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NCTI EXAM QUESTIONS WITH COMPLETE SOLUTIONS
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NCTI EXAM QUESTIONS WITH COMPLETE SOLUTIONS
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NCTI EXAM QUESTIONS WITH COMPLETESOLUTIONS
A customer builds an image of your company within how many
seconds of your first interaction?
A) 25.
B) 20.
C) 40.
D) 15. Correct Answer D) 15.
An example of possible product options available to customers
in the future could be?
A) Separating basic and expanded service tiers.
B) Access to video-on-demand and pay-per-view programming.
C) High Definition services.
D) Access to a particular sports game where the customer only
pays for the viewing of that game. Correct Answer D) Access
to a particular sports game where the customer only pays for the
viewing of that game.
Asking "May I have your name and address please?" is a simple
way of doing what?
A) Speaking slowly, clearly, and confidently.
B) Probing to obtain information.
C) Verifying information.
D) Identifying the problem. Correct Answer C) Verifying
information.
B) Burnout. Correct Answer What is the term used to describe
physical, emotional, and mental exhaustion brought about by
unrelieved stress?
,A) Counterproductive behavior.
B) Burnout.
C) Emotional overload.
D) Positive self-talk.
Basic, Premium, and digital video channel groups are examples
of?
A) Satellite services.
B) Tiers.
C) Over-the-Air channels.
D) Specialty programming. Correct Answer B) Tiers.
Besides a smartphone, tablet, or laptop, what else connects to a
wireless modem?
A) LAN line.
B) VCR.
C) DBS connection.
D) Smart Devices. Correct Answer D) Smart Devices.
Besides making a profit, what is the other reason the sales
process exists?
A) To help the cable companies expand their offerings.
B) To assist customers in receiving the service(s) they want.
C) To educate the market on new pricing.
D) To help the data processing department gain data. Correct
Answer B) To assist customers in receiving the service(s) they
want.
Confidence, caring, consideration, and ________ are the four
C's that significantly contribute to superior customer service?
A) Crass.
, B) Creativity.
C) Cohesiveness.
D) Conformity. Correct Answer B) Creativity.
Establishing a routine can greatly help with relieving stress.
Which of the following practices can also help?
A) Increasing the amount of time spent on things you do more
than once.
B) Ensuring routine activities are handled by one person.
C) Letting others help you with routine activities.
D) Avoiding routines because they are uncomfortable. Correct
Answer C) Letting others help you with routine activities.
Fill in the blank: "Keeping customers __________"?
A) Is everyone's job!
B) Is the sole responsibility of a customer service representative
(CSR)!
C) Is the responsibility of customer service representatives
(CSR) and technical service representatives (TSR)!
D) Is the responsibility of management, customer service
representatives (CSR), and technical service representatives
(TSR), but not field support! Correct Answer A) Is everyone's
job!
Folded arms, shaking your finger to emphasize a point, and
avoiding direct eye contact are all examples of which of the
following?
A) Non-verbal expressions.
B) Verbal expressions.
C) Superior service.
D) Good posture. Correct Answer A) Non-verbal expressions.
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