IT Essentials Chapter 10
- 1.
Which issue is an example of an exception to an SLA that should be escalated to a manager?
- A.
A customer wishes to change the details of the contact person on the SLA.
- B.
A customer wants two new computers added to the existing SLA without additional cost.
- C.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
- D.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.
Correct Answer
B. A customer wants two new computers added to the existing SLA without additional cost.Explanation
The issue of a customer wanting two new computers added to the existing SLA without additional cost is an example of an exception to an SLA that should be escalated to a manager. This is because the customer is requesting additional services without being willing to pay for them, which goes against the terms and conditions of the SLA. A manager would need to be involved to assess the situation and make a decision on whether to accommodate the customer's request or not.Rate this question:
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- 2.
When dealing with an angry customer, which two things can a technician do to resolve the problem?(Choose two.)
- A.
Place the customer on hold to allow the customer time to become calmer.
- B.
Allow the customer to explain the problem, possibly dispelling some of the anger.
- C.
Discuss possible causes of the problem.
- D.
Sympathize with the customer's problem.
- E.
Try to minimize the significance of the problem.
Correct Answer(s)
B. Allow the customer to explain the problem, possibly dispelling some of the anger.
D. Sympathize with the customer's problem.Explanation
When dealing with an angry customer, allowing the customer to explain the problem can help to dispel some of their anger. By giving the customer a chance to express their concerns and frustrations, they may feel heard and understood, which can help to calm them down. Sympathizing with the customer's problem is also important as it shows empathy and acknowledges their feelings. This can help to build rapport and trust with the customer, making it more likely that a resolution can be reached.Rate this question:
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- 3.
Which three tasks are commonly carried out by a level-one technician? (Choose three.)
- A.
Document all information on the work order
- B.
Update the operating system
- C.
Upgrade the BIOS
- D.
Prioritize the problem
- E.
Install remote diagnostic software
- F.
Gather information from the customer
Correct Answer(s)
A. Document all information on the work order
D. Prioritize the problem
F. Gather information from the customerExplanation
A level-one technician commonly carries out three tasks: document all information on the work order, prioritize the problem, and gather information from the customer. These tasks are essential for effective troubleshooting and providing accurate information to higher-level technicians or support teams. Documenting information ensures that all relevant details are recorded for future reference. Prioritizing the problem helps in determining the urgency and order of troubleshooting tasks. Gathering information from the customer helps in understanding the issue and its context, enabling the technician to provide appropriate assistance.Rate this question:
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- 4.
Which three items are commonly parts of a service level agreement (SLA)? (Choose three.)
- A.
Supported software
- B.
Diagnostic procedures
- C.
Acceptable working conditions
- D.
Service location
- E.
Accessibility requirements
- F.
Car parking arrangements
Correct Answer(s)
A. Supported software
B. Diagnostic procedures
D. Service locationExplanation
A service level agreement (SLA) is a contract between a service provider and a customer that outlines the level of service that will be provided. The three items commonly included in an SLA are supported software, diagnostic procedures, and service location. Supported software refers to the specific software applications or systems that the service provider will support. Diagnostic procedures outline the steps that will be taken to diagnose and resolve any issues that arise. Service location specifies where the service will be provided, whether it is on-site or remote.Rate this question:
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- 5.
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
- A.
Talk over the customer and quickly gather the necessary information to help them.
- B.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
- C.
Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information.
- D.
Politely step in and gain control of the call by asking the customer social questions.
Correct Answer
B. Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.Explanation
The technician should allow the customer to speak without interruption and then try to use closed-ended questions to gather data. This approach is recommended because it allows the customer to express their concerns and provide all the necessary information. Closed-ended questions can then be used to gather specific and concise data, helping the technician efficiently address the customer's needs. This approach promotes effective communication and problem-solving while respecting the customer's need to express themselves.Rate this question:
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- 6.
While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
- A.
Interrupt the customer immediately to explain the solution.
- B.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
- C.
