IT Essentials Ch 14 Review - The IT Professional

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.

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.

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.

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.

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

• True
• False

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.

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.

Which of the following is NOT a basic netiquette rule?

• Never mail or post something you would not say to someone in person.
• Check grammar and spelling,
• Use all uppercase to make your point.
• Do not send or reply to flames.

IT professionals should be familiar with writing scripts. What legitimate benefits do they provide? Select all that apply!

• Automates processes that otherwise would be tedious work.

• Saves technicians a lot of time.

• Allows technicians to easily spy on users.

• Can be helpful for hacking into places that you need to.

A Service Level Agreement (SLA) is typically a legal agreement that contains the responsibilities and liabilities of all parties involved. What of the following items would NOT likely be in an SLA.

• The name of the technician that will do work for the company.
• Response time guarantees.
• Costs and penalties.
• Time of service availability.