IT Essentials - Communications - Chapter 10

19 Questions | By Mikaela647 | Updated: Jan 7, 2013 | Attempts: 1194

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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)