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NO.1 You have little or no expertise with a product. While speaking in a confident tone,
what should you do to provide effective support?
A. Escalate to a manager to reassign the call
B. Determine priority/severity and collect/document the appropriate information
C. Set a call back time and tell the customer you will review the call with an expert
D. Inform the customer of the product limitations you are aware of, but assure them they
will receive support
Answer: B
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NO.2 Who is responsible for maintaining a working environment conductive to effective
inter-departmental relationships.
A. Everyone
B. Human resources
C. Department managers
D. Executive management
Answer: C
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NO.3 Which two techniques are used to match a caller's style? (Choose two.)
A. Style
B. Restating
C. Vocabulary
D. Paraphrasing
Answer: A, C
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NO.4 What is a key benefit of a knowledge-base system?
A. Increase call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintance
Answer: B
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NO.5 What two considerations need to be made when sharing workspace? (Choose two.)
A. Maintain a clean environment
B. Discretion and courtesy when decorating
C. Share only with persons with similar likes/dislikes
D. None, each person needs to take care of it themselves
Answer: A, B
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NO.6 Which three approached help create a positive business reputation? (Choose three.)
A. When you hear complaints about your organization, change the subject
B. Have a good attitude and never speak negatively about you organization
C. See what you can do to assist any co-worker who is unhappy or experiencing
problems
D. Try to have a positive and memorable effect on every person you communicate with
each day
Answer: B, C, D
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NO.7 What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. Rapport among team members is increased
C. The need for recognition of individual effort is minimized
D. Management involvement is separated from individual involvement
Answer: D
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NO.8 Which metric indicates how often A customer may need a follow-up call to achieve
resolution?
A. Capture rate
B. Abandon rate
C. Call return rate
D. First call resolution rate
Answer: D
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