Multiple Choice
Identify the
choice that best completes the statement or answers the question.
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1.
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Effective communication skills are important primarily to support agents who
communicate ____.
a. | via telephone | c. | via email | b. | face-to-face | d. | any of these |
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2.
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Dissatisfied clients are more likely than satisfied clients to ____.
a. | resolve support incidents quickly | b. | contact the help desk repeatedly for
assistance | c. | resolve support incidents at a low tier | d. | convey a positive
business image to other users |
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3.
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Effective communication skills are based primarily on a support agent’s
ability to ____.
a. | listen and read effectively | c. | communicate solutions to a
user | b. | understand a user’s problem | d. | any of these |
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4.
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Excellent customer service in a support organization is based primarily on which
of these factors?
a. | The ability to solve user problems | b. | The ability to communicate effectively with
users | c. | Both A and B | d. | Neither A nor B |
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5.
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Which of these is not a primary strategy for a support organization that aims
for customer service excellence?
a. | Treat clients with respect. | b. | Explain to clients what the support
organization can do for them. | c. | Return calls to clients when
promised. | d. | Meet all of a client’s demands. |
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6.
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Analysis and evaluation of a user’s message are likely to occur during
which type of listening?
a. | Discriminative | c. | Critical | b. | Comprehensive | d. | Relational |
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7.
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A support agent should aim to use language that is ____ the language level that
the user uses.
a. | slightly above | c. | slightly below | b. | at the same level as | d. | none of the
above |
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8.
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One measure of whether a support agent understands a problem is that he or she
can express the user’s problem in ____.
a. | the user’s words | c. | industry standard vocabulary | b. | the support
agent’s own words | d. | none of the above |
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9.
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“I can give you a workaround for this problem, then later we can diagnose
the cause of the problem so you don’t encounter it again.” is an example of ____.
a. | empathy | c. | sincere greeting | b. | probing | d. | nonverbal
communication |
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10.
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A user’s first impression of a support agent comes from the ____.
a. | solution to the problem | c. | tone and style | b. | incident script
used | d. | incident
greeting |
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11.
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A script to handle a support incident has ____.
a. | a single sequence of questions and dialog from beginning to end | b. | a sequence of
questions with one decision point | c. | several sequences of questions with multiple
decision points or paths | d. | none of the
above |
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12.
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The most effective strategy for using a script is to ____.
a. | read the script verbatim to the user | c. | memorize the
script | b. | restate the script in your own words | d. | use the script only when
needed |
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13.
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Which type of nonverbal behavior is the least effective posture for support
agents?
a. | An open stance | c. | Establish eye contact | b. | Face the
user | d. | Fold
arms |
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14.
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Which type of nonverbal behavior is suggested for effective voice
quality?
a. | Use inflection to add interest. | c. | Use a warm, upbeat tone of
voice. | b. | Speak at a normal pitch. | d. | All of these |
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15.
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Inexperienced support agents tend to speak ____ when they experience stress in a
conversation with a user.
a. | too slow | c. | too fast | b. | about the right speed | d. | none of these |
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16.
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In a telephone communication, which of the following is the telephone activity a
support agent least likely needs to develop?
a. | A call greeting | c. | A way to hang up on abusive users | b. | A way to transfer a
call | d. | A dialog to put a call
on hold |
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17.
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Which of these is not one of the four goals of incident management?
a. | Make the user more self-reliant. | b. | Complete the incident in the least amount of
time possible. | c. | Manage stress levels for both user and support agent. | d. | Provide the user
with the information he or she needs. |
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18.
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When a support agent does not know the answer to a question, a good incident
management strategy is to tell the user ____.
a. | the support agent will research the question and get back to the
user | b. | the support agent doesn’t know and nobody else does either | c. | the question
isn’t as important as other questions | d. | to call back later when a different agent is
available |
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19.
