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QUESTION: 61

You have an irate user on the phone who wishes to escalate his/her Incident to your Manager but s/he is currently unavailable; which of these techniques would help resolve thesituation?

Generally using an informal approach
Maintaining a consistent and professional approach
Suggesting that they call back when your manager is available
Using language that matches their emotions

Answer(s): B

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QUESTION: 62

What is a clear sign that there is a conflict or potentially difficult situation emerging during a call?

The caller says that they need to hang up to go to a meeting
The caller indicates that their issue must be resolved quickly
The caller indicates that theydont understand Service Desk processes
The caller starts speaking more slowly and quietly

Answer(s): D

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QUESTION: 63

You are speaking on the phone to a user who is clearly angry.
What is the best technique youshould use in this situation?

Offer assistance and prevent them from venting
Be respectful and allow them to vent
Display empathy and assure them that it was not your fault
Use his/her name and agree with everything they say

Answer(s): B

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QUESTION: 64

Which of these options best describes the requirements for successful negotiation?

Set objective criteria to measureresults, determine the underlying need and be prepared to compromise
Acknowledge the benefit of the otherpersons ideas before enforcing your own
Recognise different personality types, emotions and motivations of participants and capitalise on their weaknesses
Get as many of the involved parties to agree to your ideas prior to any meeting

Answer(s): A

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