You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

Determine priority/severity and collect/document the appropriate information
Escalate to a manager to reassign the call
Set a call back time and tell the customer you will review the call with an expert
Inform the customer of the product limitations you are aware of, but assure them they will receive support

Answer(s): A

A customer satisfaction survey is important because it obtains information about _____.

Answer(s): D

What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?

Answer(s): A

Which technique will best optimise talk time?

Customer should be prepared to actively listen
Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level
Analyst uses business language
Analyst asks clarifying questions

Answer(s): B

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