A. “Can you avoid using the PC that crashed?”B. “What w……

单项选择题A customer reports the optical drive is no longer responding. Which of the following questionsshould be asked FIRST?（）

A. “Did you log in with an administrator account?”
B. “Have you been to any inappropriate websites?”
C. “What have you changed since the optical drive worked properly?”
D. “What has changed since the optical drive worked properly?”

单项选择题A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?（）

A. Immediately forward the call to the vendor.
B. Give the information to the caller.
C. Hang up on the caller immediately and report the call to upper management.
D. Politely refuse to give the information and end the call.

单项选择题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.

单项选择题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?（）

A. Frequently paraphrase what the caller is saying.
B. Repeat what is being said multiple times so that the customer can understand exactly what to do.
C. Speak very slowly when replying to the customer.
D. Tell the customer to send an email stating exactly what the problem is so that the communication between the two parties is clear.

单项选择题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.