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1. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)
A) Evaluate customer satisfaction with products, services and personnel
B) Measure performance of individual analysts at the help desk
C) Identify changes to products, services and processes
D) Determine management bonuses
2. What is a benefit of purchasing a knowledge database?
A) It is inexpensive to purchase
B) It provides comprehensive information on commonly used hardware and software
C) It provides comprehensive information on proprietary applications
D) It is inexpensive to update
3. Which three are benefits of a call management system? (Choose three.)
A) The analyst is able to view the customers call history
B) The analyst is able to view the customers contact information
C) The analyst is able to view the customers password information
D) The analyst is able to log the customers problem
4. Which three are characteristics of a good negotiator? (choose three)
A) Presents multiple options
B) Focuses on what is needed
C) Develops realistic expectations
D) Clearly identifies who/what is at fault
5. What is the primary role of support service?
A) To provide technical resolutions
B) To provide quality assistance
C) To provide the customer with a knowledge-base
D) To track problems and bugs
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: B | Question # 3 Answer: A,B,D | Question # 4 Answer: A,B,C | Question # 5 Answer: B |
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