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Question # 4

What is the number one goal of support services?

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To keep the customer performing at the highest level possible

D.

To obtain information for any questions that are asked

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Question # 5

Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

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Question # 6

In which two instances is it appropriate to use the customers first name? (Choose two.)

A.

During the initial interaction with the customer

B.

When the customer becomes irate

C.

During informal communication

D.

When you have established a good rapport with the customer

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Question # 7

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

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Question # 8

Which topologies are used to provide interconnectivity between networks?

A.

RS-232, Analogue, and Voice

B.

T-1s, ISDN, and Mainframe

C.

Ethernet, Fibre Optic, and Token Ring

D.

TCP/IP, UNIX, and IPX/SPX

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Question # 9

What is a key benefit of using a web site for reference?

A.

It provides private access

B.

It provides searchable topic fields

C.

It is printable

D.

It is computer-based

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Question # 10

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

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Question # 11

What is the number one goal of support services?

A.

To give technical support to anyone who calls

B.

To resolve all calls requiring technical support

C.

To obtain information for any questions that are asked

D.

To keep the customer performing at the highest level possible

Full Access
Question # 12

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A.

Be confident

B.

Be enthusiastic, but natural

C.

Be efficient

D.

Be talkative

E.

Be agreeable to all customer opinions

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Question # 13

You are working as a help desk analyst and receive a call from the network administrator informing you that a server is down. Which action should you perform first?

A.

Inform the other help desk analysts

B.

Troubleshoot the problem yourself

C.

Wait for customers to call the help desk

D.

Call all customers that use the server

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Question # 14

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A.

Be confident

B.

Be agreeable to all customer opinions

C.

Be talkative

D.

Be efficient

E.

Be enthusiastic, but natural

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Question # 15

Which approach is preferable when responding to a customer?

A.

Use industry terminology to educate the customer

B.

Use vocabulary to match the customer's level of knowledge

C.

Use acronyms that are commonly used in the industry

D.

Use the simplest terminology that is understood by all levels of knowledge

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Question # 16

What are peripheral devices?

A.

Devices that are connected to the computer, but are neither internal nor external to the processing unit

B.

Devices that are connected to the computer and become the processing unit

C.

Devices that are connected to the computer and are internal in relationship to the processing unit

D.

Devices that are connected to the computer, but are external in relationship to the processing unit

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Question # 17

Companies typically restrict access to which three types of data? (Choose three.)

A.

Office location

B.

Personnel records

C.

Proprietary information

D.

Payroll information

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