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Customer Support Exam
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Customer Support Exam
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25 Questions

1. Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____ (decade).

2. A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's needs is called a ____.

3. Which learning method generally results in the lowest retention and poorest trainee performance?

4. In a user needs assessment project, an analyst develops a model of the proposed new system and makes a buld vs buy recommendation during which phase?

5. Due to the increased use of the internet, what is likely to increase in the future as a percentage of the total cost of a computer system?

6. The user support staff is most likely to experience conflict with the IT department over ______.

7. Designing computer systems and laying out workspaces to minimize health problems and maximize worker safety, productivitym and comfort is called _____.

8. A paper-and-pencil or verbal exercise that measures a job applicant's technical understanding and problem solving ability is a(n)_____.

9. During which step in a training session should a trainer provide pointers to additional inforamtion and resources for trainees who are interested?

10. Posts to a user forum with commentary on a single topic, arranged in date order, ae called ____.

11. The sentence Larry will present a tutorial on Excel macros on Tuesday next week." is in ____ voice."

12. The CompTIA A+ exam is an example of a ____.

13. Which type of nonverbal behavior is the least effective posture for support agents?

14. What is a role that user support trainers are not likely to perform in the future?

15. Dissatisfied clients are more likely than satisfied clients to _____.

16. Which category of worker increased during the 1980s and contributed to the growth in the number of computer end users?

17. A support agent should aim to use language that is ___ the language level that the user uses.

18. One way to organize user support services in a way that provides a single point of contact for an organization's workers or customer is to use ____.

19. ___ are common sources of job stress among user support workers.

20. In the weighted point evaluation method, if more than one person evaluates products, the score a product receives is usually ____.

21. A software tool that automates many of the tasks associated with a training program, such as authoring, testing, and administration, is a _____.

22. Which software package is likely to be most expensive?

23. The question Is this information accurate?" is an example of which writing criteria?"

24. Most hardware components today use which strategy to maximize compatibility with computer systems?

25. During the ____ step in the incident management process, an incident is categorized as a request for information, a question, a problem, a complaint or a work order.

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