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Name: 
 

Chapter 3 Exam Study Guide



True/False
Indicate whether the sentence or statement is true or false.
 

1. 

Customer satisfaction with a support call is more directly related to the solution to a user's problem and rather than to the communication skills a support specialist uses.
 

2. 

Scripts designed to guide a support specialist through a call should ideally be memorized to be effective.
 

3. 

When reading a lengthy, prepared response to a caller, the best strategy is to tell the user you a reading a passage to them.
 

4. 

One method support specialists use to communicate effectively with a caller is to visualize the caller and communicate with the visual image.
 

5. 

A support specialist should always be honest about every question a caller asks.
 

6. 

How much information a support specialist can divulge to a user is often determined by company policy.
 

7. 

One of the goals of call management is to make users more self-reliant.
 

8. 

One goal of call management is to give users information about how they should organize their files, use good personal work habits, and make more effective use of their computers.
 

9. 

A support specialist should try to reduce the sense of self-importance of callers who are "power users".
 

10. 

A commitment to customer service excellence means the customer is always right.
 

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

11. 

Effective communication skills are important primarily to support staff who communicate via ____.
a.
telephone
b.
face-to-face
c.
e-mail
d.
all of these
 

12. 

Which of these kinds of college courses would be the least valuable to build listening skills for a support specialist?
a.
small group communications
b.
interpersonal communications
c.
public speaking
d.
none of these
 

13. 

Research studies have found that nonverbal communication, sometimes called body language, accounts for ____ of the information people receive.
a.
less than 10 percent
b.
about 25 percent
c.
over 50 percent
d.
almost all
 

14. 

Inexperienced support specialists tend to speak ____ when they experience stress in a conversation with a user.
a.
too slow
b.
about the right speed
c.
too fast
d.
none of these
 

15. 

Which of these is not one of the 4 goals of call management?
a.
make the user more self reliant
b.
move the call from start to finish effectively and efficiently
c.
manage stress levels for caller and support specialist
d.
give the user anything they request to solve their problem
 

16. 

When a support specialist does not know the answer to a caller's question, a good call management strategy is ____.
a.
tell the user you will research the question and call the user back
b.
tell the user you don't know and nobody else does either
c.
tell the user the question is stupid
d.
tell the user to call back later
 

17. 

Which of these is not a recommended call management strategy for support specialists?
a.
ask goal-directed diagnostic questions
b.
don't admit that you're wrong or don't know
c.
say thanks
d.
teach user self-reliance
 

18. 

A support specialist who feels that a user needs substantial assistance with the organization of files on their computer system should ____.
a.
indicate how upset they are with the user's file organization
b.
tell the user how to straighten out the user's file organization
c.
point the user to useful information about file organization
d.
try to intimidate the user into changing their file organization
 

19. 

Calls that involve complaints ____.
a.
should be terminated as soon as possible
b.
are likely from angry and frustrated callers
c.
are a valuable source of feedback and suggestions about products
d.
should be escalated immediately to experience support staff who know how to handle them
 

20. 

Which of these is least likely to be a useful resource for ideas about handling difficult calls?
a.
support staff who are experienced in handling difficult calls
b.
training sessions for new support staff
c.
company-developed scripts for handling difficult calls
d.
all of these
 

Completion
Complete each sentence or statement.
 

21. 

____________________ is a technique where a support staff member restates and clarifies what was heard in order to reach a common understanding of a user's problem.
 

 

22. 

A(n) _________________________ is a choice each support specialist makes about how professional or casual, how respectful or condescending, how formal or informal, or how terse or verbose they will be in their interactions with users.
 

 

23. 

A(n) _________________________ is a collection of tools, techniques, and approaches used to move a call effectively and efficiently from beginning to end.
 

 

24. 

____________________ is a user support goal that seeks to increase each user's self-sufficiency and reduce a user's dependence on support services.
 

 

25. 

A(n) ____________________ is one who is technically very knowledgeable (or thinks they are), or who believes they have connections that warrant special treatment by a support staff.
 

 

Short Answer
 

26. 

Describe four strategies support staff can use to provide customer service excellence.
 

27. 

Describe the three essential communications skills used in customer service situations.
 

28. 

Give two examples of phrases a support specialist can use that illustrate an empathetic response.
 

29. 

Explain why user support specialists want users to call back, but hope that each user's problem gets solved so they don't have to call back.
 

30. 

Describe three aspects of a comprehensive approach to customer service excellence.
 



 
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