Progression: Field Tech V – VI Exam Questions With Correct Answers
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Course
Field Tech
Institution
Field Tech
Progression: Field Tech V – VI Exam
Questions With Correct Answers
Which of the following are correct things to say to a customer when communicating downtime?
Choose all that apply. - answerTo complete my testing, I need to take your service down for
about 5 minutes. I can work around your sc...
Progression: Field Tech V – VI Exam
Questions With Correct Answers
Which of the following are correct things to say to a customer when communicating downtime?
Choose all that apply. - answer✔To complete my testing, I need to take your service down for
about 5 minutes. I can work around your schedule. Please let me know when a good time would
be to continue.
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.
Life Cycle of a Small-to-Medium Business - answer✔Stage 1: Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
What do you know about the SMB life cycle? Put the stages of the life cycle in the correct order.
- answer✔Stage 1: Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
Why is it important to determine what the customer's history with installations or services has
been? - answer✔Having this information helps to provide a baseline to work toward and allows
you to mitigate certain issues that might arise during the install instead of the customer
mentioning issues when the work is complete.
One tool that helps to set appropriate personal expectations is the UPDATE method -
answer✔Understand customer expectations—Keep in mind that customers may have different
expectations than you. Try to determine what their expectations are in advance.
How much do you know about setting customer expectations? - answer✔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 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
Only provide updates when asked about the work you are performing when the work is
completed. FALSE
First-Call Resolution (FCR)— - answer✔The percentage of calls that resolve the customer's
problems or questions the first time they call without any additional follow-up.
Average Speed of Answer (ASA)— - answer✔The average amount of time the call sits in a
queue before it is answered; typically measured in seconds.
Abandon Rate— - answer✔The percentage of incoming calls that are abandoned before the call
is answered.
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