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What is deductive reasoning?

A.

Reasoning based on experience and intuition

B.

Reasoning based on analysis and experience

C.

Reasoning based on intuition and process of elimination

D.

Reasoning based on logic and analysis

Which three are benefits of a call management system? (Choose three.)

A.

The analyst is able to view the customers contact information

B.

The analyst is able to view the customers call history

C.

The analyst is able to view the customers password information

D.

The analyst is able to log the customers problem

What is paraphrasing?

A.

Using lots of long words when speaking to a customer

B.

Telling the customer what they meant to say

C.

Repeating what the customer says using your own words

D.

Repeating what the customer says in their words

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A.

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

B.

Refer the customer to the service level agreement (SLA)

C.

Assess the technical and business issues and negotiate until you and the customer agree

D.

Record the problem as a low severity

What two considerations need to be made when sharing workspace? (Choose two.)

A.

Discretion and courtesy when decorating

B.

Share only with persons with similar likes/dislikes

C.

Maintain a clean environment

D.

None, each person needs to take care of it themselves

A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A.

Ask the customer if a start button or disk icon appears on the screen

B.

Ask the customer if he is the only one who can print to this printer

C.

Ask the customer if he has experienced any problems recently with any other applications

D.

Guide the customer through checking the printer connection and making sure the power is turned on

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A.

You rely on the obvious

B.

You use the same tools

C.

You are open to learning

D.

You offer more options

Which three policies assist analysts with managing their time? (Choose three.)

A.

Shift start and end times

B.

Resolved tickets per day

C.

Scheduled break times

D.

Average talk time expectations

What are three techniques of active listening? (Choose three.)

A.

Concentrating

B.

Acknowledging the customer

C.

Taking notes

D.

Researching the problem

You are having a trouble understanding a customer with a strong accent. The first thing you should do is ______?

A.

Find someone else who can understand the customer better

B.

Inform the customer that you cannot understand them and there is nothing you can do to help them

C.

Ask the customer is there is someone else in their organisation for you to talk to

D.

Tell the customer you are having difficulty understanding them