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  1. 6.1 Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them
  2. 6.2 Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace
  3. Quick-Check Answer Key
  4. Answers and Explanations
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This chapter is from the book

6.2 Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace

  • Use proper language—avoid jargon, acronyms, slang
  • Maintain a positive attitude
  • Listen and do not interrupt a customer
  • Be culturally sensitive
  • Be on time
    • If late, contact the customer
  • Avoid distractions
    • Personal calls
    • Talking to co-workers while interacting with customers
    • Personal interruptions
  • Dealing with a difficult customer or situation
    • Avoid arguing with customers and/or being defensive
    • Do not minimize customers' problems
    • Avoid being judgmental
    • Clarify customer statements
      • Ask open-ended questions to narrow the scope of the problem
      • Restate the issue or question to verify understanding
    • Set and meet expectations/timeline and communicate status with the customer
      • Offer different repair/replacement options if applicable
      • Provide proper documentation on the services provided
      • Follow up with customer/user at a later date to verify satisfaction
    • Deal appropriately with customers' confidential materials
      • Located on computer, desktop, printer, etc.
  1. A customer complains because she has been on hold for a long time and has been transferred several times. What should you do?

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    A.

    Apologize for the inconvenience and offer to help her now

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    B.

    Give her your home phone number or cellular phone number

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    C.

    Tell her the best time to call and tell her to call back

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    D.

    Explain how busy you are

    Quick Answer: 218

    Detailed Answer: 225

  2. A customer calls and tells you that the hard drive you just sold him was defective. What should you do?

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    A.

    Tell the customer to call the manufacturer

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    B.

    Call the manufacturer for the customer

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    C.

    Tell him you will replace it if he can prove that it is defective

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    D.

    Replace the drive

    Quick Answer: 218

    Detailed Answer: 225

  3. A customer calls and complains that the computer you just repaired is still not working properly. What should you do?

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    A.

    Apologize and explain that it is a different problem than the one you repaired

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    B.

    Explain that the customer did something wrong

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    C.

    Refer the customer to another repair facility

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    D.

    Offer to replace or re-service the computer

    Quick Answer: 218

    Detailed Answer: 225

  4. A customer on the telephone can't understand your directions. What is the one thing that you should not do?

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    A.

    Ask if there is someone else you can speak to

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    B.

    Hang up on him because he can't follow directions

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    C.

    Refer him to a customer center

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    D.

    Tell him someone will call him back

    Quick Answer: 218

    Detailed Answer: 225

  5. What is the last thing you should do to complete a service call?

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    A.

    Hand the customer a bill

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    B.

    Thank the customer for his or her business

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    C.

    Explain why the repair took so long

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    D.

    Tell the customer how he or she could have repaired the problem

    Quick Answer: 218

    Detailed Answer: 225

  6. You are talking directly to a customer to try to determine what the issue is. Unfortunately, you do not understand the issue. What should you do next?

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    A.

    Attempt to fix the problem

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    B.

    Allow the customer to repeat the problem once more

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    C.

    Ask the customer to go somewhere so that they can't see that you're unsure

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    D.

    Restate the problem to the customer

    Quick Answer: 218

    Detailed Answer: 225

  7. When taking a call from a customer what is important for the technician to do?

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    A.

    Remain in control of the call and gather relevant information from the customer

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    B.

    Keep the customer on the line until the problem is resolved

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    C.

    Let the customer explain the problem and write down all information given

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    D.

    Let the customer explain while you proxy in to their computer and sort out the problem

    Quick Answer: 218

    Detailed Answer: 225

  8. An important thing to remember when helping an angry customer is to do which of the following?

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    A.

    Remain calm and not make situations personal

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    B.

    Complete the job as quickly as possible

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    C.

    Report the customer to a supervisor

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    D.

    Give the customer a piece of your mind

    Quick Answer: 218

    Detailed Answer: 225

  9. While in a meeting, what do you call it when you structure the way you are listening while observing the speaker's behavior and body language? This method also suspends one's own frame of reference and suspends judgment.

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    A.

    Active listening

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    B.

    Concentration

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    C.

    Communicating

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    D.

    Verbal communication

    Quick Answer: 218

    Detailed Answer: 226

  10. You are working at a customer site and you get a personal phone call. What should you do?

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    A.

    Reply to the call by sending a text message

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    B.

    Answer the call and speak as briefly as possible

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    C.

    Tell the customer that the call has to be answered

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    D.

    Ignore the call and let the voicemail answer the call

    Quick Answer: 218

    Detailed Answer: 226

  11. When brainstorming with a group to come up with ideas to solve a problem, what describes the ability to express positive and negative ideas and feelings in an open, honest, and direct way?

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    A.

    Active listening

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    B.

    Concentrating brainstorming

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    C.

    Passive communication

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    D.

    Assertive communication

    Quick Answer: 218

    Detailed Answer: 226

  12. What should you do if you overhear a confidential conversation with the company CEO?

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    A.

    Retreat quietly and keep the information in confidence

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    B.

    Inform the manager about the conversation

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    C.

    Inform the CEO to be careful who is around when having that type of conversation

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    D.

    Let the CEO know of your presence

    Quick Answer: 218

    Detailed Answer: 226

  13. What should you do if you are trying to fix a problem, but a customer's child is being disruptive and distracting?

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    A.

    Talk sternly to the child and tell the child to stop misbehaving

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    B.

    Give the child something to play with

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    C.

    Refuse to continue working until the child stops misbehaving

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    D.

    Ask the customer to remove the child from the work area

    Quick Answer: 218

    Detailed Answer: 226

  14. While working at a customer's home, a fellow co-worker calls you looking for guidance to solve a problem. What should you do?

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    A.

    Apologize to the customer to take the telephone call

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    B.

