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Free QQ0-200 Exam Braindumps (page: 12)

Page 11 of 29
PDF with 114 Questions

The question, "Has this ever worked before?" is an example of which step in the problem solving process? (Choose 1)

  1. Identify possible causes of the problem.
  2. Validate the problem statement.
  3. Prioritise possible causes of the problem.
  4. Identify customer assumptions.

Answer(s): A



Which are two characteristics of active listeners? (Choose two)

  1. They demonstrate sympathy.
  2. They avoid using verbal attends.
  3. They use the customer's name.
  4. They listen for, and recognise, emotion words.

Answer(s): C,D



Which are two characteristics of active listeners? (Choose two)

  1. They listen for, and recognise, emotion words.
  2. They demonstrate sympathy.
  3. They use the customer's name.
  4. They avoid using verbal attends.

Answer(s): A,C



Which is a technique used in paraphrasing? (Choose 1)

  1. Using synonyms.
  2. Using the passive voice.
  3. Using complex sentence patterns.
  4. Using parroting.

Answer(s): A






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