their non-billable time to cover business duties like paperwork and marketing.

Answer: • 5%

Question:* What is meant by the concept of “viral” in social media?

Answer: • Social media which is spread to viewers by the consumer, growing in popularity

Question:* ____________________ can free up quite a bit of time that you can turn into billable hours for clients.

Answer: • all of the above

Question:* ________________________ is a mobile or remote work-environment equipped with telecommunication links and basic office furniture, but without a fixed office space.

Answer: • Virtual office

Question:* Fraud, breach of fiduciary duty, misrepresentation, and unethical acts such as using a client’s confidential information to compete against them are known as ___________.

Answer: • unfair practices

Question:* Which of the following uses videos as the presentation medium?

Answer: • Vlogs

Question:* What is Anchor Text?

Answer: • It is the visible text that is hyperlinked to another page

Question:* An effective communicator should never ___________________.

Answer: • blame others for errors

Question:* 10 people do a web search. In response, they see links to a variety of web pages. Three of the 10 people choose one particular link. That link then has a __________ click through rate.

Answer: • 30 percent

Question:* A good way to combat procrastination is to prioritize a daily task list on the basis of ________________________.

Answer: • ordered list

Question:* Virtual assistants should always ______________________.

Answer: • all of the above

Question:* __________________ programs are computer applications that create pages with multiple cells in a grid of rows and columns to resemble worksheets.

Answer: • Spreadsheet

Question:* Which of the following gives you common law protection against others in your state using the same name?

Answer: • all of the above

Question:* The business image for an organization that caters to entertainers should be _________________________.

Answer: • business-like and professional

Question:* Social media platforms can be used for __________________________.

Answer: • all of the above

Question:* Writing down a list of daily tasks in the order they need to be accomplished is a(n)_______________________.

Answer: • ordered list

Which of the following are mistakes to avoid when communicating with a customer over email?

1. Sending the email without checking it for grammar mistakes
2. Not writing an appropriate subject line
3. Using jargon which the customer may not be familiar with
4. a and b
5. b and c
6. a b and c

Question: Which of the following is a customer need?

 

1. Premium pricing
2. Experienced management
3. Friendly customer service
4. Growing financial performance

Which of the following responses can have a negative impact on an angry customer?

1. Asking the customer to come back when they have calmed down.
2. Explaining the best solution you have for them at the moment.
3. Letting the customer vent and calm down.
4. Expressing your regret over the inconvenience faced by them.

What would be the two needs of a customer when visiting a theme park?

1. Safety and Fun
2. Accuracy and Certainty
3. Efficiency and Seriousness
4. Low cost and Tranquility

What is meant by inflection?

1. The accent you talk in, depending on your country
2. The highs and lows of your voice, which let the customer know how interested you are in talking to them
3. The pace at which you speak, which lets the customer know if you are in a rush or not
4. The general attitude you convey to a customer

How should a customer service strategy plan be distributed to the employees?

1. By sending a mass email
2. By telling only those who directly deal with the customers
3. By emphasizing the management’s commitment to the plan at a company-wide meeting
4. It should be confined to the top management.

Which of the following would a customer not expect from a customer service agent?

1. Discretion
2. Rudeness
3. Effectiveness
4. Authenticity

Why is it important to have fast response times to customer queries/complaints?

1. It shows the customer that you care.
2. It prevents the customer from contacting you over the same issue through different channels
3. Both a and b.
4. Neither a nor b.

The costs of failing to meet a customer’s needs include:

1. The customer will take their business elsewhere.
2. The customer will tell friends and family not to use your services.
3. The customer will go online and tell the whole world about their experience.
4. All of the above.
5. A single unhappy customer cannot do much damage to the business.

Once you have resolved a customer’s complaint, you should follow it up with the customer after a few days.

1. Yes; it’s important to ensure they are satisfied with the solution you offered.
2. No; doing so would be like reminding the customer they were unhappy with you.

How can you add the personal touch of a phone interaction to an email exchange with a customer?

1. By using the customer’s name instead of saying Dear Customer.
2. By using your own name instead of something like “The Support Team.”
3. By using emoticons and casual words like Hey buddy, BRB, BTW, etc.
4. a and b
5. b and c
6. a, b and c

How would you deal with a customer who is unhappy because of their own fault but insists that you solve the problem to their satisfaction?