Wait until the customer has finished speaking, and then explain the possible solution.
- D.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
Correct Answer
C. Wait until the customer has finished speaking, and then explain the possible solution.Explanation
The technician should wait until the customer has finished speaking and then explain the possible solution. It is important to listen attentively to the customer's explanation to fully understand the problem and gather all relevant information. Interrupting the customer immediately or at the earliest opportunity may disrupt their train of thought and prevent the technician from fully grasping the issue. Waiting until the customer has finished speaking shows respect and allows the technician to provide a more accurate and effective solution. Asking the customer to complete the explanation quickly may rush the process and potentially overlook important details.Rate this question:
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- 7.
Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)
- A.
Be positive.
- B.
Explain what you will be unable to accomplish.
- C.
Look for alternative ways to help the customer.
- D.
Interrupt customers to explain solutions and save time.
- E.
Refer customers to the Internet when the solution is obvious.
Correct Answer(s)
A. Be positive.
C. Look for alternative ways to help the customer.Explanation
When dealing with customers on the telephone, it is recommended to be positive in order to create a friendly and helpful atmosphere. This can help to build rapport and make the customer feel valued. Additionally, looking for alternative ways to help the customer is important because it shows that you are willing to go above and beyond to find a solution for them. This can involve suggesting different options or exploring different approaches to resolve their issue.Rate this question:
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- 8.
What are three guidelines for beginning a call with a customer? (Choose three.)
- A.
Explain the SLA terms and conditions
- B.
Determine the level of knowledge that the customer possesses about computers.
- C.
Place angry customers on hold immediately.
- D.
Immediately transfer angry customers to a manager.
- E.
Use brief communication to establish a one-to-one connection with the customer.
- F.
Call the customer by name.
Correct Answer(s)
B. Determine the level of knowledge that the customer possesses about computers.
E. Use brief communication to establish a one-to-one connection with the customer.
F. Call the customer by name.Explanation
The three guidelines for beginning a call with a customer are to determine the level of knowledge that the customer possesses about computers, use brief communication to establish a one-to-one connection with the customer, and call the customer by name. These guidelines are important for effective communication and building rapport with the customer. By understanding the customer's knowledge level, the support representative can tailor their explanations accordingly. Using brief communication helps to establish a personal connection and keeps the conversation focused. Calling the customer by name adds a personal touch and shows respect towards the customer.Rate this question:
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- 9.
What is the recommended way to place customers on hold?
- A.
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
- B.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
- C.
Ask and wait for permission before placing customers on hold.
- D.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
Correct Answer
C. Ask and wait for permission before placing customers on hold.Explanation
The recommended way to place customers on hold is to ask and wait for permission before doing so. This shows respect for the customer's time and allows them to decide if they are willing to wait on hold. It also helps to maintain a positive customer experience by ensuring that the customer feels heard and valued.Rate this question:
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- 10.
Which three pieces of information should be given to the next technician when transferring acustomer? (Choose three.)
- A.
Your name
- B.
Ticket number
- C.
Impressions of the customer
- D.
Customer name
- E.
Department name
- F.
Part numbers
Correct Answer(s)
A. Your name
B. Ticket number
D. Customer nameExplanation
When transferring a customer to the next technician, three pieces of information that should be given are your name, ticket number, and customer name. Providing your name helps the next technician identify who is transferring the customer and allows for accountability. The ticket number is essential for tracking and referencing the customer's case or issue. Lastly, the customer's name is crucial for personalizing the interaction and ensuring a smooth transition between technicians.Rate this question:
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- 11.
Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)
- A.
Politely interrupt to refocus the customer.
- B.
Encourage conversation to gain the customer's trust.
- C.
Gather as much information as possible while the customer is talking.
- D.
Ask open-ended questions.
- E.
Transfer the customer to a manager.
- F.
Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.
