kunci cisco chapter 10 essentials (4.0)

1. A customer calls to report a problem with a computer. What is the first step the technician should use to resolve the computer problem?
Direct the customer to various vendor Web sites.
Complete a work order documenting the cause of the problem.
Identify the problem.
//Gather information from the customer.

2. A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.)
Personalize the call by periodically asking questions unrelated to the computer problem.
//Allow the customer to speak without interruption.
Use technical terms to determine the level of knowledge the customer possesses.
Ask only closed-ended questions.
//Refer to the customer by name whenever possible.

3. A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.)
use jargon, abbreviations, and acronyms relating to computer repair
//possess good listening skills
be willing to work long hours
//display professional behavior at all times
be willing to talk strongly to difficult customers

4. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Talk over the customer and quickly gather the necessary information to help them.
//Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information.
Politely step in and gain control of the call by asking the customer social questions.

5. Which three items are commonly part of an SLA? (Choose three.)
//supported software
//diagnostic procedures
listing of tested parts
//service location
unsupported equipment
listing of all exceptions

6. Which issue is an example of an exception to an SLA that should be escalated to a manager?
A new customer just read an annual contract that has been active for three months and is unhappy about the level of service outlined in the contract.
//A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.

7. While a technician is listening to a lengthy explanation of a problem, the technician determines the solution to the problem. How should the technician proceed?
Interrupt the customer immediately by beginning to explain the solution.
Put the customer on hold. After the conversation is interrupted, return and explain the solution.
//Wait patiently until the customer is finished speaking, and then explain the possible solution.
Interrupt the customer by asking a question and then suggest the solution.

8. When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.)
Place the customer on hold to allow the customer time to become calmer.
//Allow the customer to explain the problem, possibly dispelling some of the anger.
Discuss possible causes of the problem.
//Sympathize with the customer's problem.
Try to minimize the significance of the problem.

9. What are three guidelines for beginning a call with a customer? (Choose three.)
Interrupt customers as soon as the problem can be determined.
//Determine the level of knowledge that the customer possesses regarding computers.
Place angry customers on hold immediately.
Immediately transfer angry customers to a manager.
//Use brief communication to establish a one-to-one connection with the customer.
//Call the customer by name.

10. What is the recommended way to place a customer on hold?
Abruptly place the customer on hold to avoid interrupting what the customer is saying.
Immediately place the customer on hold when the customer is finished speaking.
//Ask and wait for permission before placing the customer on hold.
Hand the telephone to a co-worker or manager while the customer is speaking to avoid interruption.

11. Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)
//Be positive.
Explain what you will be unable to accomplish.
//Look for alternative ways to help the customer.
Interrupt customers to explain solutions and save time.
Refer customers to the Internet when the solution is obvious.

12. Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
//your name
//ticket number
elapsed time for the call
//customer name
department name
part numbers

13. A technician is talking on the telephone to an angry customer who is unhappy with previous service. How should the technician calm the customer?
//Listen carefully and attempt to solve the customer's problem.
Attempt to minimize the problem.
Debate with the customer in an attempt to defend the company.
Schedule a meeting with the customer, another technician, and the manager.

14. Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)
//Politely interrupt to refocus the customer.
Encourage conversation to gain the customer's trust.
//Gather as much information as possible while the customer is talking.
Ask open-ended questions.
//Allow the customer to talk for one minute and then try to concentrate on the real problem.
Transfer the customer to a manager.

15. Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
//Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level 2 technician.
//Speak in plain terms.

16. Which two guidelines demonstrate proper netiquette? (Choose two.)
Send chain letters via e-mail to minimize time needed to spread information.
//Begin each e-mail with an appropriate greeting.
Use all capital letters to make reading easier.
E-mail information that would be difficult to say in person.
//Avoid replying to "flames".

17. Which three tasks are commonly carried out by a level-one technician? (Choose three.)
//document all information on the work order
update the operating system
upgrade the BIOS
//prioritize the problem
install remote diagnostic software
//gather information from the customer

18. Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
//Go for a quick walk.
//Listen to soothing sounds.
//Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.