ITSC-2439 - Quiz - Chapter 2 Review

A feature of a website where discussions are posted by members of a user community is called a ____.

• Blog
• User Forum
• Chat Room
• Twitter

“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 ____.

• Empathy
• Probing
• Sincere Greeting
• Nonverbal Coommunication

Analysis and evaluation of a user’s message is likely to occur during which type of listening?

• Relational
• Discriminative
• Comphrensive
• Critical

A script to handle a support incident has ____.

• A single sequnce of questions
• a sequence of questions with one decision point
• several sequences of questions with multiple decision points or paths
• None of the Above

A support agent should aim to use language that is ____ the language the user uses.

• Slightly Above
• At the same level
• Slightly Below
• None of the above

A support agent who feels that a user needs substantial assistance with the organization of files on their PC should ____.

• Indicate how upset they are with the user's file organization
• Tell the user how to straighten out the user's file organization
• Point the user to useful information about file organization
• intimidate the user into changing their file organization

A user's first impression of a support agent comes from the ____.

• Solution to the problem
• incident script used
• tone and style
• incident greeting

A website that contains large numbers of misspelled words and grammatical errors fails which of these general criteria ____.

• content
• organizational
• format
• mechanics

Dissatisfied clients are more likely than satisfied clients to ____.

• resolve support incidents quickly
• contact the help desk repeatedly for assitance
• resolve support incidents at a low tier
• Convey a positive business image to other users

Effective communication skills are based primarily on a support agent's ability to ____.

• Listen and read effectively
• understand a user's problems
• communicate solutions to a user
• all of the above