IT Essentials Ch 13 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.

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.

Which of the following would typically NOT be a category of rules that you would have to follow while working at a call center?

• Customer Call Rules

• Customer Satisfaction

• Call Center Employee Rules

• Home Computer Usage Rules

It is important to understand the ethical and legal rules for dealing with data that the customer owns. One category of this data that is important is PII or personally identifiable information. Which of the following is NOT an example of PII?

• The customers name and address.

• Customer social security  or drivers license number.

• Customers music files.

• Customer retinal scan or facial geometry.

Which of the following would be ethically wrong but not legally wrong?

• Sharing sensitive customer information.

• Sending a customer an email trying to sell them something from your personal business.

• Using a customers IT resources for your own commercial purposes.

• Installing or copying digital data from customers computers without having the proper licensing.

True of False? If I find a customer has software on their computer that they do not have proper licensing for, I can usually ignore it, as that is their problem not mine.

• True

• False