Department of Education

Region IX, Zamboanga Peninsula

Division of Zamboanga City
SOUTHCOM NATIONAL HIGH SCHOOL
Calarian, Zamboanga City

THIRD GRADING EXAMINATION

TLE (Computer Hardware Servicing) 9

INSTRUCTIONS:
Read following questions carefully and choose the letter that describes the statement. Blacken the letter of
the correct answer on your answer sheet. (1 point each)
1. Which of the following that is designed to protect the wearer’s body or clothing from injury by electrical hazards, heat, chemicals, and
infection?
A. Personal Protective Equipment C. Personal Protective Entertainment
B. Personal Protective Enhancement D. Personal Precaution Equipment
2. Willie is mending the computer. What Personal Protective Equipment will be use to protect his clothes?
A. Apron B. Face Mask C. Toga D. Gloves

For items number 3-6. Read the situation below.

Situation: Gazam is an expert computer technician in the city. As a technician, before fixing the computer he should use the PPE in his
body for his protection.

3. How will Gazam use the goggles?

A. By putting it on his eyes. B. By using it like the eye glasses C. By using it on his eyes D. By putting a rubber
around his head.
4. Why will Gazam use rubber sole?
A. Because it is included as one of the PPE C. Because it protects the feet
B. Because it is important D. Because it protects the legs
5. How significant does goggle to a computer technician like Gazam?
A. It protects the eyes from all entities. C. It protect the eyes from dusts.
B. It protects the eyes from small particles D. it protect the eyes from sparks and smoke.
6. What will happen to Gazam if he will NOT use the PPE?
A. Gazam will be electrocuted. C. Gazam will get hurt anytime.
B. Gazam will be prone to danger. D. Gazam will not be hurt because he is aware all the time.
7. Which of the following is an interface on a computer to connect almost all devices?
A. USB B. Ports C. Connector D. IEEE
8. Rita is using her cellular phone for taking pictures. How will she transfer the pictures to the computer?
A. Use the USB B. Use the Ports C. Use the Connector D. Use the IEEE
9. Dodong wants to connect the monitor to his computer. Which type of connector will he use?
A. VGA Male connector B. VGA Female connector C. Ports D. All of the given
10. Conchita notice while she is transferring data it reads “1 bit at a time”. What does it means?
A. It uses serial port B. It uses parallel port C. It uses USB D. It uses IEEEE
11. How will you know if a certain device can be connected using USB port?
A. If the device is on B. If the device is functional C. If the device is in good condition. D. If the device is nice.
12. Stated below are the different devices that connected through USB, EXCEPT;
A. digital camera B. monitor C. keyboard D. joystick
13. Tommy has a telephone connection in his office. Suddenly, the connection got failed every time he used. Which part of it will he
check first?
A. Phone Jack B. Phone Port C. Phone Bus D. Phone Interface

