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質問 1：
What is the primary purpose of an on-going (event) survey?
A. Evaluate customer satisfaction with products, services, and personnel
B. Determine employee bonuses
C. Trend customer satisfaction between annual surveys
D. Measure individual analyst performance
正解：C
質問 2：
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. Set a call back time and tell the customer you will review the call with an expert
C. Determine priority/severity and collect/document the appropriate information
D. Inform the customer of the product limitations you are aware of, but assure them they will receive support
正解：C
質問 3：
Which two characterize a successful negotiator? (Choose two.)
A. Focuses on the best solution
B. Steps to the customers side for understanding
C. Viewed as a problem solver
D. Presents a plan of how to get the solution
正解：C,D
質問 4：
In which three situations is escalating a call to management appropriate? (choose three)
A. When you have exhausted all your available resources
B. When you have little or no experience with the problem
C. When the service level agreement (SLA) requires it
D. When the customer requests it
正解：A,C,D
質問 5：
A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
A. Regularly use the customer's first name
B. Empathize with the customer
C. Tell the customer to "snap out of it"
D. Raise your voice when asking questions
正解：A,B
質問 6：
Which statement about telephone etiquette is true?
A. Eating is okay as long as you obtain the customer's consent
B. :Please hold" is an appropriate way to answer the telephone when you are busy
C. It is customary to pick up the telephone between one to three rings
D. Gum chewing is acceptable as long as the customer cannot hear it
正解：C
質問 7：
Which three metrics would be affected by training? (choose three)
A. After call work time
B. Average call time
C. First call resolution
D. Abandon rate
正解：A,B,C
質問 8：
Why are customer satisfaction surveys important?
A. They determine what level of support the customer is receiving
B. They reveal how the help desk is perceived by the customer
C. They reveal what abandon rate is acceptable
D. They determine the percentage of first call resolution (FCR)
正解：B
What is the primary purpose of an on-going (event) survey?
A. Evaluate customer satisfaction with products, services, and personnel
B. Determine employee bonuses
C. Trend customer satisfaction between annual surveys
D. Measure individual analyst performance
正解：C
質問 2：
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. Set a call back time and tell the customer you will review the call with an expert
C. Determine priority/severity and collect/document the appropriate information
D. Inform the customer of the product limitations you are aware of, but assure them they will receive support
正解：C
質問 3：
Which two characterize a successful negotiator? (Choose two.)
A. Focuses on the best solution
B. Steps to the customers side for understanding
C. Viewed as a problem solver
D. Presents a plan of how to get the solution
正解：C,D
質問 4：
In which three situations is escalating a call to management appropriate? (choose three)
A. When you have exhausted all your available resources
B. When you have little or no experience with the problem
C. When the service level agreement (SLA) requires it
D. When the customer requests it
正解：A,C,D
質問 5：
A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)
A. Regularly use the customer's first name
B. Empathize with the customer
C. Tell the customer to "snap out of it"
D. Raise your voice when asking questions
正解：A,B
質問 6：
Which statement about telephone etiquette is true?
A. Eating is okay as long as you obtain the customer's consent
B. :Please hold" is an appropriate way to answer the telephone when you are busy
C. It is customary to pick up the telephone between one to three rings
D. Gum chewing is acceptable as long as the customer cannot hear it
正解：C
質問 7：
Which three metrics would be affected by training? (choose three)
A. After call work time
B. Average call time
C. First call resolution
D. Abandon rate
正解：A,B,C
質問 8：
Why are customer satisfaction surveys important?
A. They determine what level of support the customer is receiving
B. They reveal how the help desk is perceived by the customer
C. They reveal what abandon rate is acceptable
D. They determine the percentage of first call resolution (FCR)
正解：B
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