1. Advise them to be more careful in the future.
2. Apologize for the inconvenience but tell them that you are unable to help because that’s the company policy.
3. Tell them you value them but they can explore other service providers.
4. Tell them that personally, you want to help them but that you can’t go against the company policy.

Consider the sentence given below and select the option that best answers it.

When providing customer service, it is important to remember that each customer is different and has to be treated differently.

1. It’s true that each customer is different but providing personalized service all the time drains resources.
2. Providing personalized service makes the customer feel special and creates loyalty.
3. Personalized service is the norm. It’s done because everybody does it, not because it has any benefits.
4. Each customer is not different. Many customers are identical. So, personalized service has no special value.

Which of the following are ways to build a great relationship with a customer?

1. Under-promise and over-deliver.
2. Always respond to a customer’s emails even if you cannot fulfill what they are asking for.
3. Establish a personal rapport, using language and terms you would for a close friend.
4. a and b
5. b and c

Question: What is customer profiling?

1. Reporting customer data to government agencies
2. A customer filling in a profile online
3. Using customer data to determine an overall company marketing campaign
4. Using a series of data points to place customers into groups and tailoring their experience with your company

Why do customers feel the need of some control in working to resolve an issue with a company?

1. They feel they are getting more for their money.
2. Customers feel that this way, they can get whatever they want, at least temporarily.
3. It ensures the customer will buy again.
4. It puts them in a positive mood and allows them to help guide the resolution

What is a continuous improvement plan?

1. A predetermined plan to continually help the employees keep themselves informed of the company’s latest initiatives in order ultimately to make themselves better at customer service
2. A plan to educate the consumer about the products
3. A plan to help the management understand the customers’ needs better
4. A predetermined plan to help the employees learn more about the company’s financial situation and the company’s need to perform better

At which stage is it important for a business to keep track of what its customers need?

1. Start-up stage
2. Growth stage
3. Established stage
4. Every stage

Which of the following would be the best way to offer customer service online?

1. To make a form people can submit available online
2. To supply answers to FAQ’s online
3. To make live chat with company representatives available 24/7
4. To make company phone number available online

All of the following are essential elements of meeting customer expectations EXCEPT:

1. Transparency
2. Trust
3. Company profitability
4. Empathy

Why would a company want to know the profitability and sales history of customers?

1. They would automatically drop the lowest 10% of customers.
2. They can ask the higher sales clients to act as representatives of the company.
3. It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.
4. They can find out who owes the company money.

Question: What is the importance of customer-oriented goodwill?

1. It allows for cheaper resolutions to customer conflict.
2. It is a good substitute for good customer service.
3. It allows the management to measure how well customer service is being performed.
4. It puts the company ahead of the competitors in respect of customer service.

Question: How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?

1. The same draft of an email can be sent to every single customer thus ensuring consistency.
2. They are used for all marketing efforts of a company.
3. Information can be distributed via the CRM system for sending the same message to all the customers in the same group.
4. The CRM system always works as the back end for the company website.

What would be the best way to handle an email inquiry?

1. Ignoring the email and seeing if they email a second time
2. An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up by a reply from a customer service representative within 24 hours
3. Informing them the answer is in the company FAQs and they should look there
4. Replying to the email a week later after investigating

Question: What is the importance of consistency while offering customer service to different people?

1. Not important – Customers only know what they experience and can not compare the service they get with that offered to others.
2. Very important – Customers expect a consistent level of service when dealing with a company.
3. Important only for large companies, not for small ones
4. Important only for small firms since they rely on customer referrals

Question: Why is it important to pace your tone on the phone with the other person?

1. It automatically makes them assume they will get what they want.
2. It creates rapport with the customer and puts them at ease.
3. If the person talks fast, it means they are in a rush and you should also do the same.
4. It tells the customer you are someone they can trust.

What are the two factors to consider when Creating a Customer Service Strategy?

1. Employee reception to the plan, and customer reception to the plan
2. The cost of implementing, and employee reception
3. The time needed to create and implement, and the cost of implementation
4. The competition’s as well as the customers’ reaction to the plan

Which of the following would be the best thing to say to an irate customer?

1. Please call back later.
2. I’ll have to ask my manager to approve what you are asking for.
3. I can see why you feel that way.
4. Why didn’t you buy a competitor’s product?

What final step can be taken to put your firm’s customer service above that of all others?