    Ask the co-worker to call back later and continue working

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    C.

    Try to help the co-worker while continuing to work

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    D.

    Tell the customer you will be back later and sort out the problem

    Quick Answer: 218

    Detailed Answer: 226

  15. Which of the following techniques is NOT recommended when explaining a repair process to a customer?

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    A.

    Using visual aids such as graphs and charts

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    B.

    Using analogies and examples

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    C.

    Using industry jargon or acronyms

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    D.

    Limiting the amount of information to what the customer needs to know

    Quick Answer: 218

    Detailed Answer: 226

  16. Which of the following activities are involved in active listening? (Choose three answers.)

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    A.

    Not getting unfocused

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    B.

    Repeating the customer's key points

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    C.

    Making written notes about the customer's key points

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    D.

    Not getting thrown by the customer's demeanor

    Quick Answer: 218

    Detailed Answer: 226

  17. Which of the following are good attributes of an effective customer service person? (Choose two answers.)

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    A.

    Active listening

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    B.

    Ability to focus on the customer

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    C.

    Personality

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    D.

    Analytical skills

    Quick Answer: 218

    Detailed Answer: 226

  18. What is the most important key to handling irate customers?

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    A.

    Remaining calm regardless of the customers' attitudes

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    B.

    Restating the customers' key points so that they know you are listening to them

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    C.

    Defending your credibility so that they know they are dealing with a competent professional

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    D.

    Telling them that you know they are frustrated and leaving them alone until they have a chance to cool down

    Quick Answer: 218

    Detailed Answer: 226

  19. After you inspect a failing printer that is under warranty, you determine that the cause of the problem has been improper use of the machine. When you attempt to explain what has happened with the printer and why it is not covered by the warranty, the customer does not accept your explanation of the situation. What should you do under these circumstances?

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    A.

    Provide the customer with a step-by-step technical explanation of the problem and the warranty's policies.

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    B.

    Tell the customer that you are leaving because you cannot complete the work without his agreement.

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    C.

    Agree to disagree with the customer and start working on the problem knowing that your company is going to bill the customer for the work.

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    D.

    Escalate the discussion to your supervisor.

    Quick Answer: 218

    Detailed Answer: 227

  20. Your customer has been given a specific timeframe for completion of work you are doing. As the deadline approaches, you can tell that the work is not going to be completed on time. What should you do first in this situation?

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    A.

    Tell the customer the work cannot be done by the deadline and ask the customer for an extension.

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    B.

    Call your supervisor to let her know the work will not be done on time.

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    C.

    Keep working until the customer checks on your progress.

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    D.

    Tell the customer that you can't get the work done on time and that you will keep working until the job is completed.

    Quick Answer: 218

    Detailed Answer: 227

  21. After completing a repair on one of your customer's computers, you discover a folder of pornographic pictures on the computer. What should you do about this discovery?

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    A.

    Report it to your supervisor

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    B.

    Deny access to the user

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    C.

    Remove the offensive material from the machine

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    D.

    Move the information to a server to secure the network audience

    Quick Answer: 218

    Detailed Answer: 227

  22. When an irate customer begins to use profanity in discussions with you, what action should you take?

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    A.

    Walk away in protest so that the customer knows you are offended

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    B.

    Withdraw from the situation as soon as possible and report the customer to your supervisor

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    C.

    Withdraw from the conversation and report the customer to her supervisor

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    D.

    Tell the customer you don't appreciate the use of such language and leave her presence

    Quick Answer: 218

    Detailed Answer: 227

  23. On a repair job, the customer asks you for the personal cell phone number of another technician at your company. He says that he knows the other technician and would like to get in touch with him. How should you handle this request? (Select all that apply.)

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    A.

    Offer to relay the information and have the other person call the customer

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    B.

    Give the customer the other technician's number

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    C.

    Call the other technician to see if he wants his number released to this person

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    D.

    Tell the customer that you do not know the number to avoid any kind of potential problems from giving out the number

    Quick Answer: 218

    Detailed Answer: 227

  24. One of your customers has given you a request for work that is prohibited by your company's written policies. What should you tell the customer?

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    A.

    Tell the customer you can't do it; the request is against your company's policies.

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    B.

    Tell the customer you will see if there is some allowable alternative that you can offer.

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    C.

    Tell the customer to contact your supervisor.

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    D.

    Perform the requested work on your own time so that you keep your customer happy without breaking the company's policy.

    Quick Answer: 218

    Detailed Answer: 227

  25. When work is requested that is outside the scope of your company's agreement with the customer, what should you do?

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    A.

    Call your supervisor, describe the requested additional work, and proceed as directed.

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    B.

    Offer to do the work after hours because this is such an important customer.

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    C.

    Refuse the work because it is not part of the scope of work you have been given.

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    D.

    Inform the customer that the additional work will cost extra and perform the requested work.

    Quick Answer: 218

    Detailed Answer: 228

  26. While talking with an employee, you notice that he is illegally downloading music on a company computer. What should you do about this?

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    A.

    Advise your supervisor

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    B.

    Remove the download utility from the machine

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    C.

    Tell the user to stop the unauthorized activity

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    D.

    Do nothing because this is not your responsibility

    Quick Answer: 218

    Detailed Answer: 228

  27. Which of the following is the best method of training users to operate the new equipment you've just installed?

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    A.

    Reading the equipment's documentation to the users and having them highlight the parts they will need after you are gone.

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    B.

    Give the users a quick version of the most important points of the equipment's operation, avoiding technical terms whenever possible.

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    C.

    Suggest that they purchase an extended training class from your company to ensure that they are fully acquainted with the new device or system.

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    D.

    Use their new equipment to show them how it operates.

    Quick Answer: 218

    Detailed Answer: 228

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