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Which of these is not a recommended incident management strategy for support
agents?
a. | Ask goal-directed diagnostic questions. | b. | Don’t admit
that you’re wrong or don’t know. | c. | Say thanks. | d. | Teach user
self-reliance. |
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20.
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A support agent who feels that a user needs substantial assistance with the
organization of files on his or her computer system should ____.
a. | indicate how upset he or she is with the user’s file
organization | b. | tell the user how to straighten out his or her file organization | c. | point the user to
useful information about file organization | d. | intimidate the user into changing his or her
file organization |
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21.
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The Myers-Briggs Type Indicator (MBTI) measures ____.
a. | customer service ethic | c. | nonverbal behavior | b. | personality and work style
preferences | d. | user
self-reliance |
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22.
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Incidents that involve complaints ____.
a. | should be terminated as soon as possible | b. | are likely from
angry and frustrated users | c. | are a valuable source of feedback and
suggestions about products | d. | should be escalated immediately to experienced
support staff who know how to handle them |
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23.
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Support Web sites that use Web 2.0 technologies differ from earlier support Web
sites primarily in ____.
a. | including frequently asked questions (FAQs) | b. | the authoring
language used to build and maintain the site | c. | improved site navigation
tools | d. | an emphasis on collaboration and communication among
users |
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24.
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A feature of a Web site where discussions are posted by members of a user
community is called a ____.
a. | blog | c. | chat room | b. | user forum | d. | Twitter |
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25.
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A Web site that contains large numbers of misspelled words and grammatical
errors fails which of these general criteria?
a. | Content | c. | Format | b. | Organization | d. | Mechanics |
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26.
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Posts to a user forum with commentary on a single topic, arranged in date order,
are called _____.
a. | Web 2.0 | c. | a blog | b. | a thread | d. | Web 3.0 |
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27.
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Which of these types of documents is primarily intended to catch the eye of the
reader and promote an event?
a. | Online help system | c. | Brochure or flyer | b. | Email message | d. | Handout or training
aid |
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28.
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Complete information on a particular end-user topic is usually organized
together, in one document, organized in a ____ format.
a. | tutorial | c. | troubleshooting | b. | reference | d. | handout |
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29.
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Which of these types of documents is often used to describe the steps to install
a software package?
a. | Online help system | c. | Newsletter | b. | Web site | d. | User guide or
manual |
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30.
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A document that is organized as a step-by-step introduction to the features of a
computer program is called a ____ manual.
a. | reference | c. | tutorial | b. | technical | d. | troubleshooting |
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31.
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Experienced computer users who need information on advanced topics are likely to
need a ____.
a. | reference manual | c. | handout | b. | tutorial manual | d. | newsletter |
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32.
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Which of these forms of documentation often contains hyperlinks to related
topics?
a. | Online help systems | c. | Email messages | b. | Newsletters | d. | Troubleshooting
guides |
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33.
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Which of these answers is least descriptive of the information on a Web
page?
a. | Comprehensive | c. | Includes pointers to other information | b. | Short | d. | Well
organized |
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34.
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Documentation that describes the steps to perform a task or a checklist of steps
is ____.
a. | a troubleshooting guide | c. | a Web page | b. | procedural
documentation | d. | an email
message |
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35.
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“Technical writing should be concise and it should be informative.”
is an example of a ____.
a. | compound sentence | c. | simple sentence | b. | run-on sentence | d. | none of these |
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36.
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Which of these is not a characteristic of technical writing?
a. | Uses short, declarative sentences | b. | Describes a step-by-step
sequence | c. | Contains pointers to other information the user might need | d. | Concludes with the
most important point at the end of a section |
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37.
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A cross-reference or link to where a reader can find additional information
about a topic is called a(n) ____.
a. | serif | c. | acronym | b. | referent | d. | pointer |
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38.
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The intended audience of a document is generally described in the ____.
a. | introduction | c. | summary | b. | body | d. | any of these |
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39.
