664

Question 1

While troubleshooting a job for a user in the human resources department. You arrive and notice that a spreadsheet that contains confidential employee info is open on the computer. What should you do —

Answer 1

You should ask the user to close the spreadsheet.

Question 2

Professional behavior dictates that you should respect the user and the user’s property. You should ask the customer to close all _______________________________________________ to ensure that you do not inadvertently obtain any confidential information. Asking the user to perform the function ensures that the customer is not offended by your actions and that you do not accidentally cause data loss. —

Answer 2

confidential computer documents and put away all confidential printed documents

Question 3

You should never close or minimize the spreadsheet without —

Answer 3

the user’s permission.

Question 4

You should not leave the spreadsheet alone as long as the —

Answer 4

user is present. If you leave the spreadsheet open, you may accidentally read confidential information.

Question 5

You should initially allow the customer to complete his explanation and record all the details given. This will ensure that you have a complete —

Answer 5

understanding of the problem and its cause.

Question 6

It could also prevent you from asking a question that requires the customer to repeat information. If a customer has to repeat information, they will likely get —

Answer 6

frustrated because you did not listen the first time.

Question 7

You should never interrupt the customer when he is explaining a problem. This will only ____________________the customer by making him feel as if you do not have time for his problem. —

Answer 7

frustrate

Question 8

You should not record only the information you feel is relevant. This is filtering and can cause you to —

Answer 8

miss information that can help to solve the problem.

Question 9

The purpose of asking pertinent questions during the active listening process is to develop —

Answer 9

understanding.

Question 10

Asking pertinent questions does NOT help to develop trust. The best way to help develop trust is to —

Answer 10

express appreciation for the customer’s communication.

Question 11

Asking pertinent questions does NOT help to develop dialogue. The best way to help develop dialogue is to —

Answer 11

restate or summarize the key points of the customer’s issue.

Question 12

Asking pertinent questions does NOT help to show interest. The active listening process should be used to —

Answer 12

show interest.