Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse

Hello there, and welcome to our Test Bank for A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition by Fred Beisse! This test bank is an excellent tool for students who want to excel in their studies. It helps you understand the key concepts in computer support, making it easier for you to prepare for exams and boost your grades.

Test Bank features

The test bank features elements in which it has been built by the given textbook, for instance, Multiple choice questions, True or false questions, and Essay questions the only required essay would be provided on major topics on computer user support. In addition to these important features, the MLA format test bank offers the questions in the appendix with answers and explanations for those answers, which allows students to learn from their mistakes. This feature is very helpful for reviewing after you complete your practice tests.

Advantages of Test Bank

By using the Test Bank for A Guide to Computer User Support you can avail the following advantages offered by us. There are a lot of reasons to complain but thankfully using this test bank is not one of them.

• Become More Efficient: Those practice questions will focus on the areas where you feel less confident.
• Gradually Develop: Jumping into real questions might feel intimidating, but practicing them will make you feel more prepared.
• Less Study Stress: Using the test bank saves you time since it is arranged by chapters revising faster.

Topics Covered in the Test Bank

As a reminder, this test bank covers the essential topics from A Guide to Computer User Support for Help Desk and Support Specialists. Here are some important areas you will study:

• Help Desk Fundamentals: Get a grasp on the various duties and responsibilities assigned to help desk personnel.
• Customer Service Skills: Learn how users should be communicated with and assisted to provide good service.
• Technical Support Procedures: Learn the process of how to troubleshoot and solve common problems.

How to Use the Test Bank

For the Test Bank for A Guide To Computer User Support to perform as expected you should:

• Take Notes: While engaging with questions, where should you take notes regarding information that challenges your understanding?
• Group Study: Assist your classmates with answering questions that will increase the teacher’s knowledge.
• Review Regularly: Schedule a timeframe that will allow you to solve a few questions every week.

Summary

To conclude, the Test Bank for A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition by Fred Beisse is indeed helpful for students. Numerous questions assist you in effective studying and exam preparation. Such resources can be of great help in enhancing your understanding as well as your performance in computer user support.

Test Bank For A Guide to Computer User Support for Help Desk and Support Specialists 6e Fred Beisse

Chapter 02: Customer Service Skills for User Support Agents

1. Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   56

2. Customer satisfaction with a support incident is more directly related to the solution to a problem rather than to the communication skills a support agent uses.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   56

3. Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communication with users.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   56

4. Communication is a two-way process that involves both listening and responding.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   56

5. Communication is a one-way process that involves an effective transmission from sender to receiver.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   56

6. A customer service ethic is an organization-wide philosophy that the customer is always right.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   57

7. Support staff should return a telephone call when promised, even if no progress has been made on a problem.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   58

8. Of the three essential communication skills, listening comes before understanding and responding.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   59

9. In discriminative listening, a support agent’s purpose is to learn about the user, such as their knowledge level.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   60

10. The purpose of comprehensive type listening is to develop a rapport with a user.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   60

11. IToeducate users, a support agent should use technical terms and explanations in communications with users.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   61

12. Empathy means a support agent takes ownership and responsibility for a user’s problem.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   62

13. A support agent who can empathize with a user understands the problem or question from the user’s point of view.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   62

14. A common barrier to effective listening is to ask probing questions to get additional details about a problem.   a.  True   b.  False ANSWER:   False POINTS:   1 REFERENCES:   62

15. One method support agents use to communicate effectively with a user on the telephone is to visualize the user and communicate with the visual image.   a.  True   b.  False ANSWER:   True POINTS:   1 REFERENCES:   63