IT Essentials Ch 14 Review - The IT Professional

IT Essentials Ch 14 Review - The IT Professional

10th Grade - University

23 Qs

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IT Essentials Ch 14 Review - The IT Professional

IT Essentials Ch 14 Review - The IT Professional

Assessment

Quiz

Computers

10th Grade - University

Practice Problem

Medium

Created by

Paul Zettler

Used 34+ times

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23 questions

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1.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

Which of the following is NOT a reason why communication skills are important for an IT technician?

Being able to communicate efficiently with a customer is an important part of the troubleshooting process.
Establishing a good rapport with the customer usually means you will get better information from them.
Good communication skills will allow you to diagnose problems more quickly in the long run.
Creating good communication skills will keep you from having to talk to customers so much.

2.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

Which of the following is NOT something you should do to demonstrate good communication skills and professional behavior?

Have good body language.
Watch the tone and inflection of your voice.
Smile when appropriate even when talking over the phone.
Share your personal emotions with the customer.

3.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

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Which of the following is NOT one of the rules for beginning your conversation with a customer?

Develop - A personal relationship.
Know - The customer by name.
Relate - Create a one-to-one connection.
Understand - Determine the customer's level of knowledge.

4.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

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Which of the following is something that you should NOT do when putting a customer on hold?

Let the customer finish explaining the problem.
Ask the customer for permission to put the call on hold.
Explain what you will be doing during the hold time.
Assume that your time is more important than the customers time.

5.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

True or False? The same basic strategies can be used for almost all customers.

True
False

6.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

True or False? There is never an exception to the rule, "Don't interrupt the Customer."

True

False

Answer explanation

With a talkative customer you may have to "step in" to refocus. This is something that takes practice and needs to be done with care.

7.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

Which strategy should NOT be used with an inexperienced customer?

Don't use jargon.
Use a step-by-step process of instructions.
Speak down to them because they probably don't understand most of what you say.
Speak in very plain terms.

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