QUESTION: 33

When communicating with a customer, it is best to avoid _____. (Choose two)

Empathising.
Apologies.
Technical terms.
Use of slang.

Answer(s): C,D

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QUESTION: 34

What are the two most important purposes of an annual survey? (Choose two)

To identify changes customers feel are valuable.
To assess IT technical support.
To evaluate overall satisfaction levels.
To measure changes in products and services from the previous year.

Answer(s): A,C

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QUESTION: 35

What are the two most important characteristics of successful teams? (Choose 2)

They have individual responsibilities to which they work exclusively.
There are many different personalities and skills.
They are given challenges to meet and are rewarded effectively.
They always make all decisions together.

Answer(s): B,C

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As a senior analyst, you have been asked to hold a series of meetings to discuss new initiatives for the help desk.
Which two skills/techniques should you use to ensure a satisfactory outcome to this task? (Choose two)

Effective demands for respect for your expertise.
Effective meeting management.
Effective facilitation.
Effective highlighting of individual shortcomings.
Effective discouragement of humour.

Answer(s): B,C

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QUESTION: 33

QUESTION: 34

QUESTION: 35

QUESTION: 36

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