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CFG Nuvali Long Quiz 1

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CFG Wave 1 - Long Quiz 1

Pregunta 1 de 35

1

What is a Service Desk as per ITSM Definition?

Selecciona una de las siguientes respuestas posibles:

  • A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.

  • A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the International Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.

  • A Service Desk is the one that helps end-user with all their technical concerns through a Single Point of Contact (SPOC), commonly called also as a help desk that assist employees of a certain business entity or the corporation.

  • A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Explicación

Pregunta 2 de 35

1

What are the service desk types?

Selecciona una o más de las siguientes respuestas posibles:

  • call center

  • service desk

  • help desk

  • contact center

Explicación

Pregunta 3 de 35

1

Listening is not one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 4 de 35

1

We listen for the following purposes:

Selecciona una o más de las siguientes respuestas posibles:

  • We listen to obtain information.

  • We listen to have fun.

  • We listen to understand.

  • We listen to learn.

Explicación

Pregunta 5 de 35

1

How many percentages research have suggested that we hear and remember?

Selecciona una de las siguientes respuestas posibles:

  • Hear - 60%, Remember - 10%

  • Hear - 55%, Remember - 20%

  • Hear - 55%, Remember - 25%

  • Hear - 50%, Remember - 25%

Explicación

Pregunta 6 de 35

1

In becoming an active listener. There are five key active listening techniques namely: Pay Attention, Show That You're Listening, Provide Feedback, Defer Judgment & Respond Appropriately.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 7 de 35

1

In Paying Attention, you have to give the speaker your undivided attention, and acknowledge the message. Recognize that verbal communication also "speaks" loudly.
Look at the speaker directly.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 8 de 35

1

______________________ listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.

Selecciona una de las siguientes respuestas posibles:

  • Passive

  • Responsive

  • Collective

  • Active

Explicación

Pregunta 9 de 35

1

Different people communicate differently. Undoubtedly, you already know this. What you may not know is that these different ways of communicating are pretty much hard-wired into people and seldom reflect conscious choice.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 10 de 35

1

What are the 3 out of 4 combination of communication style that emerges from us since birth?

Selecciona una o más de las siguientes respuestas posibles:

  • Communication Approach

  • Brain Dominance

  • Psychological preferences

  • Sensory Approach

Explicación

Pregunta 11 de 35

1

The type of communication style that are commonly: Warm and Friendly, Slow and Easy, Shares Feelings, Good Listener and Cooperative?

Selecciona una de las siguientes respuestas posibles:

  • The Relator

  • The Socializer

  • The Thinker

  • The Director

Explicación

Pregunta 12 de 35

1

The type of communication style that are commonly: Emphasis on Results, Little concern for relationships, Does not share feelings, Seen as Dominating and Fast-paced and Decisive?

Selecciona una de las siguientes respuestas posibles:

  • The Relator

  • The Thinker

  • The Director

  • The Socializer

Explicación

Pregunta 13 de 35

1

The type of communication style that are commonly: An efficient perfectionist, Slow and Cautious, Task-oriented, Follows Directions and Works well alone?

Selecciona una de las siguientes respuestas posibles:

  • The Thinker

  • The Director

  • The Socializer

  • The Relator

Explicación

Pregunta 14 de 35

1

The ___________________ has a closed, personal style and is analytical in their approach. Thinkers take a while to feel comfortable with others, and tend to take longer to reveal information about themselves.

Selecciona una de las siguientes respuestas posibles:

  • Relator

  • Thinker

  • Socializer

  • Director

Explicación

Pregunta 15 de 35

1

The Relator is relationship orientated and readily expresses their thoughts and feelings. However, Relator's are generally slower paced and security conscious, so they prefer less intrusive interactions.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 16 de 35

1

The Socializer prefers not to interact with others rather than work alone. Socializers have a fast paced, aggressive communication style and generally work well with others.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 17 de 35

1

To connect most effectively with a Relator, choose any of the correct examples given;

Selecciona una o más de las siguientes respuestas posibles:

  • Use less intense eye contact

  • Speak in a moderate pace with a softer voice and moderate tone

  • Seek their opinions and ideas: then listen

  • Try not to counter their ideas with logical arguments

Explicación

Pregunta 18 de 35

1

To connect most effectively with a Socializer, choose any of the following correct examples;

