Quiz
CFG Wave 1 - Long Quiz 1
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Fragen in diesem Quiz (35)
1What is a Service Desk as per ITSM Definition?
- AA Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.
- BA Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the International Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.
- CA Service Desk is the one that helps end-user with all their technical concerns through a Single Point of Contact (SPOC), commonly called also as a help desk that assist employees of a certain business entity or the corporation.
- DA service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.
2What are the service desk types?
- Acall center
- Bservice desk
- Chelp desk
- Dcontact center
3Listening is not one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.
- ARichtig
- BFalsch
4We listen for the following purposes:
- AWe listen to obtain information.
- BWe listen to have fun.
- CWe listen to understand.
- DWe listen to learn.
- AWe listen to obtain information.
5How many percentages research have suggested that we hear and remember?
- AHear - 60%, Remember - 10%
- BHear - 55%, Remember - 20%
- CHear - 55%, Remember - 25%
- DHear - 50%, Remember - 25%
6In becoming an active listener. There are five key active listening techniques namely: Pay Attention, Show That You're Listening, Provide Feedback, Defer Judgment & Respond Appropriately.
- ARichtig
- BFalsch
7In Paying Attention, you have to give the speaker your undivided attention, and acknowledge the message. Recognize that verbal communication also "speaks" loudly.
Look at the speaker directly.- ARichtig
- BFalsch
8______________________ listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.
- APassive
- BResponsive
- CCollective
- DActive
9Different people communicate differently. Undoubtedly, you already know this. What you may not know is that these different ways of communicating are pretty much hard-wired into people and seldom reflect conscious choice.
- ARichtig
- BFalsch
10What are the 3 out of 4 combination of communication style that emerges from us since birth?
- ACommunication Approach
- BBrain Dominance
- CPsychological preferences
- DSensory Approach
11The type of communication style that are commonly: Warm and Friendly, Slow and Easy, Shares Feelings, Good Listener and Cooperative?
- AThe Relator
- BThe Socializer
- CThe Thinker
- DThe Director
12The type of communication style that are commonly: Emphasis on Results, Little concern for relationships, Does not share feelings, Seen as Dominating and Fast-paced and Decisive?
- AThe Relator
- BThe Thinker
- CThe Director
- DThe Socializer
13The type of communication style that are commonly: An efficient perfectionist, Slow and Cautious, Task-oriented, Follows Directions and Works well alone?
- AThe Thinker
- BThe Director
- CThe Socializer
- DThe Relator
14The ___________________ has a closed, personal style and is analytical in their approach. Thinkers take a while to feel comfortable with others, and tend to take longer to reveal information about themselves.
- ARelator
- BThinker
- CSocializer
- DDirector
15The Relator is relationship orientated and readily expresses their thoughts and feelings. However, Relator's are generally slower paced and security conscious, so they prefer less intrusive interactions.
- ARichtig
- BFalsch
16The Socializer prefers not to interact with others rather than work alone. Socializers have a fast paced, aggressive communication style and generally work well with others.
- ARichtig
- BFalsch
17To connect most effectively with a Relator, choose any of the correct examples given;
- AUse less intense eye contact
- BSpeak in a moderate pace with a softer voice and moderate tone
- CSeek their opinions and ideas: then listen
- DTry not to counter their ideas with logical arguments
18To connect most effectively with a Socializer, choose any of the following correct examples;
- AMake direct eye contact
- BSpeak in an energetic and fast paced manner
- CSupport your ideas with the opinions of people they respect
- DBe more formal in your speech and manner
19To connect most effectively with a Director, choose any of the following correct examples;
- AGet to the point quickly in a clear and succinct manner
- BSpeak in a fast pace
- CMake direct eye contact
- DFollow up in writing
20The most important thing to remember about communication styles is that the differences are real and largely conscious.
- ARichtig
- BFalsch
21I live _________ Main Street.
- Aon
- Bat
- Cin
- Don the
22I need to _________ money this weekend.
- Amade
- Bmake
- Cget
- Dtake
23When will IBM ________ a new product?
- Alaunch
- Bwill be launching
- Claunches
- Dlaunching
24Stress is an unpleasant fact of life. We all experience it for various reasons, and we all try to come up with ways of coping with it—some with more success than others.
- ARichtig
- BFalsch
25The real problem with stress is that, for such a well understood and universally experienced condition, as a society we deal with it so poorly that it leads to many of our most lethal illnesses and long-term health problems like (choose as many as it applies)
- AHigh blood pressure
- BCancer
- CDiabetes
- DObesity
26Professional customer service is hard to provide when you’re struggling to keep weak emotions in check.
- ARichtig
- BFalsch
27Know your support personality -- Each of us have individual strengths that we can call upon when dealing with difficult customers. You may be charming, or funny, friendly, someone who enjoys repetition, a good listener, easy going, positively perky, or highly resourceful in fixing problems fast.
- ARichtig
- BFalsch
28Expertly meeting customer expectations is a powerful strategic tool for managing your stress level on the job is what kind of strategy?
- AManaging Negative Emotions
- BKnow your support personality
- CMaster the role
- DAdapting to change
29______________ can be contagious -- and lethal to a career. You may find yourself torn with wanting to fit in and wanting to do a good job while your fellow employees try and bring you down. Intentionally or unintentionally, others with low morale will resent you because they can’t stand to see someone thriving in an environment that is toxic to them.
- ACultural imperative
- BAttitude
- CInfluence
- DPositivity
30_____________________________ - This way you’ll always feel good about yourself, even when customers are abusive. Stay calm, and most customers will appreciate that you gave them the opportunity to express their frustration without striking back and turning the issue into a battle.
- ALet bullies be bullies
- BTake the high road
- CCreate your own sphere of influence
- DAdapting to change
31To communicate effectively you need to get your point across and relay information clearly. The reader will understand exactly what you mean.
- ARichtig
- BFalsch
32What kind of tips is - Do you want the reader to do something for you or are you merely passing along information? Do you want a response from the reader or do you want him to take action? Your purpose needs to be stated in the communication. Avoid information that is not relevant. Clarity is key.
- AKnow your goal and state it clearly.
- BTone can help your writing be more effective.
- CExplain in clear terms what you want the reader to do.
- DLanguage needs to be simple.
33Using an passive voice will strengthen your writing.
- ARichtig
- BFalsch
34Less is more when it comes to length. Leave out words that do contribute to the main focus of the communication. This can make the reader work harder to know why you wrote.
- ARichtig
- BFalsch
35Good grammar and punctuation are very important. It is a good idea to have someone else proofread your writing before you send it. If you cannot do that, then try reading it out loud.
- ARichtig
- BFalsch
Informationen
- Beschreibung
- CFG Nuvali Long Quiz 1
- Autor
- rubenetulodii
- Sprache
- English
- Aufrufe
- 106
- Schlagwörter
- Bewertung
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