CTI 155 Computer User Support Chapter 2
False - ANS-A common barrier to effective listening is to ask probing questions to get additional
details about a problem.
False - ANS-A support agent should always be honest in every response to a user's questions.
False - ANS-Empty phrases, such as, "Now let me see...," are effective ways for a support
agent to fill pauses in a conversation.
False - ANS-One goal of incident management is to give users information about how they
should organize their files, improve their personal work habits, and make more effective use of
their technology.
False - ANS-Support agents develop their own incident management strategy from scratch.
False - ANS-Support agents should avoid apologizing to users who have been kept on hold or
who have been given the runaround.
False - ANS-The purpose of comprehensive type listening is to develop a rapport with a user.
True - ANS-Feedback from users, other support agents, and supervisors is useful information
for a support agent who wants to develop a personal incident management strategy.
True - ANS-Most support workers and technology users are considered to be a mixture of the
personality types on the Myers-Briggs dimensions.
True - ANS-One method support agents use to communicate effectively with a user on the
telephone is to visualize the user and communicate with the visual image.
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