Multiple Choice
Identify the
choice that best completes the statement or answers the question.
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1.
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A user’s first impression of a support agent comes from the ____.
a. | incident greeting | c. | solution to the problem | b. | tone and
style | d. | incident script
used |
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2.
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The most effective strategy for using a script is to ____.
a. | use the script only when needed | c. | restate the script in your own
words | b. | read the script verbatim to the user | d. | memorize the
script |
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3.
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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. | edit | c. | technical accuracy | b. | format consistency | d. | beta test |
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4.
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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 dialog to put a call on hold | c. | A way to transfer a
call | b. | A way to hang up on abusive users | d. | A call greeting |
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5.
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The CCPS computer number is 115050-306-15. What does 115 refer to?
a. | Location in room | c. | School in District | b. | Room number | d. | School District |
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6.
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Which of these is not a characteristic of technical writing?
a. | Uses short, declarative sentences | b. | Contains pointers to other information the user
might need | c. | Describes a step-by-step sequence | d. | Concludes with the most important point at the
end of a section |
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7.
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Developing rapport with the user is an example of what type of listening?
a. | Appreciative | c. | Relational | b. | Discriminative | d. | Therapeutic |
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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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Analysis and evaluation of a user’s message are likely to occur during
which type of listening?
a. | Comprehensive | c. | Critical | b. | Discriminative | d. | Relational |
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10.
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The sentence “Liz typed the essay.” is in _______________.
a. | past-tense voice | c. | passive voice | b. | actively-passive voice | d. | active voice |
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11.
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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. | Email message | c. | Handout or training aid | b. | Brochure or
flyer | d. | Online help
system |
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12.
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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. | sincere greeting | c. | probing | b. | nonverbal communication | d. | empathy |
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13.
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A support agent should aim to use language that is ____ the language level that
the user uses.
a. | slightly below | c. | at the same level as | b. | slightly above | d. | none of the
above |
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14.
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The CCPS computer number is 115050-306-15. What does 050 refer to?
a. | School in District | c. | School District | b. | Location in room | d. | Room number |
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15.
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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. | proofreading | c. | plagiarizing | b. | organizing | d. | brainstorming |
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16.
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Which of these is least likely to be a purpose of proofreading the final draft
of a document?
a. | Check for page break problems. | b. | Check for extra spaces between words and
sentences. | c. | Check for consistent capitalization and punctuation. | d. | Check definitions of
terms. |
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17.
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Effective communication skills are important primarily to support agents who
communicate ____.
a. | face-to-face | c. | via email | b. | via telephone | d. | any of these |
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18.
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Identifying opportunities to provide positive support to the user is an example
of what type of listening?
a. | Therapeutic | c. | Discriminative | b. | Critical | d. | Comprehensive |
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19.
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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 question isn’t as important as other questions | b. | the support agent
doesn’t know and nobody else does either | c. | to call back later when a different agent is
available | d. | the support agent will research the question and get back to the
user |
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20.
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Inexperienced support agents tend to speak ____ when they experience stress in a
conversation with a user.
a. | too fast | c. | too slow | b. | about the right speed | d. | none of these |
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21.
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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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22.
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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. | B, A, D, C | b. | D, B, A, C | d. | B, D, C, A |
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23.
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Which of these types of documents is often used to describe the steps to install
a software package?
a. | Web site | c. | Newsletter | b. | User guide or manual | d. | Online help
system |
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24.
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The CCPS computer number is 115030-511-15. What does 511 refer to?
a. | Location in room | c. | School District | b. | Room number | d. | School in
District |
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25.
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The sentence “Larry will present a tutorial on Excel macros on Tuesday
next week.” is in ____ voice.
a. | gender-neutral | c. | passive | b. | gender-biased | d. | active |
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26.
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Dissatisfied clients are more likely than satisfied clients to ____.
a. | convey a positive business image to other users | b. | resolve support
incidents quickly | c. | contact the help desk repeatedly for
assistance | d. | resolve support incidents at a low tier |
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27.
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Detailed steps for performing a task are generally described in which part of a
document?
a. | Body | c. | Appendix | b. | Summary | d. | Introduction |
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28.
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When a sequence of facts or steps is described, technical writers try to avoid
which of these?
a. | Narrative passage | c. | Bulleted list | b. | Numbered list | d. | All of these |
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29.