14. What do you call this port ?

A. Parallel Port B. Serial Port C. Game Port D. DVI Interface
15. What is the purpose of the port of item number 14?
A. It is used primarily to connect the external modem, mice and other devices
B. It is used to connect digital display devices.
C. It is used to connect the VGA monitor to the computer
D. It is used to connect joystick to the computer.
16. SCSI is a connection of several drive. What do you mean by SCSI?
A. Small Computer System Interface C. Small Computer System Interrelated
B. Small Computer System Interconnect D. Small computer System Interport
17. Color coding of the different ports were invented. Which of the following is the main reason?
A. So that the technician will appreciate the colourful ports.
B. So that the technician will notify the ports and connector.
C. So that the technician will see the proper connections.
D. So that the technician will do the checking of ports all the time.
For items number 18 – 21. The statements below are connecting such to the computer. Read it very well.
i. Plug the USB Cable into a USB port.
ii. Attach the monitor cable to the video port.
iii. Secure the cable by tightening the screws on the connector.
iv. Plug the power cable into the power supply.
v. Plug the network cable into the network port.
vi. Plug the mouse cable into the PS/2 mouse port.
vii. Plug the keyboard cable into the PS/2 keyboard port.
18. What is the correct sequence of the steps above?
A. ii, iii, vii, vi, i, v, iv B. iii, ii, vi, vii, iv, i, v C. i, iii, vi, iv, ii, v, vii D. ii, i, vii, iv, iii, v, vi
19. What is the procedure above intended for?
A. Connecting Computer Components C. Connecting Computer Network
B. Connecting Peripherals of the Computer D. Connecting Drivers of the Computer
20. What will be the last step of the given sequence above?
A. Plug the power cable into the power supply. C. Plug the keyboard cable into the PS/2 keyboard port.
B. Plug the network cable into the network port D. Plug the mouse cable into the PS/2 mouse port.
21. Among the connectors stated above, why is it only the monitor cable has the only screw to tighten on it?
A. Because the connector is big enough C. Because pins are easier to remove so screw it.
B. Because it is already invented to have it D. Because it is the monitor cable.
22. If Gazam’s computer peripherals are in USB connector, What will he do?
A. Just follow the steps given and disregards the connectors.
B. Just follow the steps and replace the connectors.
C. Just follow the steps and remove the connectors.
D. Just follow the steps given.
23. Why do we need to tighten the screw on the connector of the monitor cable?
A. So that it will not remove. B. So that it will not get damage. C. So that it will not get lost. D. So that it will
not burn.
24. Which of the following is NOT a Windows XP minimum requirement?
A. 128MB RAM or higher B. CD-ROM or DVD ROM C. Lower resolution monitor D. 4.3 GB Hard Disk Drive
25. If the Hard Disk Drive of the computer is 4.4MB, can you still install Windows XP as HDD reach the requirement
A. Yes B. No C. Perhaps D. None of the choices
26. Holly wants to install Windows XP in her computer. Her computer’s RAM has 233MB. Will she still able install the said Operating
System as RAM reach the requirement?
A. Yes B. No C. Perhaps D. None of the choices
27. If Holly’s computer has 64MB RAM. Can she still install the windows XP as RAM reach the requirement?
A. Yes B. No C. Perhaps D. None of the choices
28. Cora’s computer has a core i7 processor. Can Cora’s processor qualified to install Windows XP?
A. Yes B. No C. Perhaps D. None of the choices
29. How would be the requirements of monitor resolution to install Windows XP?
A. 800 x 600 B. 600 x 800 C. 800 x 1200 D. 1200 x 800
30. Alrasid is eager to play GAME OF GENERALS but his computer has Windows 7 as an Operating System. The stated game is
compatible for Windows XP only. Can his computer be installed Windows XP?
A. Yes B. No C. Perhaps D. None of the choices
31. Tina’s computer labelled 120MB RAM. What does it mean?
A. Tina’s computer reach higher minimum of RAM requirement to install Windows XP.
B. Tina’s computer reach higher recommended of RAM requirement to install Windows XP.
C. Tina’s computer reach lower minimum of RAM requirement to install Windows XP.
D. Tina’s computer reach highest recommended of RAM requirement to install Windows XP.
32. How fast must the computer in term to its Front Side Bus to be installed of Windows XP?
A. 232 MHz B. 233 MHz C. 322 MHz D. 332 MHz
33. If you see a message to press any key to boot the CD and you fail to do so for the first time, what do you think will happen?
A. The computer will restart C. It will be prompted to BIOS setup