1. Offer to refund more than the product value.
2. Let customers know what the standard procedure for handling irate customers is up front.
3. Give the customers time to cool off by asking them to call back later.
4. Follow up with customers after the fact to make sure they are happy with the resolution.

Which of the following will be a potential segmenting factor for the customers?

1. Age group
2. Country/Region
3. The industry they work in
4. Zip code
5. All of the above

What should be done at the end of a phone call with a customer after resolving an issue they had?

1. Try to sell them something new.
2. Ask them to write a nice letter to the company praising the customer service agent.
3. Tell them only the first customer service call is free.
4. Repeat to the customer what you resolved and any further actions you’ll be taking.

What is the primary purpose of setting goals of customer service?

1. To know when no more customer service needs to be provided
2. To compare the firm’s strategy with that of the competitors
3. To create measurable objectives which the firm can strive to meet
4. To allow for customer service agents to be promoted on the basis of their performance

What is the advantage of email-based customer service?

1. It makes dealing with irate customers easier.
2. It provides an easy reference to past communication with the client.
3. It is impersonal.
4. Canned responses can be sent back.

What is the disadvantage of email-based customer service?

1. It is more cost effective than other methods.
2. It allows the company to respond quickly.
3. It gives the company a trail of communications with the customer.
4. It is unemotional and doesn’t always allow the customer to convey the importance of their question or issue

Where should firms start while working on a strategy for customer service?

1. Survey the customers to get their feedback and to find out their needs and expectations of the firm.
2. Copy what the competition is doing.
3. Ask the employees what strategies they want to be implemented.
4. Look for the standard customer service strategy employed in the country of operation.

What is meant by a “care token”?

1. To handle customers who are not happy with the company “with care”
2. A gesture made by the company to retain a customer after his/her having experienced bad customer service
3. A gesture made by the company as a last resort to get the customer to leave
4. A bonus to exceptionally good customer service agents

What is the first step in dealing with a customer when he/she is irate?

1. Tell him/her to be quiet and listen.
2. Tell him/her to call back when he/she has calmed down.
3. Ask the customer what can be done to solve the problem.
4. Let the customer give vent to his/her feelings and do not try to interrupt him/her.

Question: What should be the ultimate goal of problem solving with the customer?

1. To save the company money
2. To get them off the phone quickly
3. To get referrals to other customers
4. To make them happy

Question: What should the customer service representative do when a customer is yelling?

1. Yell back at them
2. Not respond and hang up
3. Sound anxious
4. Keep a calm, lower tone to calm the customer down

Why is giving a customer the required information considered good customer service?

1. It makes the customer feel they got something for nothing.
2. It makes the customer feel guilty if they ever have a problem.
3. It allows you to upsell to the customer something they do not need.
4. It allows you to add value for the customer and help them make an informed decision.

How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

1. By reducing headcount by 10% each year
2. By making it mandatory for the employees to attend company meetings
3. By offering incentives, both financial and non financial, for good performance
4. By telling the employees that mystery callers will evaluate them

What is meant by a “hard no”?

1. Saying ‘no’ to the customer but offering alternatives
2. Saying ‘yes’ to the customer at first but switching to ‘no’ later
3. Saying ‘yes’ to the customer with no intention of following through
4. Saying ‘no’ to the customer and offering no alternative solution

Why do the customers’ needs change according to the nature of the situation?

1. People are fickle and want different things even in the same situation depending on different occasions.
2. Needs are different depending on what the customer values as important under the circumstances.
3. Needs changed according to the financial situation of the customer at the time.
4. The customer can probably be talked into focusing on their wants instead of needs.

What is the purpose of FAQ’s (frequently asked questions)?

1. To give the website more content which looks impressive
2. To spur the customers to ask additional questions
3. To position the company as an industry leader
4. To answer questions customers often have so they can easily find the answer without having to ask

What would a monotone and flat voice indicate to a customer?

1. The person is energetic and wants to help.
2. The person is bored and uninterested in the conversation.
3. The person is angry.
4. The person doesn’t believe what they are hearing.

What should be done with an irate customer after they have vented out and explained their situation?

1. Ask them to call back later when they have calmed down.
2. Express empathy.
3. Put them on hold and pass them onto a manager.
4. Issue them a refund regardless of the problem.

What is a data warehouse?

1. A single database for the CRM program
2. The physical warehouse where the company servers are stored
3. A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location
4. A program that is used to create financial reports

What does CRM software allow a company to do?