Correct Answer(s)
A. Politely interrupt to refocus the customer.
C. Gather as much information as possible while the customer is talking.
F. Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.Explanation
To successfully deal with a talkative customer, it is important to politely interrupt them to refocus the conversation and steer it towards the necessary information. Gathering as much information as possible while the customer is talking helps to understand their needs and concerns. Allowing the customer to talk for one minute and then asking a closed-ended question helps to regain control of the call and guide the conversation towards a resolution. Encouraging conversation to gain the customer's trust and transferring the customer to a manager are not recommended techniques for dealing with talkative customers.Rate this question:
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- 12.
A technician is talking on the telephone to an angry customer who is unhappy with previous service.How should the technician calm the customer?
- A.
Listen carefully and attempt to solve the customer's problem.
- B.
Explain to the customer that company policy is not to tolerate verbal abuse and that the call will be terminated unless the customer's language is moderated.
- C.
Explain why the previous service was appropriate and under no circumstances admit to there being any deficiencies in the previous service.
- D.
Schedule a meeting with the customer, another technician, and the manager.
Correct Answer
A. Listen carefully and attempt to solve the customer's problem.Explanation
The correct answer is to listen carefully and attempt to solve the customer's problem. This is the best approach to calming an angry customer as it shows empathy and a willingness to address their concerns. By actively listening and working towards finding a solution, the technician can demonstrate that they value the customer's satisfaction and are committed to resolving any issues.Rate this question:
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- 13.
A technician wants to apply for a job in a call center for a computer repair service. Which twocharacteristics are desirable for this type of position? (Choose two.)
- A.
Use jargon, abbreviations, and acronyms relating to computer repair
- B.
Possess good listening skills
- C.
Be willing to work long hours
- D.
Display professional behavior at all times
- E.
Be willing to talk strongly to difficult customers
Correct Answer(s)
B. Possess good listening skills
D. Display professional behavior at all timesExplanation
The two characteristics that are desirable for a job in a call center for a computer repair service are possessing good listening skills and displaying professional behavior at all times. Good listening skills are important in order to understand and effectively address customers' computer repair issues. Displaying professional behavior is crucial to maintain a positive image of the company and ensure customer satisfaction.Rate this question:
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- 14.
Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
- A.
Use simple step-by-step instructions.
- B.
Explain possible causes of the problem to the customer.
- C.
Criticize the customer to prevent the possibility of repeating the problem in the future.
- D.
Ask to set up a conference call with a level 2 technician.
- E.
Speak in plain terms.
Correct Answer(s)
A. Use simple step-by-step instructions.
E. Speak in plain terms.Explanation
When dealing with an inexperienced customer, it is important to use simple step-by-step instructions to guide them through the process. This helps to break down complex tasks into manageable steps that the customer can easily follow. Additionally, speaking in plain terms is crucial as it ensures clear communication and avoids the use of technical jargon that may confuse the customer further. By using these two techniques, the customer will feel supported and empowered to resolve their issue effectively.Rate this question:
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- 15.
Which two guidelines demonstrate proper netiquette? (Choose two.)
- A.
Send chain letters via e-mail to minimize time needed to spread information.
- B.
Begin each e-mail with an appropriate greeting.
- C.
Use all capital letters to make reading easier.
- D.
E-mail information that would be difficult to say in person.
- E.
Avoid replying to "flames".
Correct Answer(s)
B. Begin each e-mail with an appropriate greeting.
E. Avoid replying to "flames".Explanation
The two guidelines that demonstrate proper netiquette are: beginning each e-mail with an appropriate greeting and avoiding replying to "flames". Beginning each e-mail with a greeting shows respect and politeness towards the recipient. Avoiding replying to "flames" means not engaging in negative or hostile conversations online, promoting a more positive and constructive online environment.Rate this question:
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- 16.
Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
- A.
Take calls only from customers that are knowledgeable about computers.
- B.
Take frequent gaming breaks.
- C.
Go for a quick walk.
- D.
Listen to soothing sounds.
- E.
Practice relaxed breathing.
- F.
