A. Which drives are displayed on your computer? B. What is your login ID? C. Are you logged on to the network? D. Can you access e-mail? Answer: A QUESTION: 113 Which question allows you to determine whether or not your customer is logged on to the network? A. What is your login ID? B. Are you logged on to the network? C. Can you access e-mail? D. Which drives are displayed on your computer? Answer: D QUESTION: 114 Which two are characteristics of unsuccessful teams? (Choose two.) A. Good team morale B. Lack objectives C. Lack of ownership D. Independence Answer: B, C 35
QUESTION: 115 What is deductive reasoning? A. Reasoning based on experience and intuition B. Reasoning based on analysis and experience C. Reasoning based on intuition and process of elimination D. Reasoning based on logic and analysis Answer: D QUESTION: 116 Which three metrics would be affected by training? (Choose three.) A. Abandon rate B. Average call time C. After call work time D. First call resolution Answer: B, C, D 36
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