220-701
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.
相似问题和答案
第1题：
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.
第2题：
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
第3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.
第4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5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6题：
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.
第7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8题：
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.
第9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10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