Practice Free 220-1202 Exam Online Questions
Question #51
A customer’s laptop will not turn on. The customer is distraught and panicking because the laptop contains family pictures that can never be replaced.
Which of the following communication techniques is most important for the technician to demonstrate in this situation?
- A . The technician should provide the customer with the appropriate SLA
- B . The technician should inform the customer about replacement options for an increased cost
- C . The technician should project confidence and maintain a positive attitude
- D . The technician should be dressed in appropriate business casual attire
Correct Answer: C
C
Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
In emotionally sensitive situations, it is critical that the technician projects confidence and maintains a calm, positive demeanor to reassure the customer. From All-in-One Exam Guide:
“Confidence and empathy are key when working with distressed users. Demonstrating competence can help ease the customer’s anxiety.”
C
Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
In emotionally sensitive situations, it is critical that the technician projects confidence and maintains a calm, positive demeanor to reassure the customer. From All-in-One Exam Guide:
“Confidence and empathy are key when working with distressed users. Demonstrating competence can help ease the customer’s anxiety.”