1. Create one to many relationships with customer groups
2. Create many to one relationships with customers
3. Send financial reports to the management
4. Create a one to one relationship with each customer.

What is the first step in mollifying a customer who has received bad service?

1. Ask the customer what the problem is.
2. Try to offer him/her something for free to pacify him/her.
3. Ask him/her to submit a complaint first.
4. Express regrets and promise to provide better service in future.

Which of the following is an example of a care token?

1. A computer manufacturer fixes your new laptop under warranty
2. A retail chain accepts your return
3. Offering an employee a raise for good performance
4. A restaurant gives you a free glass of wine because you mention to the waiter you didn’t enjoy the wine like you had hoped

What should be said to a customer when putting them on hold?

1. Say nothing. Just put them on hold.
2. Say “just a minute”; then put them on hold.
3. Ask them first if it is okay to put them on hold for a moment.
4. Tell them they need to hold for several minutes.

What would perfect customer relationship management entail?

1. Saving the company money
2. Immediate customer gratification and personalized interactions with each customer
3. Reducing the call times of customer complaints
4. Increased visibility into the financial situation of the company

What is meant by taking a top down approach to creating a strategy?

1. Having customer service agents work in management
2. Creating high level initiatives only
3. Starting by building strategies upwards from the customer level
4. Having high level managers work in customer service for a short period of time so they can experience it before laying down policies

What general rule does phone etiquette require customer service representatives to follow?

1. Ask the other party how you can help them.
2. Say “Hello?” then pause.
3. Ask them for their name or customer number before greeting them.
4. Try to redirect the caller to someone else.

Question: Why should a firm say they are sorry even if they feel the customer is wrong?

1. The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.
2. The firm should always take the blame and learn from it.
3. The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.
4. They can later put the blame on a third party.

Question: What would be a good opening line in replying to an irate customer’s email?

1. Please call customer service.
2. We are glad you are enjoying our product/service.
3. Thank you for your email, we are sorry to hear about the problem you have.
4. We will get back to you within 7 days.

Question: How can a company’s online ordering process be made more customer friendly?

1. Ask for lots of details so the customer can be catered to in the future.
2. Try to sell customers additional products and services unsolicited.
3. Place ads on the order page for additional products.
4. Only ask for information necessary to process the order.

What should be the first thing to be done in problem solving?

1. Verify the information the customer has provided and any additional facts if required.
2. Tell the customer they will get whatever they want.
3. Tell the customer you’ll see what you can do but not to expect much.
4. Look for errors in the customer’s story.

Which of the following would be considered going the extra mile in resolving a past customer service issue?

1. Replacing an item under warranty
2. Answering a call within two minutes
3. Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem
4. Sending him/her a complaint form to fill out

Which of the following would be a measurable aspect of customer service?

1. The number of products sold
2. An overall customer satisfaction rating of 90%
3. How displeased customers are in general
4. A profit margin of 30%

What is meant by “data mining”?

1. Creating specialized reports
2. Entering data into a data base
3. Calling customers to survey them
4. Sifting through vast amounts of data by focusing on specific attributes

What does a customer with a problem expect from a customer service representative?

1. Discounts and coupons
2. The management’s commitment to the growth of the firm
3. An aggressive tone
4. Understanding and empathy

What approach should a firm take when they need to say ‘no’ to a customer?

1. Say ‘no’ up front, being honest.
2. Do not say ‘no’, but later do not deliver on the alternative solutions.
3. Pretend everything is good, but towards the end of the conversation, tell them you did not mean what you said and actually the answer is ‘no’.
4. Do not say ‘no’, but offer alternative solutions

How important is it for the top management to be involved in Creating Customer Service Strategy?

1. Very important – The top management has to be committed to it and offer the maximum support.
2. Not important at all – The employees at the customer level should decide the strategy. Important only in small companies, not large corporations
3. Important only in large companies.
4. Smaller companies do not need to worry about customer service strategy.

How important is the tone of voice when talking to someone on the phone?

1. Extremely important
2. Not important at all
3. Slightly important
4. Depends on the situation

How should a customer service representative determine what avenues to pursue to make a customer happy?

1. Follow a standard company protocol.
2. Ask the customer what resolution they would like to see.
3. Determine what would be the cheapest alternative that would make the customer happy.
4. Offer to replace their product regardless of their problem.

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