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Progression_ Field Tech V - VI )With Complete Solutions
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Progression_ Field Tech V - VI )With Complete Solutions
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10/11/24, 8:31 AMProgression: Field Tech V - VI
Jeremiah
Terms in this set (71)
To complete my testing, I need to take your service down for about 5 minutes. I can
Which of the following are correct things to work around your schedule. Please let me know when a good time would be to
say to a customer when communicating continue.
downtime? Choose all that apply. I'll need to take your services down in order to finish the install, but I'll let you know
within an hour so you can make your employees aware.
Stage 1: Establishment
Stage 2: Growth
Life Cycle of a Small-to-Medium Business Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
Stage 1: Establishment
What do you know about the SMB life Stage 2: Growth
cycle? Put the stages of the life cycle in the Stage 3: Expansion
correct order. Stage 4: Maturity
Stage 5: Decline
Why is it important to determine what the Having this information helps to provide a baseline to work toward and allows you to
customer's history with installations or mitigate certain issues that might arise during the install instead of the customer
services has been? mentioning issues when the work is complete.
Understand customer expectations—Keep in mind that customers may have different
expectations than you. Try to determine what their expectations are in advance.
Primary goal—Be clear in what has been scheduled to be done; everything that the
schedule visit encompasses and how it will get done.
One tool that helps to set appropriate Don'ts—Define the actions or things you cannot do or are unable to do.
personal expectations is the UPDATE Alternatives—Provide alternatives to the don'ts; devise what tasks can be done
method instead as well as contingency plans if those fail.
Trust—Build trust with the customer in your abilities by bridging gaps between your
expectations and the customer's expectations with open communication.
Engagement—After performing the previous steps, engage the customer with a
detailed and cohesive plan.
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, 10/11/24, 8:31 AM Progression: Field Tech V - VI Flashcards | Quizlet
Continue to provide updates to the customer while performing the work and be sure
to get confirmation from them once the work is complete to ensure everything is
working properly. TRUE
Offer multiple solutions. If something the customer is requesting is not possible, give
them some options of things that can be done. TRUE
Offer the best solution. If something the customer is requesting is not possible then
How much do you know about setting
tell the customer as politely as possible. FALSE
customer expectations?
Provide a broad timeline for completion of work so that it can be altered later. FALSE
Provide a clear and concise overview of the situation and a complete description of
how the work will be performed. TRUE
Only provide updates when asked about the work you are performing when the
work is completed. FALSE
The percentage of calls that resolve the customer's problems or questions the first
First-Call Resolution (FCR)—
time they call without any additional follow-up.
The average amount of time the call sits in a queue before it is answered; typically
Average Speed of Answer (ASA)—
measured in seconds.
Abandon Rate— The percentage of incoming calls that are abandoned before the call is answered.
The percentage of calls that are answered within the timeframe that is specified in
Time Service Factor (TSF)—
the SLA.
This actual time it takes to complete a process or task—it can be set as the time from
Turn-Around Time (TAT)— when the customer hangs up from calling the call center to the time the task is
resolved.
Mean Time to Recovery (MTTR)— The average time it takes to recover after a service failure or outage.
Who is the best contact to fix an account Your local business sales representative.
problem or confirm a question at an
installation?
Conducting your own site survey allows you to verify the findings from the pre-
What can conducting your own site survey
installation checklist and to work with your company to determine the time required
can tell you?
to perform the work, which may save you time in the long run.
Test by directly plugging a computer into the modem while the rest of the local
network is disconnected. Internet service
The demarcation is the punchdown block. Telephone service
How much do you know about
demarcation?
The demarcation is the modem. Internet service
Test the service side of the demarc while disconnecting services from the customer
side. Telephone service
Is a drop to a business the external or It can be both. Sometimes, drops are routed directly from the plant to a utility
internal line to the office? closet/room. Sometimes, the tap location is inside the office already.
A standard unit of measure for space in 1.75 inches vertically
server racks is "U," or RU. The U designation
is based on the hole spacing, in groups of
three holes. For standard server racks, what
is 1U equivalent to?
Progression: Field Tech V - VI
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