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Effective communication skills are based primarily on a support agent’s
ability to ____.
a. | understand a user’s problem | c. | listen and read
effectively | b. | communicate solutions to a user | d. | any of these |
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30.
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The content criterion of good technical documentation is primarily concerned
with which of these questions?
a. | Is the information easy to locate? | c. | Is the layout
consistent? | b. | Is the writing style effective? | d. | Is the information
accurate? |
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31.
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Documentation that describes the steps to perform a task or a checklist of steps
is ____.
a. | procedural documentation | c. | a Web page | b. | an email
message | d. | a troubleshooting
guide |
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32.
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The intended audience of a document is generally described in the ____.
a. | body | c. | summary | b. | introduction | d. | any of these |
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33.
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Which of these is not a primary strategy for a support organization that aims
for customer service excellence?
a. | Return calls to clients when promised. | b. | Explain to clients what the support
organization can do for them. | c. | Treat clients with respect. | d. | Meet all of a
client’s demands. |
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34.
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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. | intimidate the user into changing his or her file organization | b. | point the user to
useful information about file organization | c. | tell the user how to straighten out his or her
file organization | d. | indicate how upset he or she is with the
user’s file organization |
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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. | run-on sentence | c. | simple sentence | b. | compound sentence | d. | none of these |
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36.
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Which of these is not one of the four goals of incident management?
a. | Complete the incident in the least amount of time possible. | b. | Manage stress levels
for both user and support agent. | c. | Make the user more
self-reliant. | d. | Provide the user with the information he or she
needs. |
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37.
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Which of these is not a recommended incident management strategy for support
agents?
a. | Say thanks. | b. | Ask goal-directed diagnostic
questions. | c. | Don’t admit that you’re wrong or don’t know. | d. | Teach user
self-reliance. |
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38.
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The sentence “The essay was typed by Liz.” is in
___________________.
a. | passive voice | c. | active voice | b. | actively-passive voice | d. | past-tense
voice |
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39.
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A user who is rude, uses inappropriate language, or makes personal attacks on a
support agent falls into the category of _____________________.
a. | unwanted users | c. | abnoxious users | b. | strange users | d. | abusive users |
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40.
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To help handle routine aspects of an incident, many companies will provide their
agents with a prepared sequence of statements and questions referred to as a _____________.
a. | dialog | c. | cheat sheet | b. | script | d. | guide |
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41.
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Which of these forms of documentation often contains hyperlinks to related
topics?
a. | Newsletters | c. | Troubleshooting guides | b. | Email
messages | d. | Online help
systems |
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42.
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A series of letters that represent a phrase is called ____.
a. | jargon | c. | a referent | b. | an acronym | d. | nominalization |
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43.
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Which type of nonverbal behavior is suggested for effective voice
quality?
a. | Use inflection to add interest. | c. | Speak at a normal
pitch. | b. | Use a warm, upbeat tone of voice. | d. | All of these |
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44.
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Which version of Windows do we use in the Christian County School System?
a. | Windows 10 | c. | Windows 97 | b. | Windows Vista | d. | Windows 7 |
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45.
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A script to handle a support incident has ____.
a. | a sequence of questions with one decision point | b. | several sequences of
questions with multiple decision points or paths | c. | a single sequence of questions and dialog from
beginning to end | d. | none of the above |
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46.
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A reading level that is appropriate for most technical documentation is
____.
a. | college level | c. | fourth grade | b. | tenth grade | d. | seventh grade |
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47.
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Which type of nonverbal behavior is the least effective posture for support
agents?
a. | Fold arms | c. | Face the user | b. | An open stance | d. | Establish eye
contact |
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48.
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When choosing alignment for a paragraph of text, the easiest to read is ____
text.
a. | block-justified | c. | centered | b. | left-aligned | d. | any of these |
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49.
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Excellent customer service in a support organization is based primarily on which
of these factors?
a. | The ability to communicate effectively with users | b. | The ability to solve
user problems | c. | Both A and B | d. | Neither A nor B |
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50.
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The CCPS computer number is 115050-306-15.
What does 15 refer to?
a. | Location in room | c. | School in District | b. | Room number | d. | School District |
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