Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse
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This Test Bank for A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition is your ultimate study companion. Featuring a wide range of questions that cover all the essential concepts, this resource will help you test your knowledge, identify areas for improvement, and build the confidence you need to excel in your course. Whether you’re studying for a quiz, midterm, or final exam, our Test Bank is the key to achieving your academic goals.
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- ISBN-13: 978-1285852683
- ISBN-10: 1285852680
Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse
Chapter 02: Customer Service Skills for User Support Agents
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1. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 56 |
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2. Customer satisfaction with a support incident is more directly related to the solution to a problem rather than to the communication skills a support agent uses. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 56 |
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3. Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communications with users. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 56 |
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4. Communication is a two-way process that involves both listening and responding. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 56 |
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5. Communication is a one-way process that involves an effective transmission from sender to receiver. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 56 |
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6. A customer service ethic is an organization-wide philosophy that the customer is always right. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 57 |
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7. Support staff should return a telephone call when promised, even if no progress has been made on a problem. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 58 |
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8. Of the three essential communication skills, listening comes before understanding and responding. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 59 |
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9. In discriminative listening, a support agent’s purpose is to learn about the user, such as their knowledge level. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 60 |
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10. The purpose of comprehensive type listening is to develop a rapport with a user. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 60 |
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11. In order to educate users, a support agent should use technical terms and explanations in communications with users. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 61 |
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12. Empathy means a support agent takes ownership and responsibility for a user’s problem. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 62 |
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13. A support agent who can empathize with a user is one who understands the problem or question from the user’s point of view. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 62 |
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14. A common barrier to effective listening is to ask probing questions to get additional details about a problem. a. True b. False ANSWER: False POINTS: 1 REFERENCES: 62 |
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15. One method support agents use to communicate effectively with a user on the telephone is to visualize the user and communicate with the visual image. a. True b. False ANSWER: True POINTS: 1 REFERENCES: 63 |
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