Exam (elaborations)
NCTI EXAM QUESTIONS WITH COMPLETE SOLUTIONS
- Course
- Institution
NCTI EXAM QUESTIONS WITH COMPLETE SOLUTIONS
[Show more]
Seller
Follow
Classroom
Reviews received
Content preview
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.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Classroom. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
75759 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now