单选题A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is
题目
The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.
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更多“单选题A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is ”相关问题
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第1题：
A project manager is called to an informal meeting with the customer and a problem is raised. This problem has major implications for the project manager’s company, but the customer wants to pursue a solution at the meeting, The project manager should()A.Tell the customer that he will not address any problems
B.Tell the customer that the problem is not sufficiently defined to company to a solution
C.Collect as much information on the problem without committing his company to a solution
D.Give the customer a range of solutions that might be acceptable to his company答案：C解析：经理与客户的非正式会议上提出一个问题对于项目有重大影响，客户希望开一个专题会议，项目经理应该（72）。A.告诉客户他不会提出任何问题B.告诉客户这个问题是没有充分定义C.收集更多的问题信息决定是否召开专题会议D.给客户几个可能被接受的解决方案 -
第2题：
Which of the following is the FIRST step a technician should take when troubleshooting a device issue？（）
- A、Gather information from the customer.
- B、Isolate the problem on the device.
- C、Read the service documentation for possible causes.
- D、Check the parts life counters.
正确答案:A -
第3题：
A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）
- A、Perform a full system backup.
- B、Follow up with the customer, verifying satisfaction.
- C、Ask their manager to contact the customer.
- D、Perform a complimentary virus scan.
正确答案:B -
第4题：
While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）
- A、Ask the customer permission to put them on hold and listen politely to the co-workers stories.
- B、Put the customer on hold just for a few minutes and join the conversation.
- C、Forward the customer to another technician and join the conversation.
- D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.
正确答案:D -
第5题：
A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）
- A、Transfer the customer to another technician, who can allocate more time to the issue.
- B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
- C、Listen to what the customer has to say and calmly recommend the best course of action.
- D、Use technical language to demonstrate knowledge and expertise to the customer.
正确答案:C -
第6题：
A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）
- A、Ask the customer to wait and answer the phone call.
- B、Talk on the phone while listening to the customer.
- C、Hand the phone to a coworker to answer the call.
- D、Silence the phone and then listen to the customer.
正确答案:D -
第7题：
单选题A customer has a WebTrade application that initially uses the embedded LDAP to authenticate users. To enhance security, the customer decides to use OAM to authenticate some of the users against an external LDAP store. For this to work, a customer configured an OAMAuthenticator, but was not sure what to select for the Control Flag. What Control Flag should the customer choose?（）AOPTIONAL
BREQUISITE
CREQUIRED
DSUFFICIENT
EMANDATORY
正确答案： D解析： 暂无解析 -
第8题：
单选题While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）AAsk the customer permission to put them on hold and listen politely to the co-workers stories.
BPut the customer on hold just for a few minutes and join the conversation.
CForward the customer to another technician and join the conversation.
DAsk the customer permission to put them on hold and politely ask the co-worker to talk later.
正确答案： C解析： 暂无解析 -
第9题：
单选题A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）ATransfer the customer to another technician, who can allocate more time to the issue.
BMaintain a positive attitude and offer them the cheapest solution possible to satisfy them.
CListen to what the customer has to say and calmly recommend the best course of action.
DUse technical language to demonstrate knowledge and expertise to the customer.
正确答案： B解析： 暂无解析 -
第10题：
单选题A customer reports that error messages occasionally appear and quickly disappear. Which of thefollowing is the BEST place for a technician to begin troubleshooting this issue?（）ARun a System Restore
BCheck Device Manager
CCheck the Event Logs
DCheck the System Information
正确答案： D解析： 暂无解析 -
第11题：
单选题After putting together a configuration that meets customer’s requirements， a TDA is suggested. The customer is not familiar with the TDA process and asks why this should be done. This of the following is the benefit of TDA？（）AA TDA are recommended only for high end hardware and very large or complex business opportunities
BA TDA will ensure the solution and configuration are complete and technically sound and meet customer requirements
CA TDA will guarantee that the hardware will work in customer’s environment at the volumes projected
DA TDA brings an IBM technician onsite to properly inspect and installed hardware and related software
正确答案： B解析： 暂无解析 -
第12题：
单选题A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）AAsk another technician who has worked with this computer previously to learn about any other prior issues.
BAsk the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
CAsk the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
DRun preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
正确答案： D解析： 暂无解析 -
第13题：
The most important customer a technician has is:（）
- A、the customer standing right in front of them.
- B、the customer who owes the company the most money.
- C、the customer calling on the phone.
- D、the customer they have an appointment with in an hour.
正确答案:A -
第14题：
If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）
- A、End the call quickly, even if a solution has not been found.
- B、Ask the caller to call back in a while.
- C、Put the caller on hold briefly and take a deep breath.
- D、Pass the caller to another support representative.
正确答案:C -
第15题：
A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）
- A、Ask another technician who has worked with this computer previously to learn about any other prior issues.
- B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
- C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
- D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.
正确答案:B -
第16题：
When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）
- A、Answer the call and talk to your friend at the customer site.
- B、Answer the call and tell the friend you will call them later.
- C、Let it go to voicemail， call them back between service calls.
- D、Let it ring and call the friend back when the customer leaves.
正确答案:C -
第17题：
A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）
- A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
- B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
- C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
- D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.
正确答案:B -
第18题：
A customer has a WebTrade application that initially uses the embedded LDAP to authenticate users. To enhance security, the customer decides to use OAM to authenticate some of the users against an external LDAP store. For this to work, a customer configured an OAMAuthenticator, but was not sure what to select for the Control Flag. What Control Flag should the customer choose?（）
- A、OPTIONAL
- B、REQUISITE
- C、REQUIRED
- D、SUFFICIENT
- E、MANDATORY
正确答案:C -
第19题：
单选题A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）AAsk the customer to wait and answer the phone call.
BTalk on the phone while listening to the customer.
CHand the phone to a coworker to answer the call.
DSilence the phone and then listen to the customer.
正确答案： B解析： 暂无解析 -
第20题：
单选题The most important customer a technician has is:（）Athe customer standing right in front of them.
Bthe customer who owes the company the most money.
Cthe customer calling on the phone.
Dthe customer they have an appointment with in an hour.
正确答案： A解析： 暂无解析 -
第21题：
单选题A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）AThe technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
BThe technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
CThe technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
DThe technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.
正确答案： A解析： 暂无解析 -
第22题：
单选题When dealing with customers on the phone that are not very comfortable with technology, which of the following techniques would be MOST helpful to ensure that effective communication is taking place?（）AFrequently paraphrase what the caller is saying.
BRepeat what is being said multiple times so that the customer can understand exactly what to do.
CSpeak very slowly when replying to the customer.
DTell the customer to send an email stating exactly what the problem is so that the communication between the two parties is clear.
正确答案： B解析： 暂无解析 -
第23题：
单选题Which of the following is the FIRST step a technician should take when troubleshooting a device issue？（）AGather information from the customer.
BIsolate the problem on the device.
CRead the service documentation for possible causes.
DCheck the parts life counters.
正确答案： D解析： 暂无解析 -
第24题：
单选题A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）APerform a full system backup.
BFollow up with the customer, verifying satisfaction.
CAsk their manager to contact the customer.
DPerform a complimentary virus scan.
正确答案： A解析： 暂无解析