A customer asks for help choosing their WAN technology, the customer is looking for A solution that can be used across very long distances, provides QoS and VPN support, and is sensitive to their budgeting needs ,which WAN technology would you recommend?（）

A、A.wide transport

B、B.metroethernet

C、C.frame relay

D、D.leaseD line

E、E.MPLS

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第1题

[单选题] A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion. B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion. C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers. D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

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第2题

[单选题] While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）

A、Ask the customer permission to put them on hold and listen politely to the co-workers stories. B、Put the customer on hold just for a few minutes and join the conversation. C、Forward the customer to another technician and join the conversation. D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

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第3题

[单选题] A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）

A、Ask another technician who has worked with this computer previously to learn about any other prior issues. B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation. C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer. D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

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第4题

[单选题] A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）

A、Ask the customer to wait and answer the phone call. B、Talk on the phone while listening to the customer. C、Hand the phone to a coworker to answer the call. D、Silence the phone and then listen to the customer.

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第5题

[单选题] A customer is asking for System x server quote. The customer provided IBM with a complete specification except for the backup device. What should a sales specialist do to position a total solution for the customer？（）

A、Do not quote any additional services. B、Add a tape device as an option to the quote. C、Ask for a special bid to lower the total price. D、Just quote exactly to the customer’s specification.