IT Essentials - Communications - Chapter 10

19 Questions | Total Attempts: 1172

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IT Essentials Quizzes & Trivia

This quiz will help you in preparation for your IT Essentials Chapter 10 exam.


Questions and Answers
  • 1. 
    What is the final action to complete a service call?
    • A. 

      Talk about the bill

    • B. 

      Tell the customer how they can repair the problem

    • C. 

      Explain why the repair took so long

    • D. 

      Explain how the problem was fixed and close with the customer

  • 2. 
    Use jargon and abbreviations when talking to an inexperienced customer.  TRUE or FALSE
  • 3. 
    If a customer complains that they have been on hold for a long time and have been transferred serveral times, you should.........
    • A. 

      Explain how busy you are

    • B. 

      Apologise and offer to help now

    • C. 

      Tell them the best time when to call back

    • D. 

      Give out other contact numbers

  • 4. 
    Email and text communications have a set of personal and business rules called ................. (1 word)
  • 5. 
    If you need to reinstall the operation system on a PC you are repairing, what do you tell the customer?
    • A. 

      You need to upgrade the operating system

    • B. 

      You need to format the HDD and reinstall the operating system

    • C. 

      You need to rebuild the system

    • D. 

      You need to service the system and data loss may occur

  • 6. 
    Do not use a customer's company IT resources for commercial purposes. TRUE or FALSE
  • 7. 
    Information or data that is subject to ethical customs includes:-
    • A. 

      Emails

    • B. 

      Phone lists

    • C. 

      Hard copies of files

    • D. 

      All of the above

  • 8. 
    Which 2 skills are the most important for a technician to have? (pick 2)
    • A. 

      Communication

    • B. 

      Work escalation

    • C. 

      Computer repair

    • D. 

      Task maintenance

    • E. 

      Computer prioritisation

  • 9. 
    A SLA is a legal agreement between a customer and a service technician confirming specific services performed on equipment not covered by any warrenty. TRUE or FALSE
  • 10. 
    A ...................... customer discusses eveything except the problem.  (1 word)
  • 11. 
    A level ................. technician is normally the more knowledgeable.  (1 word)
  • 12. 
    Which of these should you not do with an angry customer?  (pick 3)
    • A. 

      Spend time talking about the problem instrad of fixing it

    • B. 

      Sympathise with the customer's problem

    • C. 

      Ask the customer to repeat the information

    • D. 

      Apologise for the wait time

    • E. 

      Place them on hold until you can get someone else to deal with their call

  • 13. 
    The ......................... of your work area can help you do your job or make it more difficult.  (1 word)
  • 14. 
    What is a good rule for a call centre technician too follow?
    • A. 

      Focus on how to repair the problem while the customer is speaking

    • B. 

      Be proactive by avoiding speaking with angry or upset customers

    • C. 

      Go with your first impressions and use netiquette

    • D. 

      Consider each new customer call a fresh start

  • 15. 
    Follow up questions should be targeted, close ended questions based on the information you have already gathered.  (TRUE or FALSE)
  • 16. 
    A SLA contains the following?
    • A. 

      Diagnostics

    • B. 

      Costs and penalties

    • C. 

      Where service will be provided

    • D. 

      All of the above

  • 17. 
    A ................. customer complains during the call and often makes negative comments about the product, the service and the technician.  (1 word)
  • 18. 
    For ................   .................................., it is important to prioritise your activities.  (2 words)
  • 19. 
    The only type of customer you should politely interrupt is a .................... customer.  (1 word)
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