Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse

1. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   56

2. Customer satisfaction with a support incident is more directly related to the solution to a problem rather than to the communication skills a support agent uses.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   56

3. Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communications with users.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   56

4. Communication is a two-way process that involves both listening and responding.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   56

5. Communication is a one-way process that involves an effective transmission from sender to receiver.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   56

6. A customer service ethic is an organization-wide philosophy that the customer is always right.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   57

7. Support staff should return a telephone call when promised, even if no progress has been made on a problem.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   58

8. Of the three essential communication skills, listening comes before understanding and responding.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   59

9. In discriminative listening, a support agent’s purpose is to learn about the user, such as their knowledge level.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   60

10. The purpose of comprehensive type listening is to develop a rapport with a user.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   60

11. In order to educate users, a support agent should use technical terms and explanations in communications with users.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   61

12. Empathy means a support agent takes ownership and responsibility for a user’s problem.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   62

13. A support agent who can empathize with a user is one who understands the problem or question from the user’s point of view.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   62

14. A common barrier to effective listening is to ask probing questions to get additional details about a problem.

  a.  True

  b.  False

ANSWER:   False

POINTS:   1

REFERENCES:   62

15. One method support agents use to communicate effectively with a user on the telephone is to visualize the user and communicate with the visual image.

  a.  True

  b.  False

ANSWER:   True

POINTS:   1

REFERENCES:   63