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Customer Support Exam
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Customer Support Exam
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25 Questions

1. In a cost-benifit analysis, a software package that permits and organizations to offer its customers expanded services would ne considered an opportunity to _____.

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

3. The concept that a listener is an involved participant in the communication process is called ______.

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

5. In the weighted point evaluation method, if a product receives a support score of 80 and the weight if the criterion is 10%, the product gets a weighted score of ___ points for vendor support.

6. A script to handle a support incident has____.

7. In the early 1980s, significant differences between competing computer products were thought by vendors to have ____.

8. Performance objectives for a training session should be ____.

9. A software program that enables users to find and display information stored as HTML pages on the internet is a(n) _____.

10. Which form of communication between a user and an agent is asynchronous?

11. 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?

12. A training delivery method that encourages trainees to make the transition from a training enviornment to the business world is _____.

13. Social learning (peer-to-peer) is most common in which kind of learning format?

14. What is not a common method used to conduct a user satisfaction survey?

15. A disaster management tool that can provide an organization with additional financial resources at the time an unforseen event occurs is ____.

16. What is not a service of a help desk?

17. Network problems are often traceable to _____.

18. A display screen should be positioned so that it ____.

19. When choosing alignment for a paragraph of text, the easiest to read is ______ text.

20. Inexperienced support agents tend to speak _____ when they experience stress in a conversation with a user.

21. The end result of a user needs assessment that recommends purchase, modification, upgrade, or building of a system is called a ____.

22. A mental model to help a computer troubleshooter understand and explain a problem situation is based on ____

23. A cross-reference or link to where a reader can find additional information about a topic is called a(n) ____.

24. Benchmark tests on competing products can be used to select ____.

25. When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.

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