Take a long lunch hour to reduce fatigue.
Correct Answer(s)
C. Go for a quick walk.
D. Listen to soothing sounds.
E. Practice relaxed breathing.Explanation
Going for a quick walk, listening to soothing sounds, and practicing relaxed breathing can help relieve the stress caused from helping customers in a call center. Taking a walk allows for physical movement and a change of scenery, helping to refresh the mind and reduce stress. Listening to soothing sounds, such as calming music or nature sounds, can have a relaxing effect on the mind and help to reduce stress levels. Practicing relaxed breathing techniques, such as deep breathing or mindfulness exercises, can help to calm the body and mind, promoting relaxation and reducing stress.Rate this question:
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- 17.
A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.)
- A.
Personalize the call by periodically asking questions unrelated to the computer problem.
- B.
Allow the customer to speak without interruption.
- C.
Use technical terms to determine the level of knowledge the customer possesses.
- D.
Ask only closed-ended questions.
- E.
Refer to the customer by name whenever possible.
Correct Answer(s)
B. Allow the customer to speak without interruption.
E. Refer to the customer by name whenever possible.Explanation
To establish a good rapport with the customer, the technician should allow the customer to speak without interruption. This shows respect and attentiveness towards the customer's concerns and allows them to fully explain the problem. Additionally, referring to the customer by name whenever possible adds a personal touch and makes the interaction more friendly and personalized.Rate this question:
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- 18.
The technician begins diagnosing a problem by asking an experienced customer to visit atroubleshooting Web site. The customer becomes angry because she feels this could be done without calling the technician. What should the technician do?
- A.
Place the customer on hold to give the customer time to calm down.
- B.
Transfer the customer to a different technician.
- C.
Advise the customer that with her cooperation the problem can be easily solved.
- D.
Explain how the Web site can be used by both of them during the call to quickly eliminate problems.
Correct Answer
D. Explain how the Web site can be used by both of them during the call to quickly eliminate problems.Explanation
The technician should explain how the Web site can be used by both of them during the call to quickly eliminate problems. This would address the customer's concern about the technician not needing to be involved and show that the technician is willing to work with the customer to find a solution. By explaining the benefits of the Web site and how it can assist in troubleshooting, the technician can reassure the customer and potentially resolve the issue more efficiently.Rate this question:
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- 19.
A technician is trying to calm an angry customer. What is the best approach?
- A.
Place the customer on hold to allow time to calm down.
- B.
Ask the customer for permission to be transferred to a manager.
- C.
Maintain a positive tone of voice and offer to help solve the problem.
- D.
Talk to the customer in a stern tone of voice to gain control of the conversation.
Correct Answer
C. Maintain a positive tone of voice and offer to help solve the problem.Explanation
Maintaining a positive tone of voice and offering to help solve the problem is the best approach when trying to calm an angry customer. By remaining calm and positive, the technician can show empathy and understanding towards the customer's frustration. This approach can help de-escalate the situation and create a more cooperative atmosphere, increasing the chances of finding a resolution that satisfies the customer.Rate this question:
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- 20.
A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
- A.
Listen to the complaint and explain that the coworker is frequently rude.
- B.
Tell the customer that they can call the supervisor if they have a complaint.
- C.
Listen to the complaint, apologize for the incident, and then offer to help the customer.
- D.
Ask the customer to submit their complaint in writing.
Correct Answer
C. Listen to the complaint, apologize for the incident, and then offer to help the customer.Explanation
The technician should handle this complaint by listening to the customer's complaint, apologizing for the incident, and then offering to help the customer. This response shows empathy towards the customer's experience and demonstrates a willingness to resolve the issue. It also acknowledges the past complaints about the coworker's rudeness, indicating that the technician is aware of the problem and takes it seriously. By offering assistance, the technician shows a commitment to providing good customer service and addressing the customer's concerns.Rate this question:
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Mar 18, 2023Quiz Edited by
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Mar 25, 2011Quiz Created by
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