CISCO IT Essentials Chapter 10:Communication Skills

20 Questions | Total Attempts: 137

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CISCO IT Essentials Chapter 10:Communication Skills

Communication skills


Questions and Answers
  • 1. 
    One of the first tasks of the technician is to determine the type of ____ problem that the customer is experiencing.
  • 2. 
    Remember these three rules at the beginning of your conversation:
    • A. 

      Know,Relate,Understand

    • B. 

      Relate,interrupt,end call

    • C. 

      Understand,interrupt,pass on call

    • D. 

      Day dream,whistle,hang up

  • 3. 
    Talkative Customer A Talkative Customer complains during the call and often makes negative comments about the product, the service, and the technician. This type of customer is sometimes abusive and uncooperative and gets aggravated very easily.
    • A. 

      True

    • B. 

      False

  • 4. 
    Rude Customer An Rude Customer talks loudly during the call and often tries to speak when the technician is talking. Angry customers are usually frustrated that they have a problem and upset that they have to call somebody to fix it.
    • A. 

      True

    • B. 

      False

  • 5. 
    Angry Customer An angry customer talks loudly during the call and often tries to speak when the technician is talking. Angry customers are usually frustrated that they have a problem and upset that they have to call somebody to fix it.
    • A. 

      True

    • B. 

      False

  • 6. 
    Knowledgeable Customer A knowledgeable customer wants to speak with a technician that is equally experienced in computers. This type of customer usually tries to control the call and does not want to speak with a level-one technician.
    • A. 

      True

    • B. 

      False

  • 7. 
    Inexperienced Customer An inexperienced customer has difficulty describing the problem. These customers are usually not able to follow directions correctly and not able to communicate the errors that they encounter.  
    • A. 

      True

    • B. 

      False

  • 8. 
    You read a blog where two or three members have stopped discussing the issue and are simply insulting each other? These are called a____a and they occur in blogs and e-mail threads. (One or two word's )
  • 9. 
    As a technician, you should be _____ in all communications with customers. (Onw word)
  • 10. 
    As a technician, you should be professional in all communications with customers. For e-mail and text communications, there is a set of personal and business etiquette rules called (one word)
  • 11. 
    An SLA is typically a non-legal agreement that contains the responsibilities and liabilities of all parties involved. 
    • A. 

      True

    • B. 

      False

  • 12. 
    Customer Call Rules  specific rules a call center might have to handle , PICK 1
    • A. 

      Maximum time on call (example: 30 minutes)

    • B. 

      Maximum call time in queue (example: 10 minutes)

    • C. 

      Number of calls per day (example: minimum of 30)

  • 13. 
    Call Center Employee Rules There are also other rules to cover general daily activities of employees:
    • Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
    • Do not exceed the allowed number and length of breaks.
    • A. 

      Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.

    • B. 

      Do not exceed the allowed number and length of breaks.

    • C. 

      Do not take a break or go to lunch if there is a call on the board.

    • D. 

      Do not take a break or go to lunch at the same time as other

    • E. 

      All of the above

  • 14. 
    Customer Satisfaction The following rules should be followed by all employees to ensure customer satisfaction:
    • A. 

      Set and meet a reasonable timeline for the call or appointment and communicate this to the customer.

    • B. 

      Communicate service expectations to the customer as early as possible.

    • C. 

      Communicate the repair status with the customer, including explanations for any delays.

    • D. 

      Offer different repair or replacement options to the customer, if applicable.

    • E. 

      Give the customer proper documentation on all services provided.

    • F. 

      Follow up with the customer at a later date to verify satisfaction.

    • G. 

      All of the above

  • 15. 
      A call center environment is usually Not very professional and slow-paced.
    • A. 

      True

    • B. 

      False

  • 16. 
    To be a successful technician, you must practice good communication skills with customers and co-workers. These skills are as important as technical expertise.
    • A. 

      True

    • B. 

      False

  • 17. 
    There is a NO right way and a wrong way to put a customer on hold, or transfer a customer to another technician. 
    • A. 

      True

    • B. 

      False

  • 18. 
    You must understand and comply with your customer's SLA. 
    • A. 

      True

    • B. 

      False

  • 19. 
    A computer technician's job is _____. You rarely meet a customer who is having a good day.
  • 20. 
    There are NO ethical BUT only legal aspects of working in computer technology. 
    • A. 

      True

    • B. 

      False

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