Computers II Second Semester Final

Which is an appropriate behavior that is desired from a customer care representative?

• Let the customer vent their fustration without a being defensive.

• Tell the customer they can't help them and hang up on them.

• Tell the customer to hurry up because your break is coming up soon.

• Speak louder when don't like what the customer is saying.

What is the best way to manage customer expectation?

• Excite customer to contact you, but then don't give them what ad promised.

• Give the customer realistic expectations of what you are able to offer.

• Agree to the offer, but you don't give what was ageed to.

• Forget to close the expectation gap.

What is the best way to answer a call in a business environment?

• Put a call on hold without greeting them.

• Let the phone keep ringing until the fifth ring to show how busy you are.

• Be professional, do not be casual, and give your full attention to the call

• Give a shout out to your BFF at the beginning of the call

When you answer a call, remember to do this facial expression, because the caller can hear it in your voice when you answer the call.

• Frown

• Smirk

• Smile

• Grimace

Understanding the other person's feelings by putting yourself in their shoes and taking their perspective is known as what?

• Apathy

• Empathy

• Ego

• Narcissism

A way for customers to build relationships to a product through the people who represent the product is to make them feel how? 

• Manipulated

• Appreciated

• Isolated

• Confused

Multi-line devices connect to the internet through VoIP technology. What is does this acronymn stand for?

• Vearing over Internal Parameters

• Voice over Internet Protocol

• Valuable objects Inside Palace

• Visiting obligation Interior Protocol

The first wireless part of a call from a cell phone is to what receiver?

• a cell tower

• a satellite

• the moon

• your home MSC (mobile switching center)

When a call is answered by a series of questions to screen your information and forward your call to the correct department, this process is called what?

• Call Adaptation

• Call Screening

• Call Influence

• Call Retention

Which is the most used method of support for customers needing assistance with a problem?

• Email

• Social Media

• Phone/Voice

• Video