Chapter 2 Quiz

Nonverbal communication behaviors include posture, facial expressions, _____ and _______.

All of these (eye contact, body language, gestures)

A support website implementer uses 4 criteria to evaluate a client-friendly site: content, ___________, ________, and mechanics.

Both the first and second answer (format organization)

A skill is a prepared sequence of statements and questions that covers several important parts of an incident.

False

In the therapeutic listening type, find enjoyment, ask yourself if you have empathy for the user.

False

Scripts designed to guide a user support agent through an incident should be memorized or read verbatim to a user to avoid mistakes.

False

Which of these is NOT a recommended incident management strategy for support agents?

Never admit that you are not sure

______ means a user support agent takes ownership and responsibility for a user's problem.

None of these

In which listening type, do you develop rapport with the user?

Relational

Which of these is not a strategy for effective listening?

Talk to fill awkward silences

A personal communication style is a choice each support agent makes about how professional or casual, respectful or condescending, formal or informal, or terse or verbose they will be in their interactions with users.

True

A thread is a way to organize the comments on a single topic in a discussion forum/blog from oldest to newest.

True

Communication skills are often more difficult for a new help desk agent to learn than technical skills or business skills.

True

In the critical listening type, analyze and evaluate the user's message.

True

Of the three essential communication skills, listening (or reading) comes before understanding and responding.

True

There are 6 listening types. The discriminative listening, a support agent's purpose is to learn about the user, such as their knowledge level.

True

When callers are abusive users, using inappropriate langues or making personal attacks on you, some organizations instruct their agents to terminate an incident and other organizations trains their agents to invite the user to use more appropriate and professional language, like "If we can't use more appropriate language, I don't believe we are going to be able to make any progress on this problem."

True

A help desk agent who uses a telephone extensively is likely to need to know how to put a call on hold and ___________.

all of these ( greet a customer, transfer a call, terminate a call)

A user's first impression of a support agent usually comes from the:

greeting

Which listening type focuses on opportunities to empathize with the user and provide positive support?

therapeutic

A support help desk agent should make liberal use of the word:

we