QUESTION: 33

DRAG DROP (Drag and Drop is not supported)
Click the Task button. Place the network terms that are most related to one another and that provide similar functionality next to each other. For instructions on how to answer a Drag and Drop question, click the Help button.

See Explanation section for answer.

Answer(s): A

Explanation:

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QUESTION: 34

Which two are typically the fastest methods to send a message to all help desk personnel?
(Choose two.)

Broadcast messaging
Short text messaging
Voice mail
E-mail

Answer(s): A,D

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QUESTION: 35

An aggressive customer calls the help desk and demands an immediate resolution to a problem.
Which three approaches should the creative analyst use to successfully manage the call? (Choose three.)

Slow the pace
Focus on the facts
Project confidence
Stay on target
Be less time-disciplined

Answer(s): B,C,D

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QUESTION: 36

Why is using a uniform greeting and closing with the customer an essential telephone skill?

Customers will receive the same level of professionalism
It is an effective way to handle difficult customers
It is important to put the customer at ease
The close of a telephone call is as important as the greeting

Answer(s): A

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QUESTION: 33

Explanation:

QUESTION: 34

QUESTION: 35

QUESTION: 36