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44 Cards in this Set
- Front
- Back
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True or False? Communication skills are often more difficult or a new helpdesk agent to learn than technical skills or business skills.
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True |
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A _______ is a choice each support agent makes about how professional or casual, respectful of condescending, formal or informal, or terse or verbose they will be in their interactions with users. |
Personal Communication style |
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A users or first impression of a support agent usually comes from the:
a. Greeting B. Solution of problem C. Incident Script used D. agent's tone and style |
Greeting |
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Which listening type focuses on opportunity's to empathize with the user and provide positive support?
A. Discriminative B. Comprehensive C. Critical D. Therapeutic E. Relational |
Therapeutic |
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which listening type focuses on learning about the knowledge level and emotional state of the user? A. Discriminative B. Comprehensive C. Critical D. Therapeutic E. Relational
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Discriminitive
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Which of these is not a strategy for effective listening?
A. Avoid distractions B. View the problem from the use's perspective C. Talk to fill awkward Silences D. Probe for details |
Talk to fill awkward silences |
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Nonverbal communication behaviors include posture, facial expression, _________, and ______.
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eye contact, gestures, distance , voice quality |
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True or false? Nonverbal behaviors are often more important than the meaning of words in a communication
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T |
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True or false? Empathy means a user support agent takes ownership and responsibility for users problem |
F |
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A support agent should make liberal use of the word:
A. I B. You C. We D. Oops |
WE |
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One measure of whether a support agent understands a user's problem is whether they can express the problem in:
A. The users actual words B. The support agents own words C. Industry standard vocabulary D. The wording used in the script for the problem |
The support agents own words |
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True or false? Of the three essential communication skills, listening or reading comes before understanding and responding.
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T |
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True or false? Scripts designed to guide a user support agent through an incident should be memorized or read verbatim to a user to avoid mistakes.
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F |
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A support worker who uses a telephone extensively is likely to need to know how to put a call on hold and ______
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Greet a caller, transfer a call, terminate a call |
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True or false? One of the goals of incident management is to help the users be more self reliant.
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T |
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Wehich of the following is not a primary strategy for a support organization that aims for customer service excellence?
A. Treat clients with respect B. Explain to clients what you can do for them C. Agree to any demand a client makes D. Return calls to client when promised |
agree to any demand a client makes |
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Which of these is not a recommended incident management strategy for support agents?
A. Ask goal directed diagnostic questions B. say thank you C. Teach the user self reliance D. Never admit that you're not sure |
Never admit that you are not sure |
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True or false? A successful support worker is one who has learned from experience how to manipulate a user's behavior to make the user more productive
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F |
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True or false? a customer service ethic is an organization wide commitment to the concept that the customer is always right
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F |
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A support website implementer uses four criteria to evaluate a client friendly site: content, ______, _______, and mechanics.
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Organization, Format |
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A _______ is a way to organize the commentary on a single topic in a discussion forum from oldest to newest, in any easy to follow format. |
Thread |
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A ______ is a neutral participant when in a conflict resolution situation who helps participants by training, negotiating, and listening. |
Mediator |
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True or false? In and technical writing, attracting a reader's attention, maintaining their interest level, and entertaining them is more important than content
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F |
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A _____ is a short document primarily intended to summarize material covered in a training session in to promote recall. |
Reference sheet or handout |
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True or false? All users prefer online documents to printed documents because accessing necessary information is easier online.
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False |
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A document that is organized as a step by step introduction to the features of a computer program is called a:
A. Reference Manual B. Technical Manual C. Tutorial manual D. Troubleshooting Manual |
Tutorial Manual |
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True or false? effectively written user document should result in a lower volume of support calls and emails
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T |
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Which of the following document formats often contain hyper links to related topics?
A. Online help systems B. Newsletters C. User manuals D. Troubleshooting guides |
Online help systems |
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True or false? Good technical document should provide a reader with everything they would ever want to know about a topic
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F |
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A _____ is an attempt to relate something a reader may be familiar with to something they need to know about |
Analogy |
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What is the correct sequence of the following steps into technical writing process? (1) proofread the document, (2) generate list of ideas, (3) arrange for an outside reviewer, (4) write a first draft
A. 1-2-3-4 B. 2-4-3-1 C. 4-2-1-3 D. 2-1-4-3 |
2-4-3-1 |
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True or false? an outside review of the technical document serves the same purpose as a beta test of a software package
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T |
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True or false? Changes in case, font, indentation, and centering or format elements used to help the reader of a document understand its structure
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T |
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The information on a web page should be expected to have all of the following characteristics or features except.
A. Complete coverage B. Concise wording C. Links to other information D. Well organized |
Complete |
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True or false? A technical writer should use the same word to refer to an object or a concept throughout the document rather than a variety of different words that are synonyms
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T |
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A reading level that is appropriate for most technical documentation is:
A. Fourth and fifth grade B. Seventh and eighth grade C. 10th through 12th grade D> college level |
10 - 12 |
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Whether to use the form "plug n play" or "plug and play" in a document that would likely be specified in a ________
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Style Sheet |
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True or false? The following example of a list illustrates a good parallel structure:
1. Move the mouse pointer to the button of your choice 2. Next, click the button on the mouse 3. you then click on OK |
F |
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To avoid Jargon and, a technical writer might substitute a word such as _________ or for head crash in the following sentence: users frequently lose their data when there is a head crash on the file server
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drive error or disk error |
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_________ is a method you used to generate a list of potential ideas or topics to include an document |
Brainstorming |
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A document organizations style in which all of the information on the topic is pulled together in one place is called:
A. Reference format B. Hierarchical format C. Tutorial format D. Sequential format |
reference Format |
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True or false? Because the default font in most word processors is a Sans serif typeface, technical writer should use the default in the body text to improve a document readability
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F |
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True or false? When a hyperlink in a document is a word or phrase that uses a fancy word art format to draw attention to the text
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F |
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The sentence "when confronted with questions, the trainer had the patience of job." contains:
A. Jargon B. an idiom c. an acronym D. a dangling phrase |
Idiom |
