Quiz 2 – Flashcard
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Effective communication skills are important primarily to support agents who communicate ____.
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any of these
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Dissatisfied clients are more likely than satisfied clients to ____.
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contact the help desk repeatedly for assistance
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Effective communication skills are based primarily on a support agent's ability to ____.
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any of these
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Excellent customer service in a support organization is based primarily on which of these factors?
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Both A and B
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Which of these is not a primary strategy for a support organization that aims for customer service excellence?
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Meet all of a client's demands.
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Analysis and evaluation of a user's message are likely to occur during which type of listening?
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Critical
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A support agent should aim to use language that is ____ the language level that the user uses
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slightly below
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"I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don't encounter it again." is an example of ____.
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empathy
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A user's first impression of a support agent comes from the ____.
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incident greeting
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A script to handle a support incident has ____.
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several sequences of questions with multiple decision points or paths
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The most effective strategy for using a script is to ____.
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restate the script in your own words
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Which type of nonverbal behavior is the least effective posture for support agents?
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Fold arms
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Which type of nonverbal behavior is suggested for effective voice quality?
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All of these
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Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.
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too fast
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Which of these is not a recommended incident management strategy for support agents?
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Don't admit that you're wrong or don't know.
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A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.
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point the user to useful information about file organization
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The Myers-Briggs Type Indicator (MBTI) measures ____.
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personality and work style preferences
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A feature of a Web site where discussions are posted by members of a user community is called a ____.
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user forum
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A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?
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Mechanics
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Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.
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a thread
