NCTI Examination Test for 2024 with Answers and Marking Scheme, Exams of Electrical and Electronics Engineering

Download NCTI Examination Test for 2024 with Answers and Marking Scheme and more Exams Electrical and Electronics Engineering in PDF only on Docsity! NCTI Examination test for 2024 students with correct answers below and verified marking scheme 1. Which of the following devices were used to capture TV signals in the early days of television? a. Microwave Antenna. b. Antenna placed on the roof. c. Satellite Dish. d. Dowser Rod. - Correct answer B) Antenna placed on the roof. 2. Why did cable companies implement microwave technology? a. Because the equipment was inexpensive. b. Largely because the microwave signal was not amplified to reach the cable system. c. To obtain a better signal quality than antenna-delivered signal could offer. d. To fill vacant channel spaces with distant stations. - Correct answer D) To fill vacant channel spaces with distant stations. 3. Basic, Premium, and digital video channel groups are examples of? a. Satellite services. b. Tiers. c. Over-the-Air channels. d. Specialty programming. - Correct answer B) Tiers. 4. An example of possible product options available to customers in the future could be? a. Separating basic and expanded service tiers. b. Access to video-on-demand and pay-per-view programming. c. High Definition services. d. Access to a particular sports game where the customer only pays for the viewing of that game. - Correct answer D) Access to a particular sports game where the customer only pays for the viewing of that game. 5. Which of the following determine public right-of-ways and the purposes for which they can be used? a. Cable companies. b. City or County government. c. Utility companies. d. The federal government. - Correct answer B) City or County government. 6. Which act ruled that cities could not regulate basic fees unless the city received fewer than three over-the-air channels? a. The Cable Communications Policy Act of 1984. b. The Telecommunications Act of 1996. c. The Public Safety Act of 2005. d. The Cable Communications Policy Act of 1992. - Correct answer A) The Cable Communications Policy Act of 1984. 7. Which act adopted customer service standards for the industry and required cable companies to document compliance? a. The Public Safety Act of 2005. b. The Telecommunications Act of 1996. c. The Cable Communications Policy Act of 1984. d. The Cable Communications Policy Act of 1992. - Correct answer D) The Cable Communications Policy Act of 1992. 8. Which act ceased all full-power analog broadcasting by 2009 and low power analog broadcasting by 2012? a. The Cable Communications Policy Act of 1984. b. The Public Safety Act of 2005. c. The Telecommunications Act of 1996. d. The Cable Communications Policy Act of 1992. - Correct answer B) The Public Safety Act of 2005. 9. Which rule requires cable operators to black out a network show from a distant station if the local affiliate plans to broadcast the same program? a. Syndicated exclusivity rules. b. Must-carry/retransmission rules. c. Proof of Performance rules. d. The "Black out" act. - Correct answer A) Syndicated exclusivity rules. 10. Which rule requires a cable company to either carry all local broadcast channels or pay a fee for carrying specific broadcast channels? a. Must-carry/retransmission rules. b. Proof of Performance Rules. c. The CLI Act. d. Receiver/transmitter. - Correct answer B) Receiver/decoder. 23. What converts the digital signals carried by the cable into analog signals compatible with the TV set? a. Set-top box (STB). b. Digital video recorder (DVR). c. Digital versatile disc (DVD). d. Digital terminal adapter (DTA) - Correct answer D) Digital terminal adapter (DTA) 24. Which department plays a key role in helping broadband cable systems expand or rebuild their cable networks? a. Advertising sales. b. Customer service. c. Construction and maintenance. d. Administration and management. - Correct answer C) Construction and maintenance. 25. Which organization is responsible for creating the first impression the customer receives? a. Field technician. b. Advertising sales. c. Customer service. d. Technical service. - Correct answer C) Customer service. 26. Which group of paying customers receives one form or another of cable service in their homes or businesses? a. Internal customers. b. Technical service representatives. c. Customer service representatives. d. External customers. - Correct answer D) External customers. 27. Besides making a profit, what is the other reason the sales process exists? a. To help the cable companies expand their offerings. b. To assist customers in receiving the service(s) they want. c. To educate the market on new pricing. d. To help the data processing department gain data. - Correct answer B) To assist customers in receiving the service(s) they want. 28. Fill in the blank: "Keeping customers __________"? a. Is everyone's job! b. Is the sole responsibility of a customer service representative (CSR)! c. Is the responsibility of customer service representatives (CSR) and technical service representatives (TSR)! d. Is the responsibility of management, customer service representatives (CSR), and technical service representatives (TSR), but not field support! - Correct answer A) Is everyone's job! 29. Most cable companies will allow customers to self-install which of the following if they already have active service? a. Telephony. b. High speed data. c. Home security. d. Home automation. - Correct answer B) High speed data. 30. What can result from loose connectors, damaged network devices, and cracked or unterminated cable? a. Faster internet speeds. b. Cable signal leaks. c. Programming issues. d. Better reception. - Correct answer B) Cable signal leaks. 