B. Set up inspecting you system will appear D. It will return to boot menu
34. What Key should you press if you need to install any third-party or RAID drivers?
A. F2 B. F6 C. F8 D. F12
35. Where do we typically install the Operating System?
A. Drive C B. DVD C. External Drive D. Floppy Drive
36. Suppose that you will install Windows Xp on a system with more than one partition, what important process should be done?
A. Change the file system C. Examine the partition
B. Delete the data and files on the different partition D. Format the correct partition
37. How many keys on the product key indicated in Windows XP?
A. 20 B. 25 C.30 D. 35
38. What will happen after entering the product key of the Windows XP?
A. Computer name and administrator password will be asked to the user. C. Network Setup will be asked to the user.
B. Date and time will be asked to the user. D. First boot will appear.
39. Which of the following is NOT the minimum requirements of Windows 7?
A. 16 GB Hard Disk Drive B. 2 MB RAM C. 1GHz processor D. 20 GB Hard Disk Drive
40. Melissa’s computer has 64-bit system type. Which of the following Hard Disk Drive space requirement to install Windows 7?
A. 20 GB Hard Disk Drive C. 20 TB Hard Disk Drive
B. 20 MB Hard Disk Drive D. 20 KB Hard Disk Drive
41. If Melissa’s computer has 32-bit system type, which of the following Hard Disk Drive space requirement to install Windows 7?
A. 16 GB Hard Disk Drive C. 16 TB Hard Disk Drive
B. 16 MB Hard Disk Drive D. 16 KB Hard Disk Drive
42. How many keyboard/s will you have to install Windows 7?
A. 1 B. 2 C. 3 D. 4
43. Cora’s computer has a core i7 processor. Can Cora’s processor qualified to install Windows 7?
A. Yes B. No C. Perhaps D. None of the choices
44. Hanz want to play Dota 2 that stated 11GB capacity. What does 11 GB means?
A. Hard Disk Space B. Processor Speed C. RAM D. BD
45. Which of the following processor can you install Win 7?
A. 233MHz B. 1MHz C. 1GHz D. 233KHz
46. Windy is trying to assemble a brand new computer. She plans to install Windows 7 as an Operating System in it. Processor is the
last part of the computer for her to purchase. Which of the following is the minimum requirement of processor will Windy consider?
A. 1 GHz B. 2 GHz C. 3 GHz D. 4 GHz
47. James is installing the Windows 7 to his computer. As the computer states “Would you like to restart the computer? “, he pressed
YES button. How long will James wait for the computer to restart?
A. 5 seconds B. 10 seconds C. 15 seconds D. 20 seconds
48. After selecting the Windows update in the Windows 7, which will be the next?
A. Filling up of computer B. Filling up the date and time C. Filling up the password D. Filling up the product key
49 Dodong have lots of peripherals connected to the computer while installing Operating System. Will it be more complicated to install
it?
A. Yes B. No C. Depends D. Maybe
50. Can we still install Windows 7 even if the computer specification is below the certain requirement/s?
A. Yes B. No C. Depends D. Maybe
Answer Key for Grade 9
1. A. Personal Protective Equipment
2. A. Apron
3. B. By using it like the eye glasses
4. C. Because it protects the feet
5. A. It protects the eyes from all entities.
6. B. Gazam will be prone to danger
7. B. Ports
8. C. Use the Connector
9. A. VGA Male connector
10. A. It uses serial port
11. B. If the device is functional
12. B. monitor
13. B. Phone Port
14. B. Serial Port
15. A. It is used primarily to connect the external modem, mice and other devices
16. A. Small Computer System Interface
17. B. So that the technician will notify the ports and connector.
18. A. ii, iii, vii, vi, i, v, iv
19. B. Connecting Peripherals of the Computer
20. A. Plug the power cable into the power supply
21. C. Because pins are easier to remove so screw it.
22. A. Just follow the steps given and disregards the connectors.
23. A. So that it will not remove.
24. C. Lower resolution monitor
25. B. No
26. A. Yes
27. A. Yes
28. A. Yes
29. A. 800 x 600
30. A. Yes
31. B. Tina’s computer reach higher recommended of RAM requirement to install Windows XP.
32. B. 233 MHz
33. B. Set up inspecting you system will appear
34. B. F6
35. A. Drive C
36. D. Format the correct partition
37. B. 25
38. A. Computer name and administrator password will be asked to the user.
39. B. 2 MB RAM
40. A. 16 GB Hard Disk Drive
41. A. 16 GB Hard Disk Drive
42. A. 1
43. A. Yes
44. A. Hard Disk Space
45. C. 1GHz
46. A. 1 GHz
47. A. 5 seconds
48. A. Filling up of computer
49. B. No
50. A. Yes
51. A. Windows XP
52. A. Windows XP
53. B. Windows 7
54. A
55. B
56. A
57. B
58.B
59.C
60.B
61. A
62. B
63. A
64. A
65. A
66. B
67. A
68. A
69. C
70. B
 Department of Education
Region IX, Zamboanga Peninsula
Division of Zamboanga City
SOUTHCOM NATIONAL HIGH SCHOOL
Calarian, Zamboanga City

