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CS2 - Ch. 10 Part 1
Test Description: Chapter 10 Test Review
Instructions: Answer all questions to get your test result.
1) A caller says another technician was rude...you
A
apologize and offer to help
B
have them submit it in writing
C
agree with customer and offer to help
D
tell them to talk to the manager
2) This is good netiquette.
A
Reply to flames via voice
B
Don't use formal greetings in replies
C
Check grammar
D
Use all upper case
3) You see a confidential file on a customer's computer...
A
Report it to you manager.
B
Minimize it and ignore it.
C
Step away & have user close it.
D
Ask another user to close it.
4) Level Two Technicians:
A
Fix problems that need to open computer
B
Chooses computer vendors
C
Handle software errors
D
Gather info from customer
5) Inexperienced customers need..
A
reprimands not to do it again
B
explanation of probable causes
C
conference calls with Level 2 techs
D
step-by-step instructions
6) This is not a relaxation technique used in call centers...
A
Quick walk
B
Relaxed breathing
C
Soothing sounds mp3s
D
Frequent gaming breaks
7) Exception to SLA that needs manager approval
A
Contact person information
B
Adding 2 computers with no extra charges
C
Upgrade the service with cost
D
Clarification on cost & penalties
8) I am transferring a customer. You don't need to tell the other technician...
A
cutomer name
B
your name
C
ticket number
D
department numbers
9) First step in resolving customer problem...
A
review technical documentation
B
search internet sites
C
brainstorm with coworkers
D
speak to customer
10) Stress...
A
allows good rapport
B
improves focus
C
keeps customers from giving good info
D
is a useful resource
*select an answer for all questions
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