31. Which legislation was passed by the federal government and allowed customers to purchase and own their own equipment in order to receive cable service? a. Manner of Carriage Act. b. The Cable Act. c. Citizen Participation Policy. d. 1984 Congressional Policy. - Correct answer B) The Cable Act. 32. Which of the following results in a bank fee that is passed on to the customer? a. Non-sufficient funds. b. Over payment. c. Refunds. d. Late payment. - Correct answer A) Non-sufficient funds. 33. Which of the following billing terms is defined as "Total amount due on this date to avoid late fees"? a. Balance due. b. Billing date. c. Payment due date. d. Previous balance. - Correct answer C) Payment due date. 34. What government organization must approve a cable operator's adding and/or deleting of services? a. Federal Trade Commission. b. State Communications Commission. c. Federal Communications Commission. d. Local Communications Commission. - Correct answer C) Federal Communications Commission. 35. Which of the following represents the period for tracking and billing customers for cable services? a. Payment due date. b. Monthly Rate structures. c. Billing date. d. Billing cycle. - Correct answer D) Billing cycle. 36. Which of the following describes the crediting process used by cable operators to charge a customer's account when the customer changes service(s) in the middle of a billing cycle? a. Rate structures. b. End-of-month processing. c. Billing date. d. Prorating. - Correct answer D) Prorating. 37. Which of the following describes a computerized accounting process for updating the company's ledger? a. Collecting. b. Batching. c. Posting. d. Processing. - Correct answer C) Posting. 38. What type of payment has grown in popularity because it can be done instantly without driving to the cable company office? a. Payment through a lockbox. b. Payment through the mail. c. Payment at the customer premises. d. Payment through the website. - Correct answer D) Payment through the website. 39. Which account type is described as a local business that receives cable services? a. Tenant. b. Commercial. c. Bulk. d. No-charge. - Correct answer B) Commercial. 40. Which of the following is an example of a status code? a. New service. b. Pending. c. Digital subscriber. c. Pleasant. d. Monotone. - Correct answer B) Enthusiastic. 51. Which of the following items should be included when building a successful sales kit? a. Company prices from a previous sales campaign. b. Expired marketing materials. c. A receipt book. d. Competition pricing, facts, etc. - Correct answer D) Competition pricing, facts, etc 52. Which of the following is a best practice when familiarizing yourself with the competition? a. Researching your competitor to find out how to sell against them. b. Updating your sales kit with new developments at the beginning of each year. c. Focusing only on one of the competition's services. d. Taking note of the questions not asked in order to gain insight into the competitors services. - Correct answer A) Researching your competitor to find out how to sell against them. 53. Which of the following should you have knowledge of when practicing the first person principle? a. Satisfying the company's needs. b. The company's interests. c. The competitors' products. d. The customer's interests. - Correct answer D) The customer's interests. 54. Which of the following best describes a "feature"? a. A fact about a particular service. b. A service that best fits the customer. c. A service that is worth more to a customer than the money it costs to get it. d. A description of what a particular feature might mean to the customer. - Correct answer D) A description of what a particular feature might mean to the customer. 55. Which of the following best describes a "value"? a. A service that is worth more to a customer than the money it costs to get it. b. A description of what a particular feature might mean to the customer. c. A fact about a particular service. d. A service that best fits the customer. - Correct answer A) A service that is worth more to a customer than the money it costs to get it. 56. Which important step can set the tone for the rest of your sales presentation? a. Greeting the customer. b. Presenting the services offered by your company. c. Looking for buying signs. d. Identifying the customer's interests. - Correct answer A) Greeting the customer. 57. Which step best describes the question, "May I have your name and address to confirm that we offer our services in your area?" a. Identifying the type of call. b. Identifying the customer's interests. c. Verifying information. d. Greeting the customer. - Correct answer C) Verifying information. 58. Which of the statements below is an example of an open question? a. Is your Internet service currently working? b. Do you have a router? c. Can you tell me what type of devices you are looking to hook up to the wireless service? d. Where does the router reside in your home? - Correct answer C) Can you tell me what type of devices you are looking to hook up to the wireless service? 59. Linking the price with benefits and asking for the order are two key steps in which process? a. Closing process. b. Looking for buying signs process. c. Opening process. d. Establishing expectations process. - Correct answer A) Closing process. 60. What is the final step in the five-step process for completing a sale? a. Thanking and congratulating the customer. b. Reaffirming the customer's decision. c. Explaining information resources. d. Reviewing the order. - Correct answer A) Thanking and congratulating the customer. 61. Which organization revealed the following two of the eight quality customer service benefits: 1) improved perceived value of cable services and 2) minimized threat of competition? a. The Society of Telecommunications Engineers. b. The Cable and Telecommunications Association for Marketing. c. The Federal Communications Commission. d. The Internet & Television Association. - Correct answer B) The Cable and Telecommunications Association for Marketing. 