THIRD GRADING EXAMINATION

TVL – JAVA 11

INSTRUCTIONS:
Read following questions carefully and choose the letter that describes the statement. Blacken the letter of the
correct answer on your answer sheet.

1. Who is the founder of C++ language?

A. Bjarne Stroustrup B. Charles Babbage C. Froilan Street D. Diana Stewart
2. What is the symbol of a comment in the C++ language?
A. // B. ; C. << D. >>
3. Which of the following command will you use to output such statement?
A. cin>> B. cin<< C. cout>> D. cout<<
4. Which operation will you use to compare quantity?
A. != B. + C. / D. *
5. Why do we need to use a library in a computer language?
A. Enables C compiler to recognize cin and cout from this library.
B. Enables C compiler to activate cin and cout from this library.
C. Enables C compiler to introduce cin and cout from this library.
D. Enables C compiler to categorize cin and cout from this library.

Translate the given flowchart below in C++ language using IF ELSE statement. Note: You can use extra sheet of paper for this.

Criteria: IF-ELSE statement

Use of codes 1 point each
Proper use of Syntax 2 points each
Use of cin and cout 3 points
Overall program 2 points
15 points

Translate the given flowchart below in C++ language using WHILE LOOP and FOR LOOP . Note: You can use extra sheet of paper for these.

Criteria: IF-ELSE statement and WHILE LOOP

Use of codes 1 point each
Proper use of Syntax 2 points each
Use of cin and cout 3 points
Overall program 2 points
15 points

Criteria: IF-ELSE statement and FOR LOOP

Use of codes 1 point each
Proper use of Syntax 2 points each
Use of cin and cout 3 points
Overall program 2 points
15 points
 Department of Education
Region IX, Zamboanga Peninsula
Division of Zamboanga City
SOUTHCOM NATIONAL HIGH SCHOOL
Calarian, Zamboanga City