Selecciona una o más de las siguientes respuestas posibles:

  • Make direct eye contact

  • Speak in an energetic and fast paced manner

  • Support your ideas with the opinions of people they respect

  • Be more formal in your speech and manner

Explicación

Pregunta 19 de 35

1

To connect most effectively with a Director, choose any of the following correct examples;

Selecciona una o más de las siguientes respuestas posibles:

  • Get to the point quickly in a clear and succinct manner

  • Speak in a fast pace

  • Make direct eye contact

  • Follow up in writing

Explicación

Pregunta 20 de 35

1

The most important thing to remember about communication styles is that the differences are real and largely conscious.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 21 de 35

1

I live _________ Main Street.

Selecciona una de las siguientes respuestas posibles:

  • on

  • at

  • in

  • on the

Explicación

Pregunta 22 de 35

1

I need to _________ money this weekend.

Selecciona una de las siguientes respuestas posibles:

  • made

  • make

  • get

  • take

Explicación

Pregunta 23 de 35

1

When will IBM ________ a new product?

Selecciona una de las siguientes respuestas posibles:

  • launch

  • will be launching

  • launches

  • launching

Explicación

Pregunta 24 de 35

1

Stress is an unpleasant fact of life. We all experience it for various reasons, and we all try to come up with ways of coping with it—some with more success than others.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 25 de 35

1

The real problem with stress is that, for such a well understood and universally experienced condition, as a society we deal with it so poorly that it leads to many of our most lethal illnesses and long-term health problems like (choose as many as it applies)

Selecciona una o más de las siguientes respuestas posibles:

  • High blood pressure

  • Cancer

  • Diabetes

  • Obesity

Explicación

Pregunta 26 de 35

1

Professional customer service is hard to provide when you’re struggling to keep weak emotions in check.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 27 de 35

1

Know your support personality -- Each of us have individual strengths that we can call upon when dealing with difficult customers. You may be charming, or funny, friendly, someone who enjoys repetition, a good listener, easy going, positively perky, or highly resourceful in fixing problems fast.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 28 de 35

1

Expertly meeting customer expectations is a powerful strategic tool for managing your stress level on the job is what kind of strategy?

Selecciona una de las siguientes respuestas posibles:

  • Managing Negative Emotions

  • Know your support personality

  • Master the role

  • Adapting to change

Explicación

Pregunta 29 de 35

1

______________ can be contagious -- and lethal to a career. You may find yourself torn with wanting to fit in and wanting to do a good job while your fellow employees try and bring you down. Intentionally or unintentionally, others with low morale will resent you because they can’t stand to see someone thriving in an environment that is toxic to them.

Selecciona una de las siguientes respuestas posibles:

  • Cultural imperative

  • Attitude

  • Influence

  • Positivity

Explicación

Pregunta 30 de 35

1

_____________________________ - This way you’ll always feel good about yourself, even when customers are abusive. Stay calm, and most customers will appreciate that you gave them the opportunity to express their frustration without striking back and turning the issue into a battle.

Selecciona una de las siguientes respuestas posibles:

  • Let bullies be bullies

  • Take the high road

  • Create your own sphere of influence

  • Adapting to change

Explicación

Pregunta 31 de 35

1

To communicate effectively you need to get your point across and relay information clearly. The reader will understand exactly what you mean.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 32 de 35

1

What kind of tips is - Do you want the reader to do something for you or are you merely passing along information?  Do you want a response from the reader or do you want him to take action? Your purpose needs to be stated in the communication. Avoid information that is not relevant. Clarity is key.

Selecciona una de las siguientes respuestas posibles:

  • Know your goal and state it clearly.

  • Tone can help your writing be more effective.

  • Explain in clear terms what you want the reader to do.

  • Language needs to be simple.

Explicación

Pregunta 33 de 35

1

Using an passive voice will strengthen your writing.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 34 de 35

1

Less is more when it comes to length. Leave out words that do contribute to the main focus of the communication. This can make the reader work harder to know why you wrote.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 35 de 35

1

Good grammar and punctuation are very important. It is a good idea to have someone else proofread your writing before you send it. If you cannot do that, then try reading it out loud. 

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

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