62. Which of the following associations established quantitative customer service standards for the following areas: 1) office and telephone availability, 2) installations, 3) outages, 4) service calls, and 5) communications, bills, and refunds? a. The Internet & Television Association. b. The National Cable and Telecommunications Institute. c. The Federal Communications Commission. d. The Cable and Telecommunications Association for Marketing. - Correct answer B) The National Cable and Telecommunications Institute. 63. Which of the following statements defines "quality customer service?" a. Doing your job right the first time, every time. b. Doing your job right the second time, every time. c. Doing your job right the first time, sometimes. d. Doing your job every time, the first time. - Correct answer A) Doing your job right the first time, every time. 64. A customer builds an image of your company within how many seconds of your first interaction? a. 25. b. 20. c. 40. d. 15. - Correct answer D) 15. 65. Confidence, caring, consideration, and ________ are the four C's that significantly contribute to superior customer service? a. Crass. b. Creativity. c. Cohesiveness. d. Conformity. - Correct answer B) Creativity. 66. Professionalism is measured not only by your competence and performance skills, but also by which of the following? a. Creativity. b. Expression. 78. What percentage of customers disconnect their services, not because they experienced a specific problem, but because they felt unimportant? a. 36%. b. 80%. c. 68%. d. 52%.v - Correct answer C) 68%. 79. Research clearly shows that the customer who experienced a _______ remains more loyal than the customer who has never experienced a problem. a. Problematic installation. b. Positive problem resolution. c. Positive phone conversation. d. Problem. - Correct answer B) Positive problem resolution. 80. Which best represents the following quote, "Put yourself in the customer's shoes by trying to grasp the customer's point of view and feeling what he or she feels"? a. Thankful. b. Polite. c. Empathy. d. Reliability. - Correct answer C) Empathy. 81. Which occupation makes the top 10 list of nearly every published piece of research on stress? a. Customer service. b. Technical service. c. Field service. d. Management. - Correct answer A) Customer service. 82. The heart beating faster, the pupils dilating, and oxygen rushing to the muscle groups are all physical attributes that happen when the body prepares itself for which of the following? a. Stress or relaxation. b. Exercise and energize. c. Run and hide. d. Fight or flight. - Correct answer D) Fight or flight. 83. Psychologists have found that self-talk is what percentage positive vs. negative? a. 75% positive, 25% negative. b. 100% positive. c. 30% positive, 70% negative. d. 50% positive, 50% negative. - Correct answer C) 30% positive, 70% negative. 84. Establishing a routine can greatly help with relieving stress. Which of the following practices can also help? a. Increasing the amount of time spent on things you do more than once. b. Ensuring routine activities are handled by one person. c. Letting others help you with routine activities. d. Avoiding routines because they are uncomfortable. - Correct answer C) Letting others help you with routine activities. 85. Which process can help you keep your cool in the heat of the moment? a. Listen, evaluate, and proceed. b. Evaluate, process, and manage. c. Stop, look, and listen. d. Fight or flight. - Correct answer C) Stop, look, and listen. 86. Naming it, imagining it, booking it, etc., are all examples of what? a. Quick stress managers. b. Sales skills. c. Responding positively. d. Dealing with difficult situations. - Correct answer A) Quick stress managers. 87. Which of the following is a stress reliever that can help you cope with and manage your stress response when placed on the "hot seat"? a. Believing in yourself. b. Taking short breaths. c. Getting emotional. d. Working through without breaks.v - Correct answer A) Believing in yourself. 88. B) Burnout. - Correct answer What is the term used to describe physical, emotional, and mental exhaustion brought about by unrelieved stress? a. Counterproductive behavior. b. Burnout. c. Emotional overload. d. Positive self-talk. 89. What is the condition that involves excessive fatigue, often marked by physical aches and reduced mental alertness? a. Exhaustion. b. Bad attitude. c. Instability. d. Withdrawal. - Correct answer A) Exhaustion. 90. Modifying counterproductive behavior and _____________are two effective tactics that can help you avoid emotional burnout. a. Speaking to co-workers. b. Physical activity. c. Teaching others how to treat you. d. Relaxation techniques. - Correct answer C) Teaching others how to treat you 91. Which of the following is a result of jumping right into asking questions instead of listening carefully to the customer? a. The customer feels you are in agreement with them. b. The customer might feel that you want to send out a technician. c. The customer feels you are confident in solving the problem. d. You might miss something. - Correct answer D) You might miss something. 92. Asking "May I have your name and address please?" is a simple way of doing what? a. Speaking slowly, clearly, and confidently. b. Probing to obtain information. c. Verifying information. d. Identifying the problem. - Correct answer C) Verifying information. 93. What is described as a service interruption to multiple customers stemming from the same cause? a. No picture. b. A disconnect. c. An outage. d. Broken set-top box. - Correct answer C) An outage. 94. When troubleshooting no picture on a set-top box, the first of two questions that needs to be asked of the customer is "Do you have more than one TV hooked up to cable?" What is the second question that should be asked? a. Are all TVs affected? b. Are you experiencing issues with your internet? c. Is it happening on all channels or just one? d. Can I schedule a service call for one of our service technicians to come out and help? - Correct answer A) Are all TVs affected?