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Detailed steps for performing a task are generally described in which part of a
document?
a. | Introduction | c. | Summary | b. | Body | d. | Appendix |
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40.
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A reading level that is appropriate for most technical documentation is
____.
a. | fourth grade | c. | seventh grade | b. | tenth grade | d. | college level |
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41.
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What is the sequence of these steps in the technical writing process?
A)
Proofread the document.
B) Generate a list of ideas.
C) Arrange for an outside reviewer.
D)
Write a first draft.
a. | A, B, C, D | c. | D, B, A, C | b. | B, D, C, A | d. | B, A, D, C |
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42.
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A list of as many topics as a writer can think of that might be useful to a
reader is the result of ____.
a. | brainstorming | c. | plagiarizing | b. | proofreading | d. | organizing |
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43.
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During the development of a first draft, a technical writer is probably least
concerned with ____.
a. | topic sentences for paragraphs | c. | definitions of
terms | b. | transitions between paragraphs | d. | correct
spelling |
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44.
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When a sequence of facts or steps is described, technical writers try to avoid
which of these?
a. | Bulleted list | c. | Narrative passage | b. | Numbered list | d. | All of these |
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45.
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A writer who performs each procedure or technical step in a document and tests
each step with the hardware and software is doing a(n) ____ check.
a. | format consistency | c. | edit | b. | technical accuracy | d. | beta test |
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46.
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Which of these is least likely to be a purpose of proofreading the final draft
of a document?
a. | Check definitions of terms. | b. | Check for consistent capitalization and
punctuation. | c. | Check for page break problems. | d. | Check for extra spaces between words and
sentences. |
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47.
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Whether to use the form Plug-n-Play or Plug-and-Play in a document
would likely be specified in a ____.
a. | dictionary | c. | thesaurus | b. | glossary | d. | style sheet |
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48.
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The concept that similar items should be handled consistently throughout a
document is called ____.
a. | internal consistency | c. | technical accuracy | b. | parallel structure | d. | structural
integrity |
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49.
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When choosing alignment for a paragraph of text, the easiest to read is ____
text.
a. | left-aligned | c. | block-justified | b. | centered | d. | any of these |
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50.
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Fine lines that extend from the top and bottom of a font’s letters are
called ____.
a. | informal fonts | c. | sans serifs | b. | serifs | d. | specialty fonts |
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51.
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Under normal circumstances, the body of a document should be formatted in a ____
typeface.
a. | specialty | c. | serif | b. | script | d. | sans serif |
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52.
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The sentence “Larry will present a tutorial on Excel macros on Tuesday
next week.” is in ____ voice.
a. | active | c. | gender-neutral | b. | passive | d. | gender-biased |
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53.
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The sentence “Development of software is not a frequent user support
function.” is an example of ____.
a. | obfuscation | c. | nominalization | b. | unclear referent | d. | undefined
acronym |
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54.
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A series of letters that represent a phrase is called ____.
a. | a referent | c. | nominalization | b. | jargon | d. | an acronym |
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55.
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Incomplete coverage of a topic violates which of these four writing
criteria?
a. | Content | c. | Format | b. | Organization | d. | Mechanics |
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56.
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The content criterion of good technical documentation is primarily concerned
with which of these questions?
a. | Is the information accurate? | c. | Is the layout
consistent? | b. | Is the information easy to locate? | d. | Is the writing style
effective? |
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57.
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The sentence “I know I saw the information I need in this document, but
now I can’t find it.” violates which of these four general writing criteria?
a. | Content | c. | Format | b. | Organization | d. | Mechanics |
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58.
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A document with misspelled words violates which of these four general writing
criteria?
a. | Content | c. | Format | b. | Organization | d. | Mechanics |
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Other
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59.
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You will be asked the following:
a. Translate a computer
number: 115GATE-105-03
b. Reimage a computer
c. Add a network printer to a
computer.
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