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Progression Field Tech V - VI Exam Questions And Answers @ 2024
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Progression Field Tech V - VI ExamQuestions And Answers @ 2024
Which of the following are appropriate things to say to a customer when communicating
down time? - Answer I need to take your service down for about 5 minutes to complete
my testing. I can work around your schedule. Please let me know when a good time
would be to continue.
I will have to take your services down in order to complete the install, but I will give you
notice within an hour so you can notify your employees.
Life Cycle of a Small-to-Medium Business - Solution Stage 1: Birth
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Death
About the life cycle of a SMB, what do you know? Place the life cycle stages in the order
that they occur. - Answer Stage 1: Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
Why is it important to establish what the customer's history with installations or services
has been? -Answer Having this information gives a baseline to work towards and you are
able to mitigate certain issues that could arise during the install rather than the customer
bringing up issues when the work is complete.
, One tool that helps to set appropriate personal expectations is the UPDATE method -
Answer Understand customer expectations—Remember customers have expectations
different than yours. Try to identify what those 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.
Don'ts: Clearly define what all one cannot do or is not capable of doing
Alternatives: Converse the don't into what can be done. Devise alternatives and
alternatives for when those alternatives fail.
Trust: The customer must be taken into confidence in one's capabilities by bridging the
gap between expectations and customers' expectations through open communications
Engagement: After going through the previous steps, the engagement of a customer
would be done on a detailed and comprehensive plan.
How much do you know about setting customer expectations? - Answer Keep the
customer updated while the work is performed, make sure to confirm with the customer
after the work is completed that everything is operating as it should. TRUE
Present alternatives. If something that a customer is asking for cannot be done, offer
them some alternative things that can be done. TRUE
Present the optimal solution. If something the customer is requesting is not possible then
tell the customer as politely as possible. FALSE
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
Status over the work you are doing should be given only when asked for when the work
is done. FALSE
First-Call Resolution (FCR)— - Answer The number of calls that actually fix the
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