THIRD GRADING EXAMINATION

TLE (Contact Center Services) 10

INSTRUCTIONS:
Read following questions carefully and choose the letter that describes the statement. Blacken the letter of
the correct answer on your answer sheet. (1 point each)
1. Which of the following means forceful articulation of one syllable?
A. Stress B. Word C. Phonemes D. Diphthongs
2. It refers to the way your voice goes up and down when you speak.
A. Accent B. blending C. Intonation D. phrasing
3. It is the ability to smoothly combine individual sounds into a word or words in a phrase as if they were one word
A. Accent B. blending C. Intonation D. phrasing
4. It is is dividing an utterance into breath units or thought groups.Thought groups refers to phrases in accent reduction classes
A. Accent B. blending C. Intonation D. phrasing
5. Which of the following word when stress placed in vowels only?
A. under B. nature C. human D. simple
6. Number of syllables varies depends on the word presented. How many syllables in word GRADUATION?
A. 3 B. 4 C. 5 D. 6
7. If the word has two syllables, where does the stress usually take place?
A. First Syllable B. Second Syllable C. First and Second Syllable D. None of the choices
8. If the words ending in –ic, -sion, -tion, where does the stress take place?
A. stress is placed on the second to the last syllable C. stress is placed on the third to the last syllable
B. stress is placed on the first to the last syllable D. stress is placed on the last syllable
9. From the word Psychology, where does the stress take place?
A. Psy B. cho C. lo D. gy
10. The following are the functions of phrasing, EXCEPT;
A. Catch breath B. clarify meaning C. emphasize an idea D. give information
11. It refers to the management of one or more specific business processes or functions by a third party.
A. Business Process Outsourcing C. Information Technology Enabled Services
B. Customer Relationship Management D. Knowledge Process Outsourcing
12. Software development, data entry, programming, and web development services are examples of services under _________.
A. Business Process Outsourcing C. Information Technology Enabled Services
B. Customer Relationship Management D. Knowledge Process Outsourcing
13. It includes customer-related services such as marketing or technical support.
A. Back office Outsourcing B. Front office Outsourcing C. Offshore Outsourcing D. Nearshore Outsourcing
14. It includes internal business functions such as billing, purchasing, payroll of employees, and other similar tasks.
A. Back office Outsourcing B. Front office Outsourcing C. Offshore Outsourcing D. Nearshore Outsourcing
15. When a Singapore-based company subcontracts a Philippine- based company to do software programming, it is called _________.
A. Onshore Outsourcing B. Front office Outsourcing C. Offshore Outsourcing D. Nearshore Outsourcing
16. HSBC, a US-based finance company, hired an Indian-based BPO to manage its online credit card inquiry and funds transfer. The type of
outsourcing shown here is ____________.
A. Back office Outsourcing B. Onshore Outsourcing C. Offshore Outsourcing D. Nearshore Outsourcing
17. It is system is being carried out online with the data being held at a third party’s premises and accessed via the web. This type of BPO is
a means to save physical office space so one may retrieve information quickly and easily.
A. Accounting B. Document Management C. Procurement D. Software Development
18. It involves managing requests for information or proposals and recommending the best potential suppliers, selecting suppliers, and
issuing/managing legal contracts.
A. Accounting B. Document Management C. Procurement D. Software Development
19. It is a subset of BPO which is a centralized office that facilitates large amounts of inbound and outbound telephone calls
A. Accounting B. Call Center C. Document Management D. Software Development
20. It is a set of measurements to quantify performance and results in the call center world
A. matrix B. metrics C. rubrics D. rating
21. In a call center, this measures how effective your agents are in utilizing their time and how efficient they are in balancing the various aspects of
their jobs.
A. Time Metrics B. Productivity Metrics C. Quantity Metrics D. Quality Metrics
22. Customer Service, Satisfaction Score, Escalation Rate and Resolution time are all under _______________.
A. Time Metrics B. Productivity Metrics C. Quantity Metrics D. Quality Metrics
23. The customer became angry, and speaking to someone of higher authority will be a prerequisite to calming him down. This example
falls under ________________.
A. Average Call Duration B. Call Quality C. Escalation Rate D. Resolution Time
24. This criteria includes things like building rapport and using proactive, service-oriented language.
A. Quality Criteria B. Standard Criteria C. Subjective Criteria D. Objective Criteria
25. An example of this include opening the call with the appropriate greeting and asking if there are any other issues which the customer
needs assistance.
A. Quality Criteria B. Standard Criteria C. Subjective Criteria D. Objective Criteria
26. It refers to how well agents accomplish their tasks, especially their primary function of customer contact.
A. Time Metrics B. Productivity Metrics C. Quantity Metrics D. Quality Metrics
27. It refers to the ability to actively listen, question appropriately, provide feedback, and use the skills outlined to build customer relationships.
A. Business acumen B. Cross selling C. Interpersonal communication D. Change management
28. The focus on this type of call is more on “procedural” knowledge, where there are specific steps required to complete a given operation
using the provided computer systems.
A. Handling queries B. Handling transactions C. Handling complaints D. Handling reports
29. These are heavy users of knowledge management systems for solving problems and issues regarding a product.
A. Academic instruction B. Booking C. Directory D. Technical Support
30. A system that lets the agent see what has been done or promised by others, so that customers do not need to tell the whole history of the call.
A. Contact Management System B. Automatic Call Distribution system C. VoIP system D. Desktop tools
31. Factors to consider when complaint arises are _______________.
A. customer and complaint B. customer and service C. customer and product D. customer and contact center representative
32. Issues, concern of customers to be satisfied are listed below EXCEPT ________________.
A. reliability B. leadership C. enjoy doing business D. do business with trustworthy People
33. It is a way to make the customer feel that his call is important to you.
A. Act and speak calmly. C. Treat complainants as valued customer
B. Listen attentively to what your customer is saying. D. Be understanding.
34. How do agents accept ownership of the problem then apologize?
A. Act and speak calmly. C. Treat complainants as valued customer
B. Listen attentively to what your customer is saying. D. Be understanding.
.
35. Let the customer talk of his complain and say something to make him feel comfortable.
A. Act and speak calmly. C. Treat complainants as valued customer.
B. Listen attentively to what your customer is saying. D. Be understanding.
36. "Okay, I really understand and agree with you that this is very stressful to you, but for me to help you I must work within our
process.” The statement implies _____.
A. giving responsibility C. using the person’s name often, and with care
B. empowering staff D. controlling of situation
37. “I can understand why you feel the way you do Sir Robert” The statement implies _____.
A. giving responsibility C. using the person’s name often, and with care
B. empowering staff D. controlling of situation
38. It is contact center representative’s skill where customers want you to understand their issue with the hope you will be able to assist them.
A. professionalism B. communication C. desire to solve problem D. great listener
39. It requires you to have the fundamental sincerity to help others. This skill is known as _____.
A. professionalism B. communication C. desire to solve problem D. great listener
40. It means you need to be a patient and calming influence when interacting with customers at all times.
A. professionalism B. communication C. desire to solve problem D. great listener

For item number 41 to 50. Modified True or False. Determine whether the statement is true or false. If the statement is
true shade A. otherwise, shade B and rewrite the statement by correcting it. (Write the answer on the back of the answer sheet)

41-42. Communication is all about words.

43-44. A monotonous tone is a sign of enthusiasm.
45-46. If you want to sound apologetic and humble, do not use a loud speaking voice.
47-48. If you frown while you speak, the tone of your voice will encourage interaction.
49-50. Slow and deep breathing will not help you when confronted with a difficult call.
Answer Key
1. A. Stress
2. C. Intonation
3. B. blending
4. D. phrasing
5. A. under
6. B. 4
7. A.First Syllable
8. A. stress is placed on the second to the last syllable
9. B. cho
10. D. give information