Which three are the most common type of network problems? (Choose three.)

A. Collisions, congestion, and delays

B. Segment or ring does not respond, traffic limited, no workaround

C. Systems will not reboot

D. Users cannot reach connected devices, i.e., PC, servers, workstations

A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (Choose two.)

A. Determine what the real need is

B. Develop alternatives

C. Inform the customer that the product is not supported

D. Apologise for not being able to assist the customer

In which two instances is it appropriate to use the customers first name? (Choose two.)

A. During the initial interaction with the customer

B. When the customer becomes irate

C. During informal communication

D. When you have established a good rapport with the customer

For which two reasons is it important to have documented processes and procedures? (Choose two.)

A. Justification for not meeting customer expectations

B. Ensures consistent service

C. Identifies areas out of policy

D. Promotes adherence to policies

What is a key benefit of a positive work environment?

A. Diversification of skill sets isminimised

B. The need for recognition of individual effort isminimised

C. Rapport among team members is increased

D. Management involvement is separated from individual involvement

What is paraphrasing?

A. Using lots of long words when speaking to a customer

B. Telling the customer what they meant to say

C. Repeating what the customer says using your own words

D. Repeating what the customer says in their words

Which three approaches help create a positive business reputation? (Choose three.)

A. Try to have a positive and memorable effect on every person you communicate with each day

B. See what you can do to assist any co-worker who is unhappy or experiencing problems

C. When you hear complaints about yourorganisation, change the subject

D. Have a good attitude and never speak negatively about yourorganisation

What is a key benefit of establishing effective inter-departmental relationships?

A. Diversity of skill sets isminimised

B. Recognition of individual department effort is not required

C. Management involvement is separate from individual involvement

D. Rapport amongorganisation members is established

Which three skills should a network administrator's skill set include? (Choose three.)

A. Perform loop-back tests

B. Run tests on automated intranet password reset system

C. Conduct remote diagnostics on the network interface card (NIC)

D. Perform PING, Telnet, and trace route tests

What are three reasons for providing consistent service? (Choose three.)

A. To ensure empathy to customer needs

B. To guarantee professionalism

C. To ensure a commitment to excellence

D. To instill confidence in your customer