Which option best describes the difference between open and closed questioning?
A. Open questions may elicit any answer, whilst closed questions can only have one answer
B. Open questions aim to draw out more information, whilst closed questions elicit simple factual responses
C. Open questions are objective and closed questions are subjective
D. Open questionsdont provide clear answers whilst closed questions are factual
What should always be avoided in professional written communication?
A. Charts and graphs
B. Being open and honest with the customer
C. Technical terms and detail
D. Slang and colloquial language
What is the most important thing to remember when writing an email?
A. Use emoticons toindividualise your emails
B. Use abbreviations to ensure a speedy response
C. Review your email if you have time
D. Use a clear, concise style of writing
Which of these options is NOT considered to be proper Short Message Service (SMS) and Instant Messaging (IM) etiquette?
A. Avoiding the use of abbreviations and emoticons
B. Avoiding the use of punctuation and single word phrases
C. Writing clear and concise messages
D. Taking time to review your message before sending
Which of these options is the best definition of paraphrasing?
A. To repeat in your own words what the user has said
B. To repeat word for word what the manual says
C. To repeat word for word what the user has said
D. To repeat in the same tone what the user has said
An SDA has produced a report for a user and although its contents are accurate, it is grammatically incorrect; what impact might there be if it is sent to the user?
A. The data will be able to be easily reused
B. The perceived status of the Service Desk will be reduced
C. The content will be clear and easy to understand
D. The SDA will have a sense of pride in his/her work
Which option is NOT a type of non-verbal communication?
A. Eye contact
B. Body language
C. Facial expressions
D. Open questions
Which of these options is NOT a principle of active listening?
A. Sympathising with the user
B. Minimising distractions
C. Repeating for verification
D. Listening for ideas and images
Active listening is a good practice because
A. It helps you to deliver on your SLA targets
B. It will improve the accuracy of your call logging
C. It can positively increase your average call duration time
D. It shows that you are deferring to the caller
What can you do to build rapport and match a users communication approach?
A. Try using formal levels of communication
B. Avoid emotional and overly-expressive vocabulary
C. Use similar technical terms to the user
D. Avoid using technical language completely
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