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Quiz

CFG Wave 1 - Long Quiz 1

rubenetulodii 35 perguntas

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Perguntas do quiz (35)

  1. 1What is a Service Desk as per ITSM Definition?
    1. 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.
    2. 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.
    3. 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.
    4. 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.
  2. 2What are the service desk types?
    1. Acall center
    2. Bservice desk
    3. Chelp desk
    4. Dcontact center
  3. 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.
    1. AVerdadeiro
    2. BFalso
  4. 4We listen for the following purposes:
    1. AWe listen to obtain information.
    2. BWe listen to have fun.
    3. CWe listen to understand.
    4. DWe listen to learn.
  5. 5How many percentages research have suggested that we hear and remember?
    1. AHear - 60%, Remember - 10%
    2. BHear - 55%, Remember - 20%
    3. CHear - 55%, Remember - 25%
    4. DHear - 50%, Remember - 25%
  6. 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.

    1. AVerdadeiro
    2. BFalso
  7. 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.
    1. AVerdadeiro
    2. BFalso
  8. 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.
    1. APassive
    2. BResponsive
    3. CCollective
    4. DActive
  9. 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.
    1. AVerdadeiro
    2. BFalso
  10. 10What are the 3 out of 4 combination of communication style that emerges from us since birth?
    1. ACommunication Approach
    2. BBrain Dominance
    3. CPsychological preferences
    4. DSensory Approach

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Descrição
CFG Nuvali Long Quiz 1
Idioma
English
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106
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